Complaints

We want to hear from you if something has gone wrong.

Regis Licensing Pty Ltd (ABN 71 130 820 727, AFSL 338156) takes complaints seriously. If you are unhappy with any of our products or services, or with the conduct of anyone acting on our behalf, please tell us. Complaints help us fix problems and improve what we do.

Making a complaint is free. You will not be treated differently because you have complained.

You can make a complaint in whichever way is easiest for you. You do not need to use any particular form or wording, and you can complain verbally or in writing.

Phone: 1300 395 838

Email: info@regislicensing.com.au

Post: Complaints Officer, Regis Licensing Pty Ltd, Level 11, 1 Eagle St, Brisbane 4000

You can ask someone else — a family member, friend, financial counsellor, legal representative or interpreter — to make a complaint for you or to deal with us on your behalf. We will need your authority to speak with them.

If you need support to make a complaint, including an interpreter or the National Relay Service, please see our Support for Our Clients page or tell us and we will arrange it.

Your complaint will be handled by:

Lina Curtis, Complaints Officer / Head of Compliance Regis Licensing Pty Ltd 

Phone: 1300 395 838

Email: info@complaints.com.au

Your complaint will not be handled by the person whose conduct or decision you are complaining about.

To help us resolve your complaint quickly, it helps if you can give us:

• your name and the best way to contact you
• your policy, membership or claim number, if you have one
• what happened, and when
• what you would like us to do to put things right
• copies of any documents, emails or photos that relate to your complaint

If you cannot provide all of this, please still contact us. We will help you work through it.

Step 1 — We acknowledge your complaint.We will acknowledge your complaint within one business day of receiving it, or as soon as practicable. We will confirm who is handling it and how to reach them.

Step 2 — We investigate.We will review what happened, speak to the people involved, and may contact you for more information. We aim to resolve straightforward complaints immediately or within five business days.

Step 3 — We keep you updated.We will update you on the progress of your complaint at least every 10 business days, and more often where we can, until it is resolved.

Step 4 — We give you a final response.We will give you our final response in writing within 30 calendar days of receiving your complaint. Our response will tell you:

• the outcome of your complaint and the reasons for our decision
• what we will do to resolve it, if anything
• your right to take the complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied, and how to do that

If we need more time.If we cannot give you a final response within 30 calendar days, we will write to you before that deadline to explain why, tell you when you can expect our response, and let you know that you can take your complaint to AFCA at that point.

Australian Financial Complaints Authority (AFCA)

AFCA is a free, independent and impartial external dispute resolution scheme. If we have not resolved your complaint to your satisfaction, or if we have not responded within 30 calendar days, you can refer your complaint to AFCA.

Phone:1800 931 678 (free call) 

Email: info@afca.org.au 

Online: www.afca.org.au

Post:Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 

AFCA's service is free to consumers. Time limits apply to lodging a complaint with AFCA, so we encourage you to act promptly. A determination by AFCA is binding on us, but it is not binding on you — you remain free to pursue other options.

Insurance Brokers Code Compliance Committee (IBCCC)

If your complaint concerns a breach of the Insurance Brokers Code of Practice, you can also report it to the IBCCC, the independent body that monitors compliance with the Code.

Phone:1800 931 678

Email: info@codecompliance.org.au

Online: www.insurancebrokerscode.com.au 

Privacy complaints

If your complaint is about how we have handled your personal information and you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or at www.oaic.gov.au.