Complaints
Complaint Procedure
We are committed to providing high-quality service and continually improving our products, services and customer experience. Feedback from our clients, including expressions of dissatisfaction, helps us identify opportunities to improve.
If you are unhappy with a product or service we encourage you to let us know. You can lodge a complaint using the process outlined below, and we will work with you to resolve the matter promptly and fairly.
How to lodge a complaint
You can lodge a complaint in the way that is most convenient for you, including by phone, email or mail. Our contact details are provided below.
Phone: (03) 9923 7171
Email: info@ifsinsurance.com.au
Mail: Complaints Officer
Level 27, 360 Elizabeth Street
Melbourne VIC 3000
We are committed to making our complaints process accessible and easy to use. If you require assistance to lodge a complaint, please speak with one of our staff members, who will do their best to assist you. Support may be available for:
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Interpreter and translation services
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The National Relay Service
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Financial hardship support and financial counselling services
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Family and domestic violence support
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Mental health and wellbeing support
Our approach to dealing with your complaint
We will acknowledge your complaint within a business day, or as soon as practicable.
Your complaint will be assessed fairly, objectively and promptly by a team member with the appropriate expertise and authority to help achieve an efficient resolution.
We will keep you informed of the progress of your complaint at least every 10 business days, unless it is resolved sooner or an alternative timeframe is agreed with you.
We aim to resolve complaints as quickly as possible and will provide you with a written response within 30 days of receiving your complaint.
Our written response will include:
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the outcome of our investigation;
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the reasons for our decision;
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your right to refer the complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with the outcome; and
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AFCA's contact details.
In some circumstances, we may not provide a written response, i.e. your complaint is resolved to your satisfaction or if we have provided an explanation and/or apology and there is no further reasonable action we can take to address the matter.
If we are unable to resolve your complaint
If we are unable to provide a decision within 30 days of receiving your complaint, we will write to you to explain the reason for the delay and advise you of your options, including:
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the reasons for the delay;
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information regarding a free additional support service known as the Steadfast Customer Advocacy service. It can assist if you have a problem related to satisfaction, or fair treatment in relation to your dealings with us, or with your insurer. The service can be accessed by sending an email to customeradvocacy@steadfast.com.au, or by calling the Steadfast Group Ltd head office on 02 9495 6500 and asking to speak with the Customer Advocacy service.
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information about your right to refer your complaint to the Australian Financial Complaints Authority (AFCA), including AFCA's contact details; and
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where applicable, information about your right to report alleged breaches of the National Insurance Brokers Association (NIBA) Code of Practice to the Insurance Brokers Code Compliance Committee (IBCCC).
We will continue to keep you informed of the progress of your complaint until it has been resolved.
Contact AFCA
If the matter is not resolved to your satisfaction, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to clients.
AFCA can be contacted as follows:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Email: info@afca.org.au
Web: afca.org.au
AFCA will advise you as to whether your complaint falls within their jurisdiction