Our Complaints Policy

Pollard Insurance Brokers provide a complaints handling policy for those making and receiving complaints. At Pollard’s we believe that for effective complaints handling, there needs to be commitment at all levels within our company.

From the Director – Rob Le Brasse, downwards through to the General Manager, Account Managers, Service Managers and Authorised Representatives, this process is promoted throughout our company.

Our internal and external complaints policy, allows staff and consumers to contribute to the improvement of our products and services. 

We understand it is an essential prerequisite for the development of a company culture to acknowledge the consumers right to complain. This is reflected in the documented policies and procedures for the resolution of complaints. 

We have ensured that our staff and management are trained to handle complaints.

We have created reporting processes that will be monitored to ensure that complaints are addressed in a timely and effective manner.

The complaints system is comprehensive and it aims to:

• Increase the level of consumer satisfaction with the delivery of products and services and enhance the consumer/provider relationship.
• Recognise, promote and protect consumers rights, including the right to comment and complain.
• Provide an efficient, fair and accessible mechanism for resolving consumer complaints.
• Provide information to consumers on the complaints handling process for the services and products of the organisation.
• Monitor complaints in an endeavour to improve the quality of products and services.

The overriding aim of our Complaints handling process is to turn dissatisfied consumers into satisfied ones. We achieve this by speedy and effective remedies during the first point of contact. The process of submitting complaints is not limited to one form of communication. We are committed to a fair and transparent resolution of all disputes.

Customers can lodge a complaint in the following manner:

• Orally / Telephone
• In Writing via Post or via Fax
• In Person, visit our office or we can visit you
• Appoint someone on behalf of them to log the complaint

Special assistance is provided, if you are deaf, or have a hearing or speech impairment. We also offer a free interpreter service for people whose first language is not English, please advise our staff and we will provide you with the necessary assistance that you require.

We adopt the General Insurance Brokers Code of Practice. We are members of the Australian Financial Complaints Authority (AFCA). This service is available to all our clients without cost, if any dispute is not resolved to their satisfaction.

Should you wish to lodge a complaint, you have the option of contacting our office in several ways:

By Post	Ms Karen Furlonger
	General Manager
	P.O. Box 261
	Frankston, VIC 3199
By Person	395 Nepean Highway
	Frankston, VIC 3199
By Phone	Toll Free : 1300 733 981
	(03) 9783 6255
By Fax	(03) 9781 4645
By Email	karenf@pollardinsurance.com.au

If your complaint cannot be resolved to your satisfaction within 20 business days, you have the right to refer the matter to Australian Financial Complaints Authority (AFCA).

The Australian Financial Complaints Authority may be contacted as follows:

By Post	Australian Financial Complaints Authority
	GPO Box 3
	Melbourne VIC 3001
By Phone	Toll Free: 1800 931 678
	(9am - 5pm AEST/AEDT weekdays)
By Web	www.afca.org.au
By Email	info@afca.org.au