We are committed to handling any concerns or complaints about our products or services. If you have a complaint or concern (including about the personal information we collect and your privacy):
1. Contact our call centre and raise it with us. You can also raise your complaint via email: email@example.com
2. If your complaint is not satisfactorily resolved you may request that the matter be reviewed by management by writing to:
The Dispute Resolution Manager
Mapfre Insurance Services Australia Pty Ltd
Suite 1.04 Level 1, 19 Harris St.
Or via email: firstname.lastname@example.org
3. If you are still unhappy, you may request that the matter be reviewed by our Internal Dispute Resolution Committee (“Committee”). We will respond to you with the Committee’s findings within 15 working days.
4. If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
AFCA’s contact details are:
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001