At AIRS we value feedback and believe that addressing any issues or Complaints you may have will only make us better.
ENSURING YOUR SATISFACTION: WHAT TO DO IF YOU HAVE A COMPLAINT
If you would like to provide feedback, or are dissatisfied with our service in any way, contact our management in the first instance and we will attempt to resolve the matter. Your first contact should be the CEO of AIRS, Neil Bull at neil@airs.org.au or on the phone 1300 927 523. You may also address any concern or complaint to the Marsh Complaints Officer on (03) 9603 2338 or email complaints.australia@marsh.com.
If we are unable to resolve your complaint, or if you are dissatisfied with the response, it will be escalated to our Complaints Officer to investigate and take appropriate action. You will be advised within 30 days of our decision. If the matter is complex and a longer period is required you will be informed.
If you are not satisfied with our final decision; you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA’s role is to assist consumers and small business resolve disputes with their broker or their insurance company. Third party motor vehicle claimants who are uninsured can also access AFCA. If you have any query about whether your complaint can be handled within AFCA’s rules or you wish to contact them, their contact details are: Phone: 1800 931 678 (free call); Email info@afca.org.au; Online: www.afca.org.au; and Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, Victoria, 3001.
