We welcome every opportunity to resolve any concerns you may have with the products or services we provide.
|Stage 1: Let us know about your concerns|
|Get in touch with one of our customer service consultants about your concerns, and they’ll do their best to resolve them. When you make your complaint please provide as much information as possible, to assist us to resolve your matter quickly. Where we can’t resolve your concern immediately we will resolve it within 15 business days.
Call us on 1800 258 249 or visit www.club4x4.com.au/contact-us for more options to get in touch.
|Stage 2: Contact Internal Dispute Resolution Committee|
|If we haven’t responded to your complaint within 15 business days, or if you’re not satisfied with how we’ve tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist.
The Hollard Insurance Company Pty Ltd
Post: Locked Bag 2010 St Leonards NSW 1590
Call: 02 9253 6600
The Dispute Resolution Specialist will provide in writing our final decision within 15 business days of your complaint being escalated, unless we’ve requested an extension from you and you’ve agreed to give us more time.
|Stage3: Seek an external review of our decision|
|If you’re not happy with the final decision, or if we’ve taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You also have the right to seek further legal assistance.