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Making a Complaint

At Mk3 Group we are committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace. 

A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

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Step 1 - Contact Us

If your complaint is relating to your insurance claims decision, please contact your insurer first. Alternatively, we will be happy to assist you where possible. We take your feedback seriously and will work proactively to investigate and resolve your complaint. If you have a complaint, please contact us by any of the following methods:

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To assist us with your complaint, we will collect certain information from you, including:

  1. Your name

  2. Your contact details

  3. How you would prefer to be contacted

  4. A description of your complaint; and

  5. How you would like the complaint resolved

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Step 2 - We are here to help

  • We will acknowledge your complaint within one (1) business day and give you the contact details of the person responsible for dealing with your complaint.

  • If we are unable to resolve your complaint to your satisfaction within five (5) business days, we will escalate it to our Customer Disputes Resolution team for review.

  • We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot.

  • We will keep you informed in relation to your dispute and will provide you with a formal response within thirty (30) calendar days of receiving your complaint.

  • We will be happy to provide a written response to you should you request this, or the complaint is about hardship.

 

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Step 3 - If we cannot agree, there is another option

 

If your complaint is not resolved to your satisfaction through our Internal Complaint process, you have the right to refer your complaint to AFCA. AFCA is an independent and external dispute resolution scheme, of which Mk3 Group is a member. You can lodge your complaint with AFCA by sending the relevant information and documents to:

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Australian Financial Complaints Authority Limited

GPO Box 3 Melbourne VIC 3001 Phone: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
Website: www.afca.org.au

 

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Additional Support is Available

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We take our commitment to providing accessible services to customers seriously. If you are deaf or have a hearing or speech impairment, you can contact us on the National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It’s available at no additional charge:

  • Talk-to-text users, please call 133 677 and then ask for (02) 9839 3820

  • Speak-to-listen users, please call 1300 555 727 and then ask for (02) 9839 3820

  • Internet relay users, please connect to the NRS and then ask for (02) 9839 3820

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If you require this Policy in another language, please contact us at the details below:

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