Table of Content
Ways to shop and pay Information on different ways you can pay for products and services. Guarantees, contracts & warranties Our laws guarantee your right to repairs, replacements and refunds. You have these guarantees even if you do not have a warranty. Select a tile below to get started Repairs, replacements & refunds When you’re entitled to a repair, replacement or refund. Product & service safety Every day in NSW, people are admitted to hospital with injuries caused by items purchased for use in and around the home. Pricing Information on the different types of pricing, and what to do if you have a problem Scams and cybercrime Types of scams and cybercrime, how to report them, getting help and tips to stay safe.
Any complaint made prior to 1 November, 2018 that isn’t resolved has been passed to AFCA as well. As of 1 November 2018, you can direct your complaints to the Australian Financial Complaints Authority . We acknowledge Aboriginal and Torres Strait Islander people of Australia as the traditional custodians of this land. We pay respect to Elders past, present and emerging. We are committed to working with, and for, Aboriginal Western Australians. The Ombudsman can investigate a complaint you have about state government, local government and universities.
Can I still make complaints to the Financial Ombudsman Service (FOS)?
If the insurer telephones you and tells you your claim has been refused, ask them to put it in writing. We are the representative body of the general insurance industry in Australia, shaping positive outcomes for our members, our people and the community. If you are unsatisfied with the outcome of your complaint, you can lodge a dispute with the Australian Financial Complaints Authority . Your complaint will be reviewed by an employee with the appropriate experience, knowledge and authority to review the complaint. Weaccept complaintsonline, via email, over the phone and in writing. We also consider warranties that are issued by financial firms that are AFCA members.
If you are not a youth in placement, make sure to include information about where and how to reach you. The NSW Ombudsman oversees the operation of the Public Interest Disclosures Act across the NSW public sector. We promote awareness and understanding of the PID Act. Do you have a problem with a NSW Government, local council or community service? This Ombudsman handles complaints about the National Disability Insurance Agency .
The International Ombudsman Institute
When an incident occurs, you can make a claim for compensation. The insurer may refuse your claim if you have failed to comply with a condition. However, Section 54 of the Insurance Contracts Act states that the insurer cannot refuse to pay a claim because of some act or omission by you unless the insurer’s interests have been prejudiced by that act. Written evidence that the insurer would have charged a higher premium, or not have insured you.
Contracts usually have terms and conditions attached. This might be a refund, a further service to rectify the problem and in some cases, reimbursement for damages and consequential loss. We can help you with your consumer rights and protections under Australian Consumer Law. SIRA regulates workers compensation, home building compensation insurance and motor accidents CTP insurance in NSW. Telephone Advice Call us for free advice about insurance problems.
Publications
You should complain to the insurer if you think the information requested is excessive or irrelevant and/or the investigation is taking too long. Try to be assertive but not rude or aggressive as this will only put the insurer and/or investigator offside. Usually the policy booklet is available as a link when you purchase the policy. The booklet and your certificate of insurance must be sent to you within 14 days, and usually is done by email for online applications. Details about how the insurer explained your duty of disclosure to you, and for a copy of your policy documents.
If you wish to dispute their decision to cancel the policy, or argue that they have not properly notified you of the cancellation, you can make a complaint to AFCA. Detailed information about the types of insurance products and issues we may consider, as well as complaints we can't consider, is also available. Products marked as 'Promoted' or 'Advertisement' are prominently displayed either as a result of a commercial advertising arrangement or to highlight a particular product, provider or feature.
Complaints about housing and property services
Remember that the insurance policy is a contract and the refusal of the claim is a legal dispute. Your dispute has already been dealt with by a court, tribunal, arbitrator or other external dispute resolution service. About 3000 of the complaints related to human rights issues. Prisons and local councils were the agencies most complained about. Health services created angst within prisons, followed by delays in receiving responses to concerns and requests, and complaints about property, including lost property.
We value our editorial independence and follow editorial guidelines. Well, we may not be able to tell if the approach of your insurance company on painting one wall is acceptable or not. While most home insurance companies would cover damages caused by storms like hail, it would still depend on the level of cover you took. Damage cover is usually included as standard with some high-level policies, and is available as an extra-cost option on others. It is well worth contacting your insurance company to confirm if this would the case with them.
Yes, disputes must be lodged with AFCA within six years of the date that you become aware, or should reasonably have become aware, that you have suffered a loss. You pay the same as buying directly from the home insurer. Better still, we regularly run exclusive deals that you won't find on any other site – plus, our tables make it easy to compare policies.
Work with a professional legal team on personal and business law issues including family law and wills and estates. Available in Sydney, Newcastle, and the Hunter and other parts of NSW. You can also get free legal service and get advice on insurance law from the Insurance Law Service, which can assist you with information about travel insurance. Once a complaint is received and lodged, AFCA works as a mediator between you and the insurance company to try and reach a settlement through negotiation or conciliation.
All insurers are required to have an internal dispute resolution service, and this is usually the fastest way to resolve an issue. If you are still unable to resolve the issue with them, try the appropriate authority below. We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.
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