Complaints

If you have a complaint about our services, please contact the person who initially provided it to you.

If they are unable to resolve the issue, or if you’d prefer not to contact them, our Complaints Team can be contacted on the following details:

• Add Insure Complaints Team
• Phone - 1300 233 467
• Email - info@addinsure.com
• Post - Add Insure Complaints, Suite B 1/34 McLachlan Street, Darwin NT 0800

We will keep you informed of our review progression on a regular basis and assist you with additional support where required.

Extra support, for communication barriers such as language or disability, are available.

Your complaint will be acknowledged within 1 business day of us receiving it.

During the complaint process, we may request additional information from you to enable your complaint to be reviewed.

We will respond to your complaint in writing if:

• We haven’t been able to resolve your complaint to your satisfaction within 5 business days,
• You have requested a response in writing, or
• Your complaint is about financial hardship, a declined claim or the value of a claim.

We will endeavour to resolve your complaint within 15 calendar days from when we first received it. We will provide you with an outcome of our review no more than 30 calendar days from when your complaint is first received.

If you are not satisfied with our response to your complaint will be progressed to stage 2. You can request your complaint be progressed to stage 2 of our complaints process at any time.

Your complaint will be reviewed by one of Steadfast IRS’s Dispute Resolution Managers. You can contact Steadfast IRS on the below details:

• Steadfast IRS Dispute Resolution
• Phone - 1300 655 037
• Email - complaints@networksteadfast.com.au
• Post - Network Insurance Group Complaints, P.O. Box 84 North Sydney NSW 2059
• Website - www.networksteadfast.com.au

They will provide you with an outcome of their review no later than 30 calendar days from when your complaint was first received by us. Their response will be in writing, and it will include reasons for any decisions we have made.

If you are not satisfied with the response to your complaint at the conclusion of Stage 2, you have can refer your case to an External Dispute Resolution service.

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers. Here is how you can contact AFCA:

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

The Office of the Australian Information Commissioner (OAIC)

For privacy complaints, you can contact OAIC on:

• Phone - 1300 363 992
• Fax - 02 9284 9666
• Email - enquiries@oaic.gov.au
• Post - GPO Box 5218 Sydney NSW 2001
• Website - www.oaic.gov.au (online complaint form available)

For Information on how your privacy is protected, please refer to the Privacy Policy accessible from the Add Insure & Steadfast IRS websites.