Complaints Handling Policy and Procedures
iSelect takes complaints seriously: they give us important information about how we can better our service to our customers. iSelect will seek to resolve complaints in an efficient, fair and quick manner. Everyone at iSelect is committed to providing the highest standard of service possible. It is important that our staff understand that all complaints are treated as legitimate and will be investigated without prejudice.
If a complaint can't be resolved on the spot or within a very short time period, we will acknowledge it and try to resolve it as quickly as we can. In some cases where there are complicated facts or circumstances, or where we deal with third parties, it might take some time to investigate the complaint.
All complainants have the right to be heard and the right to receive a response.
The appropriate acknowledgement and speedy handling of complaints is essential to the continuous improvement of iSelect's service.
If you wish to make a complaint you can contact us in the following ways:
- by e-mail: info@iselect.com.au
- by telephone: 13 19 20
- by fax: 1300 735 322
- in writing to: iSelect Ltd, PO Box 2021, Moorabbin 3189
Most issues should be able to be addressed at the first point of contact. If it takes longer, it may be referred to iSelect's Compliance Manager.Alternatively, if the matter is not resolved to your satisfaction please contact iSelect's Compliance Manager:
- by e-mail: compliance@iselect.com.au
- By telephone: 13 19 20
-
in writing to:
Compliance
iSelect Ltd
PO Box 2021, Moorabbin 3189 - Your complaint will be acknowledged either by telephone or in writing.
- You will be kept informed of the progress of the investigation.
- We aim to resolve your complaint within 10 - 15 working days.
- Address: Level 7, 362 Kent Street, Sydney NSW 2000
- Complaints Hotline: 1800 640 695 (free call anywhere in Australia)
- Email: info@phio.org.au
- Financial Ombudsman Service: 1300 780 808
- Address: GPO Box 3, Melbourne, Victoria, 3001
- Email: info@fos.org.au
Complaints relating to the company's marketing and advertising activities, or complaints of any other nature pertaining to the operations of iSelect should be directed in the first instance to the Compliance Manager.
Please provide all relevant details which will be recorded and passed on to an appropriate person for action.
How your complaint will be resolved:
If you are not satisfied with our response:
For complaints relating to iSelect Health Pty Ltd you can contact the Private Health Insurance Ombudsman, an independent arbiter who will review your complaint and make an appropriate recommendation. The Ombudsman's details are:
For complaints relating to iSelect Life Pty Ltd or iSelect General Pty Ltd:
Records of Complaints
To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any systemic or recurring issues within our company. A monthly report of all complaints received will be provided to iSelect's management. All personal information that we collect in order to resolve your complaint will be appropriately handled in accordance with our privacy policy which you can access on our website.
