Complaints Handling Policy

Introduction

We are committed to handling all complaints fairly, efficiently, and effectively.

Complaints allow us to understand areas for improvement and to utilise the experience and information to improve our practices and reduce the occurrence of complaints.

Every customer we interact with is important. Each complaint is taken seriously, and we will do our best to resolve your issue in a timely and fair manner, and keep you informed along the way.
 

Making a Complaint

How to make a complaint

You can lodge a complaint with us via our call centre, email, through our partners or via social media. When we speak to you, we will discuss the issue and if possible, resolve it immediately. If we cannot resolve your complaint to your satisfaction at the first point of contact, we will consider your complaint further and respond to you with our findings.

If you have any queries in relation to our complaints handling process, please contact our Complaints Team with the below details:

CONTACT DETAILS
Telephone 13 19 20
Fax 1300 735 322
Email info@iSelect.com.au
In writing iSelect Pty Ltd, PO Box 2021, Moorabbin VIC, 3189
Website www.iselect.com.au

Complaint process

When making a complaint with us, we require some information so we can investigate your issue thoroughly and effectively. These details will be forwarded to our Internal Dispute Resolution (IDR) team. If the IDR team identify the complaint is in relation to one of our partners’ products or services, they will refer you to the partner’s IDR process.

We will acknowledge complaints within one business day or as soon as practicable, and an outcome will be provided to you within 30 calendar days. If we believe the complaint will take longer than 30 days to resolve, we will notify you of the delay.
 

External review options

If you are not satisfied with the decision or the way we handled your complaint, you can pursue the complaint further with an external body such as the relevant Ombudsman listed in the below table. They will independently and impartially resolve complaints between consumers and participating service providers. Please note that before the relevant ombudsman can investigate and assist you with your complaint, they generally require you to have first provided us with the opportunity to address the complaint.

PRODUCT/S OMBUDSMAN
Health Insurance, Overseas Visitors Cover
Home Loans, Credit Cards, Personal Loans, Car Loans
  • Australian Financial Complaints Authority (AFCA)
  • Telephone: 1800 931 678
  • Website: www.afca.org.au
Life Insurance, Car Insurance, Home & Contents Insurance, Pet Insurance, Travel Insurance, Business Insurance
  • Australian Financial Complaints Authority (AFCA)
  • Telephone: 1800 931 678
  • Website: www.afca.org.au
Broadband
  • Telecommunications Industry Ombudsman
  • Telephone: 1800 062 058
  • Website: www.tio.org.au
Energy NEW SOUTH WALES

  • Energy & Water Ombudsman NSW
  • Telephone: 1800 246 545
  • Website: www.ewon.com.au

VICTORIA

  • Energy and Water Ombudsman Victoria
  • Telephone: 1800 500 509
  • Website: www.ewov.com.au

QUEENSLAND

  • Energy & Water Ombudsman Queensland
  • Telephone: 1800 662 837
  • Website: www.ewoq.com.au

SOUTH AUSTRALIA

  • Energy & Water Ombudsman South Australia
  • Telephone: 1800 246 545
  • Website: www.ewosa.com.au

AUSTRALIAN CAPITAL TERRITORY

PRODUCT/S
Health Insurance, Overseas Visitors Cover
OMBUDSMAN
PRODUCT/S
Home Loans, Credit Cards, Personal Loans, Car Loans
OMBUDSMAN
  • Australian Financial Complaints Authority (AFCA)
  • Telephone: 1800 931 678
  • Website: www.afca.org.au
PRODUCT/S
Life Insurance, Car Insurance, Home & Contents Insurance, Pet Insurance, Travel Insurance, Business Insurance
OMBUDSMAN
  • Australian Financial Complaints Authority (AFCA)
  • Telephone: 1800 931 678
  • Website: www.afca.org.au
PRODUCT/S
Broadband
OMBUDSMAN
  • Telecommunications Industry Ombudsman
  • Telephone: 1800 062 058
  • Website: www.tio.org.au
PRODUCT/S
Energy
OMBUDSMAN
NEW SOUTH WALES

  • Energy & Water Ombudsman NSW
  • Telephone: 1800 246 545
  • Website: www.ewon.com.au

VICTORIA

  • Energy and Water Ombudsman Victoria
  • Telephone: 1800 500 509
  • Website: www.ewov.com.au

QUEENSLAND

  • Energy & Water Ombudsman Queensland
  • Telephone: 1800 662 837
  • Website: www.ewoq.com.au

SOUTH AUSTRALIA

  • Energy & Water Ombudsman South Australia
  • Telephone: 1800 246 545
  • Website: www.ewosa.com.au

AUSTRALIAN CAPITAL TERRITORY

Definitions

TERM DEFINITION
Complainant A person or small business. It includes, at a minimum:
an individual consumer, guarantor or representative.A representative might include financial counsellors, legal representatives, family, friends, and members of parliament.
Complaint 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
Dispute Defined same as complaint.

Updated August 2021