Making A Complaint
We treat complaints very seriously and believe you have the right to a fair, swift, prompt and courteous service at all times. If you are dissatisfied with any aspect our relationship, you may lodge a complaint. Our complaints process has three steps:
Stage One – Immediate Response & Resolution
Many concerns can be resolved immediately or within a short amount of time. If You have a complaint about the service We have provided to You, please address Your enquiry or complaint to the staff member providing the service, or phone 1300 738 225 during normal office hours.
Stage Two – Internal Dispute Resolution
If we are unable to resolve your concern, immediately or within 2 days, we will escalate your concerns as a complaint to Petplan's Internal Dispute Resolution Team. Your complaint will be handled by a person with appropriate authority, knowledge, and experience. You will be provided with the contact details of the person assigned your complaint. We will make a decision about your complaint within the agreed timeframes, however we will aim to resolve your complaint within 15 business days. If we are not able to resolve your complaint within 15 business days, We will either escalate the matter to the underwriter of your policy or give you the option to contact them yourself. Both these internal review processes will be completed within the agreed timeframes.
You may also contact the Internal Dispute Resolution team directly on:
Telephone: 1300 738 225
Email:
IDR@petplan.com.au
Post:
Petplan Australasia Pty Ltd
Internal Dispute Resolution
1-3 Smolic Crt
Tullamarine, VIC 3043
Stage Three – External Dispute Resolution
In the unlikely event that Your complaint is not resolved to your satisfaction following Petplan’s Internal Dispute Resolution Process, You may be able to take your matter to the independent dispute resolution body, the Australian Financial Complaints Authority (AFCA). AFCA resolves certain insurance disputes between consumers and Insurers and will provide an independent review at no cost to You.
We are bound by the determination of AFCA but the determination is not binding on You.
Contact details for AFCA:
Australian Financial Complaints Authority
Telephone: 1800 931 678
Email:
info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3000
