Disputes Resolution Client Commitment
Internal Dispute Resolution
ATIA subscribes to the Insurance Brokers Code of Practice and is a member of the Australian Financial Complaints Authority (AFCA). Our internal dispute resolution (IDR), procedure is in place to provide you with access to an impartial review of any issues you experience with our services. We are committed to the fair, transparent and timely resolution of disputes.
If you have a concern about our services please contact your broker. If your broker is unable to resolve your complaint to your satisfaction in 5 business days we will refer it to the Complaints Manager who will review the complaint and advise you in writing of the expected time for resolution.
You can also refer your complaint in writing or contact our Complaints Manager using the details below. We will acknowledge your complaint in writing within 24 hours of receiving it and genuinely attempt to resolve your complaint fairly and efficiently.
You can contact the Complaints Manager on 03 9642 4622 or put your complaint in writing and email it to info@atiais.com. Alternatively, you can send it to the Complaints Manager at the address noted on this website and shown as follows.
Contact details are as follows:
Phone: (+61) 3 9947 4333
Email: complaints@honan.com.au
Mail: GPO Box 1229L Melbourne VIC 3001
We will endeavour to provide you with a decision within 30 business days of your complaint. However, if we require further information in order to determine or resolve your complaint, we will inform you of this and agree with you an appropriate time frame. We will provide you with a written decision and include reasons for our decision.
External Dispute Resolution
If your complaint cannot be resolved to your satisfaction, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA), for further consideration and/or review. AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investment Commission (ASIC), accessible to clients free of charge.
Further details regarding AFCA can be obtained from the website www.afca.org.au or alternatively:
Post: Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne Vic 3001
Phone: 1800 931 678 Toll free
Email: info@afca.org.au