COMPLAINTS
Our Commitment
CIB is committed to providing our customers with excellent service and quality products. We strive to continually improve our standards and complaints play an important role in identifying areas where our service may not have met your expectations.
CIB subscribes to the Insurance Broker’s Code of Practice and is a member of the Australian Financial Complaints Authority (AFCA). We are therefore committed to the fair, transparent and timely resolution of disputes.
If you’re dissatisfied with your experience, we’d like you to tell us.
Complaints we can't respond to but may be able to assist with
CIB can’t respond directly to complaints about decisions made by insurers or others, such as claim outcomes and performance of loss adjusters or other suppliers engaged by the insurer.
However, we will refer your complaint to the appropriate firm for response. We’ll notify you in writing about why we are unable to respond to your complaint and we’ll help facilitate a response from the firm on your behalf.
Where we are waiting on a response from another party, we’ll keep you informed of any progress, but we have no control over when that party will respond.
Complaints we can respond to
Where CIB has provided advice which you believe to be incorrect or unsatisfactory.
Where CIB has not responded to an enquiry within a reasonable time frame.
Any situation where you are unhappy with the way our service has been delivered.
Where the conduct of staff or CIB via social media or other published information has been discriminatory, rude, or offensive.
How we will resolve your complaint
Confirm receipt of your complaint in writing within one business day of your notification.
Respond to your complaint within 30 calendar days from notification unless the complaint is resolved within five business days or we’re unable to take further action to address the complaint.
Provide an explanation and an apology where necessary.
Advise you how we’ll rectify the issue or advise why the issue cannot be rectified.
Provide claims advocacy, including support of your complaint to the insurer or other party and facilitation through their Internal Dispute Resolution process.
Treat your complaint seriously and endeavour to reach a mutually agreeable outcome.
Advise we require more time to meaningfully address your complaint.
How to make a complaint
CIB is a people business and we value our relationships.
If your complaint is with, or about, a staff member, and you can’t resolve the issue with the staff member, please ask for your complaint to be escalated. A senior staff member will review your complaint and contact you to discuss and/or provide a written response.
Please make sure your complaint provides a clear outline of the situation, what did or did not occur that you are unhappy with, and what you believe should have happened.
You can lodge your complaint via email to complaints@collectiveib.com.au. Don’t forget to include your name and contact information.
What if we can’t resolve your complaint?
If CIB is unable to resolve your complaint to your satisfaction, you can refer the matter to AFCA.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001