Make A Complaint
Unity Claims Management seeks to maintain and enhance our reputation of providing you with high quality and professional service.
Unity Claims Management is committed to being responsive to the needs and concerns of our customers, future or present and to satisfactorily resolving your complaints in a professional and diligent manner.
Make a complaint
Unity Claims Management seeks to maintain and enhance our reputation of providing you with high quality and professional service.
Unity Claims Management is committed to being responsive to the needs and concerns of our customers, future or present and to satisfactorily resolving your complaints in a professional and diligent manner.
The objective of this policy is to ensure:
- You are aware of and understand our complaint lodgement and handling process
- Your complaint is investigated impartially with a balanced view of all information or evidence
- We take reasonable steps to protect your personal information
- Your complaint is considered on its merits, bearing in mind individual circumstances and needs
Definition of a 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.
How a complaint can be made:
- By completing the complaint form below, on this page
- By telephoning us on 1800 622 683
- By writing to us at Level 1, 159 Adelaide Terrace, East Perth, WA 6004
- By emailing us at complaints@unityclaims.com.au
- In person by speaking to any of our customer service staff.
Our complaints procedure:
STAGE 1 – Making a complaint
- If you are dissatisfied with any aspect of your relationship Unity Claims Management, including our products or services and wish to make a complaint, please contact us via any of the avenues discussed above.
- When we receive your Complaint, we will acknowledge that we have received it.
- We will inform you of the name and relevant contact details of the person assigned to liaise with you about your complaint.
- We will investigate your complaint and keep you informed of the progress of our investigation at least every ten (10) business days unless it is resolved earlier or if you agree to a different time frame.
- When considering your complaint, we will only ask for, and rely on, information that is relevant to our decision.
- In cases where further information or investigation is required, we will work with you to agree reasonable alternative time frames.
STAGE 2 – Decision about your complaint
- We will make a decision about your Complaint within thirty (30) Calendar Days. If we cannot make our decision within this timeframe, then before this deadline passes we will tell you, in writing, the reasons for the delay and about your right to take your Complaint to the Australian Financial Complaints Authority, and its contact details.
- Our written response to you will include the reasons for our decision and inform you of your right to take your Complaint to the Australian Financial Complaints Authority if you are not satisfied with our decision. We will provide you with its contact details and the timeframe in which you are able to complain to it.
STAGE 3 – External Dispute Resolution
- If you are dissatisfied with our internal dispute determination, or we are unable to resolve your complaint or dispute to your satisfaction within thirty (30) days, you may refer your complaint or dispute to AFCA, subject to its Rules.
- AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission. We are a member of this scheme and we agree to be bound by its determinations about a dispute. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
- You may contact AFCA at any time at: Australian Financial Complaints Authority GPO Box 3 Melbourne Vic 3001, Phone: 1800 931 678, Email: info@afca.org.au, Website: afca.org.au
- Time limits may apply to complaints to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.