Complaint and Dispute Resolution Procedure
Any complaints about Our products or services are taken seriously by Us and will be dealt with fairly and promptly.
If You have a complaint please first try to resolve it by speaking to a member of the Rural Affinity staff. Rural Affinity will acknowledge receipt of Your complaint and Rural Affinity can assist by referring the matter to their Internal Dispute Resolution Officer for further review.
You can contact Rural Affinity by:
| Phone: | (02) 9496 9300 | |
| Fax: | (02) 9496 9308 | |
| Email: | disputes@ruralaffinity.com.au | |
| Mail: | Internal Disputes Resolution Officer Rural Affinity PO Box 160, St Leonards NSW 1590 |
If Rural Affinity’s Dispute Resolution Officer requires additional information, they will contact You to discuss. Rural Affinity will keep you informed about the progress of the review of Your complaint at least every ten (10) business days, unless the matter is resolved earlier or You agree a different timeframe. Unless a different timeframe is agreed, Rural Affinity will advise you of the outcome of the review within thirty (30)1 calendar days of receipt of Your complaint.
If We are unable to resolve Your complaint within thirty (30) calendar days of the date your complaint was received by Us or if You remain unsatisfied, You may refer your complaint to the Australian Financial Complaints Authority (AFCA) for a free review. The AFCA is an independent national body and, if the complaint is heard by AFCA, We will be bound by its decision.
You can visit their website www.afca.org.au or contact them:
| Phone: | 1800 931 678 | |
| Email: | info@afca.org.au | |
| Mail: | GPO Box 3, Melbourne, VIC, 3001 |
Further details regarding Our complaints process are available on request.
If You require additional assistance to lodge a complaint, for example an interpreter, please visit https://ruralaffinity.com.au/support/ to find out more about accessing the right support for You, or contact Our Internal Dispute Resolutions Officer.
1 With effect from 1 July 2021 for Lloyd’s Australia Limited, the thirty (30) calendar days referred to above will be amended to ten (10) business days.
