Customer Complaints Policy

What to do if you have a complaint

If you are dissatisfied with our products, services, staff, or any insurance-related decisions, please contact us and inform us of your complaint. To ensure your complaint is resolved efficiently and effectively, it is important to follow the complaint-handling process outlined below.

We aim to resolve your complaint within 1 to 5 working days. If we cannot do so within 14 working days, we will escalate the matter to our Internal Disputes Team. A response will be provided within a maximum of 30 days from the receipt of your initial complaint.

How we will deal with your complaint

Step 1: Contact Us

Please reach out to your direct contact at Aviso Integral. This Aviso Integral staff member will support you and help resolve any concerns you may have.

If you wish to make a complaint about an Aviso Integral staff member, please inform us via the phone number, email address, or postal address listed below. The staff member you contact will attempt to help you or direct you to the appropriate person to resolve the complaint.

We will acknowledge your complaint within 24 hours of receipt. If we need further information before resolving your complaint, we will contact you within 10 business days to request the relevant details. If the complaint cannot be resolved within 14 working days, it will be referred to our Internal Dispute Team for an impartial review.

By Phone: 03 5231 3088 (Colac Office) / 03 5244 1129 (Geelong Office)
By Email: compliance@avisointegral.com.au
By Post: Aviso Integral
Colac Office – 77 Gellibrand St, Colac Vic 3250
Ballarat Office – 1311 Sturt Street, Ballarat VIC 3350
Geelong Office – 16 Pakington Street, Geelong West VIC 3216

Step 2: Review by our Internal Dispute Team

If you are not satisfied with the outcome of the business review, you can request that the complaint be referred to our Internal Dispute Team for evaluation. The Internal Dispute Team will typically provide a decision within 14 business days of receiving your complaint.

Step 3: Seek review by an external source

Aviso Integral is a member of the Australian Financial Complaints Authority (AFCA). If we cannot resolve your complaint to your satisfaction, you have the right to refer the matter to AFCA. Any decision AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision and may seek remedies elsewhere.

You can contact AFCA:

By Phone: 1800 931 678 (free call)
By Email: info@afca.org.au
By Post: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
By Visiting: www.afca.org.au