Complaints & Dispute Resolution
Ipswich Insurance Brokers is committed to resolving complaints promptly and fairly. If you are not satisfied with our service or the outcome of a claim, this page explains how to raise a complaint and what happens next.
Step 1 — Contact us directly
In the first instance, please contact us directly. Many concerns can be resolved quickly through direct discussion. Contact us by:
- Phone: 07 3503 1404
- Email: admin@iib.net.au
- Post: Ipswich Insurance Brokers, 16 East St, 4305 Ipswich, Queensland
Please provide your name, contact details, policy number or reference where available, and a clear description of your concern. We aim to acknowledge your complaint within one business day and to provide a substantive response within five business days.
Step 2 — Internal escalation
If your complaint is not resolved to your satisfaction at the initial level, it will be escalated to a senior member of our team. We will advise you of the escalation process and expected timeframe.
Step 3 — Community Broker Network (CBN)
Ipswich Insurance Brokers is an authorised representative of the Community Broker Network (CBN). If your complaint relates to our conduct as a CBN representative and cannot be resolved directly with us, you may escalate to CBN for review.
Step 4 — Australian Financial Complaints Authority (AFCA)
If your complaint remains unresolved after our internal process, you have the right to refer it to the Australian Financial Complaints Authority (AFCA) — a free and independent external dispute resolution scheme. AFCA can consider complaints about financial services including insurance and broking services.
AFCA contact details:
- Website: www.afca.org.au
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Post: GPO Box 3, Melbourne VIC 3001
AFCA can make binding decisions on financial services providers, including requiring them to pay compensation where appropriate. There is no cost to you for using AFCA’s service.
Complaints about an insurer’s claim decision
If your complaint is about an insurer’s decision on a claim — rather than our service — you have the right to use the insurer’s own internal dispute process and then AFCA. We can advise on the appropriate pathway and assist you in preparing a submission where relevant.
NIBA Code of Practice
Ipswich Insurance Brokers subscribes to the National Insurance Brokers Association (NIBA) Insurance Brokers Code of Practice. The Code sets standards for brokers in their dealings with clients. If you believe we have not met the standards of the Code, you may raise this with NIBA.
Our commitment
We take all complaints seriously. Feedback — positive and negative — helps us improve our service. We do not charge for handling complaints and we will not treat you adversely for raising a concern.