a) NIBA Code of Practice
BAC are a member of the National Insurance Brokers Association (NIBA) and are bound by their Code of Conduct.
The Code sets out standards for Brokers to follow when dealing with clients including requirements to inform clients of remuneration arrangements and any conflict of interest.
A copy of the code can be obtained from the NIBA website: www.niba.com.au
BAC are committed providing the highest standard of customer service to our clients. The way in which we handle Complaints is an integral part of that service, and we would like to know if your expectations haven’t been met.
If you have a Complaint in respect of any aspect of the service we provide, we would appreciate you letting us know and giving us the opportunity to resolve your concerns.
What should you do if you have a Complaint?
Contact us and tell us about your Complaint.
Complaints can be referred by either email, telephone or mail to your dedicated BAC contact or:
Phone: 02 9360 2244
Address: PO Box 84, Darlinghurst NSW, 1300
We will attempt in good faith to resolve any Complaint in an honest, fair, transparent and timely manner.
If your complaint is not satisfactorily resolved within 48hours, BAC Insurance Brokers Pty Ltd will refer the matter to our Internal Dispute Resolution officer.
Our Internal Dispute Resolution officer will undertake a further review and usually contact you within 15 working days.
Where we identify, or you tell us about, an error or mistake in handling your Complaint, we will immediately initiate action to correct it.
Whilst we anticipate our procedures will resolve your Complaint, if a matter has not been resolved to your satisfaction by us, you may be able to seek a review by an External Dispute Resolution service.
The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that is free to consumers.
AFCA can make decisions with which BAC is obliged to comply with and it’s contact details are:
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Mail: AFCA - GPO Box 3, Melbourne VIC 3001
Please contact our team if you require any additional information.contact us