We are committed to the fair, transparent and timely resolution of disputes and subscribe both to the NIBA Code of Conduct and to the General Insurance Brokers Code of Practice. We have a detailed internal dispute resolution process in accordance with the guidelines in those Codes and Section 912A(1) of the Corporations Act 2001.
As part of our commitment we subscribe to the Financial Ombudsman Services, an external dispute resolution service which is accessible to clients in the event that they believe a complaint has not been satisfactorily dealt with by us.
Initially you should contact us if you have any complaints about our services.
Mr Don Tickle
Rivers Insurance Brokers PTY LTD
PO Box 518
ANNERLEY QLD 4103
Ph: 07 3028 9494
Fax: 07 3891 3111
If your complaint cannot be resolved to your satisfaction within 20 business days, you have the right to refer the matter to the Financial Ombudsman Service (FOS). They may be contacted at:
Financial Ombudsman Service
GPO Box 3
MELBOURNE VIC 3001
Ph: 1300 78 08 08 or 03 9613 7366
A complaint form is also available at the FOS Website ( http://www.fos.org.au )
If you require further information about any of these procedures please contact our office during business hours.
If your adviser can’t respond to your feedback or effectively resolve your issues within three (3) business days – or if you don’t feel comfortable talking with them about your issues – you should contact Millennium3 directly.
If Millennium3 doesn’t provide you with a satisfactory response within 45 days, you have the right to refer your concerns to the Financial Ombudsman Service Limited (“FOS”). FOS is an independent dispute resolution service that deals with complaints about financial services including banking, credit, loans, general insurance, life insurance, financial planning, investments, stock broking, managed funds and pooled superannuation trusts. FOS can be contacted at GPO Box 3, Melbourne Vic 3001 or by phone on 1300 78 0808.
The Australian Securities and Investment Commission (ASIC) also has a Freecall Info line on 1300 300 630 which you may use to make a complaint and obtain more information about your rights.
The law requires Millennium3 to maintain a level of Professional Indemnity Insurance appropriate for our size and the scale and complexity of their operations. Millennium3’s insurance covers claims made against Millennium3 and both its current Authorised Representatives and former Authorised Representatives. Our policy is annually reviewed for currency and suitability and is a key element of Millennium3’s licence obligations.