Complaints & Disputes – PSC Insurance Group Procedures
The following procedure applies to all AFS licenced entities and Authorised Representatives within the PSC Insurance Group
If you are not satisfied with a product or service provided by your broker or authorised representative, please contact the Manager of the PSC Branch or PSC Entity of the business with whom you are dealing. Please refer to the Contact page shown on this website. If the matter is unable to be resolved to your satisfaction, you can ask that the matter be referred to the PSC Complaints Officer located in our Head Office.
If your complaint is not satisfactorily resolved within 24 hours, please contact our Complaints Officer on (03) 9862 6500 or put your complaint in writing and send it to the:
Level 1, 390 St Kilda Road
Melbourne, Victoria 3004.
We will try to resolve your complaint quickly and fairly. The Complaints Officer will acknowledge your complaint in writing and endeavour to resolve the matter within 20 working days of receipt.
If you remain dissatisfied, you have the right to refer your complaint to the Insurance Broking Division of the Financial Ombudsman Service (FOS) for further consideration and/or adjudication. All of our AFS licensed entities are members of this independent facility. Your complaint will be referred to a FOS Case Manager who will conciliate with a view to seeking a solution acceptable to both parties.
If either you or ourselves reject the FOS Case Manager’s findings and your complaint remains unresolved, it will be referred to the FOS’s Referee who will make a final determination on the resolution of your compliant. The decision of the Referee is binding on us (but not on you).
Further information about FOS is available from all of our offices:
You can contact FOS on 1300 780 808
or via email at firstname.lastname@example.org
Their address is Level 12, 31 Queen Street, Melbourne VIC 3000.