Legal
Complaints and Disputes Policy
At Contega, our clients are at the centre of everything we do. We are committed to delivering high-quality commercial insurance broking and risk advisory services.
If we fall short of your expectations, we want to know. Effective complaints handling is an important part of our commitment to accountability, transparency and continuous improvement.
Contega adheres to the Insurance Brokers Code of Practice and is a member of the Australian Financial Complaints Authority (AFCA). Complaints are managed in accordance with our Internal Dispute Resolution (IDR) procedures and applicable regulatory requirements.
What this policy covers
This policy applies to complaints relating to:
- Insurance broking services and advice
- Risk advisory services
- Claims advocacy and insurer engagement
- Administrative or service-related matters
- Staff conduct
A complaint is any expression of dissatisfaction made to us about our products, services, staff or handling of a complaint, where a response or resolution is explicitly or implicitly expected.
How to raise a complaint
If you have a concern about any aspect of our service, we encourage you to contact your Contega adviser in the first instance.
Alternatively, you may contact our Complaints Officer:
- Email: complaints@contega.com.au
- Address: Level 9, 32 York Street, Sydney NSW 2000
We will acknowledge receipt of your complaint as soon as practicable and commence a review promptly.
Our Internal Dispute Resolution (IDR) process
Contega maintains an Internal Dispute Resolution (IDR) process in accordance with ASIC Regulatory Guide 271.
We will:
- Acknowledge your complaint promptly
- Assess the complaint objectively and fairly
- Consider all relevant information
- Keep you informed of progress
- Provide a written response outlining the outcome and reasons for our decision
We aim to resolve complaints as quickly as possible. If we are unable to provide a final response within 30 calendar days, we will inform you of the reasons for the delay and advise when you can expect an outcome.
Where complaints involve complex advisory matters, third-party information or insurer engagement, additional time may be required. In these cases, we will keep you appropriately informed.
Insurer and product-related complaints
If your complaint relates to an insurer's product terms, underwriting decision or claims outcome, we will:
- Assist you in engaging with the insurer
- Advocate on your behalf where appropriate
- Facilitate communication to support a fair and timely resolution
Where responsibility rests with the insurer, we will guide you through the appropriate escalation pathways.
Confidentiality and privacy
All complaints are handled confidentially and in accordance with our Privacy Policy.
Any personal or sensitive information provided in connection with a complaint will be used solely for the purpose of investigating and resolving the matter, unless otherwise required by law.
External dispute resolution: AFCA
If you are not satisfied with the outcome of our Internal Dispute Resolution process, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair, independent and free dispute resolution services to eligible clients.
Australian Financial Complaints Authority (AFCA)
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail: GPO Box 3, Melbourne VIC 3001
Continuous improvement
We view complaints as valuable feedback. Insights from complaints are used to strengthen our systems, improve our service delivery and enhance client outcomes.
Delivering clear risk advice and strong advocacy is central to our offering, and accountability is fundamental to that commitment.
Contega Pty Ltd trading as Contega Risk Advisory
- ABN 87 703 185 451 | CAR No 001319809
- Authorised Representative of Bellrock Advisory Pty Ltd, ABN 78 611 143 410, AFSL 520 281
- Email: complaints@contega.com.au
- Address: Level 9, 32 York Street, Sydney NSW 2000