Your Feedback
At Liberty we value your feedback. Whether it’s a compliment or a complaint, we are continuously seeking to learn from your experience and enhance our service. Similarly, if you have any suggestions or general feedback about our products, policies and procedures and what we could do better, we would like to hear from you.
What to do if you have a complaint
We understand that occasionally you may not be satisfied with our products or services and you may have a complaint. We take complaints seriously and have a process to help you if you wish to make a complaint or have a dispute managed.
Step 1. Please talk to us
Please contact your insurance advisor or the relevant staff member in the department concerned who may be able to resolve the matter for you.
Step 2. Have your complaint reviewed by our Internal Dispute Resolution area
You can ask for the matter to be escalated for an independent review in accordance with Liberty’s Internal Dispute Resolution Process.
You can email details of your complaint please include detailed reasons for requesting the review, supporting evidence and the outcome you are seeking directly to us in writing at complaintsAP@libertyglobalgroup.com. We will acknowledge your complaint within one business day.
The Internal Dispute Resolution team will review your complaint and provide you with a decision usually within 21 business days , provided all necessary information has been received and investigation is complete. If more time is required to investigate and respond we will contact you to advise you of an alternative timeframe and keep you informed of the progress.
Please note the process and timeframes for any complaint will be provided by the team member handling the complaint.
Step 3. Australian Financial Complaints Authority (AFCA)
AFCA provides a fair and independent financial services complaint resolution service that is free to consumers.
Please note that not all matters fall within AFCA Rules and there may be other external dispute resolution options available to you. We encourage you to review the AFCA rules as well as seek independent legal advice.
For matters which can be considered by AFCA they can be referred at any time in the complaints process.
AFCA’s contact details are:
Australian Financial Complaints Authority
Mail GPO Box 3,
Melbourne VIC 3001
Website: www.afca.org.au
Email info@afca.org.au
Telephone 1800 931 678 (free call)