COMPLAINTS

For disputes and complaints, in the first instance please contact the policy issuer directly. If you have contacted the policy issuer and are unsatisfied with their response to your complaint, we will deal with it in a fair and transparent manner and will work as quickly as possible to resolve it. Our complaints commitment to you:

• We will acknowledge receipt of your complaint promptly and no later than within 24 hours (or one business day) of receiving the complaint, or otherwise as soon as practicable;
• We will be in touch to let you know whether any additional information is required; and
• We aim to resolve all complaints within 21 days of receiving them. If we are unable to resolve your complaint or dispute within 21 days we will advise this in writing and provide a reason.

Please send us a description of your complaint, how you think we can resolve it and any other relevant information:

• In writing: Iffinity Complaints Officer, Building 7, 570-588 Swan Street, Richmond, Vic, 3121
• By email: complaints@iffinity.com.au

You may at any time contact the Australian Financial Complaints Authority (AFCA) who are an external dispute resolution body and may review your complaint if it falls within AFCA's rules. Their details are:

• Website: www.afca.org.au
• E-mail: info@afca.org.au
• Telephone: 1800 931 678 (free call)
• In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001