Complaints & Disputes Policy – MKW Insurance Brokers

OUR COMPLAINTS PROCEDURE

MKW Holdings Pty Ltd T/as MKW Insurance Brokers (ABN 53 617 495 495, AFSL 502391) are committed to providing high-quality service to our clients.

We subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA).

We are committed to resolving any complaints promptly, fairly, and in accordance with our internal complaints handling procedures.

If you have a complaint

If you are not satisfied with our products, services, or the conduct of our staff or representatives, please follow the steps below:

Step 1 – Contact your MKW representative

Please contact your usual MKW Insurance Brokers representative in the first instance.
In many cases, concerns can be resolved quickly at this level.

Step 2 – Escalate to our Complaints Officer

If your complaint is not resolved to your satisfaction, please contact our Privacy Officer / Complaints Officer:

Complaints Officer
Luke Wiblin
MKW Insurance Brokers
1/5 George Street
North Strathfield NSW 2137

📞 Phone: (02) 9746 6273
📧 Email: luke@mkwib.com.au

Once received:

If we need additional time, we will keep you informed.

Step 3 – External review options

If your complaint is not resolved to your satisfaction, you may escalate your complaint to external bodies:

✅ Steadfast Customer Advocacy Service

As a Steadfast Network Broker, you have access to an independent advocacy service for further support.

📧 Email: customeradvocacy@steadfast.com.au
📞 Phone: (02) 9495 6500

✅ Australian Financial Complaints Authority (AFCA)

AFCA is a free and independent dispute resolution service.

You may contact AFCA at:

📍 Mail: GPO Box 3, Melbourne VIC 3001
📞 Phone: 1800 931 678
📧 Email: info@afca.org.au
🌐 Website: AFCA Website

AFCA can assist with complaints that fall within its Rules.

Our commitment

We are committed to: