Complaints & Disputes Policy – MKW Insurance Brokers
MKW is committed to handling complaints fairly, promptly and free of charge. If you are not satisfied with any of our products or services, please tell us so we can put things right.
Step 1 — Contact MKW (Internal Dispute Resolution)
In the first instance, please contact us so we can investigate and try to resolve your complaint through our Internal Dispute Resolution (IDR) process:
- Phone: 02 9746 6273
- Email: insurance@mkwib.com.au
- Mail: P.O. Box 166, Concord NSW 2137
- Attention: Luke Wiblin
How we handle your complaint
We will acknowledge your complaint promptly (as soon as practicable) and keep you informed of progress. We aim to resolve complaints quickly and will provide a written response within the maximum timeframe permitted under ASIC Regulatory Guide 271 — generally within 30 calendar days of receiving your complaint. If we cannot resolve it within that time, we will tell you why and advise you of your right to take the matter to AFCA.
Step 2 — External Dispute Resolution (AFCA)
If your complaint is not resolved to your satisfaction, or is not resolved within the required timeframe, you may refer it to the Australian Financial Complaints Authority (AFCA). AFCA provides fair, free and independent financial services complaint resolution and is an external dispute resolution scheme of which MKW is a member. AFCA’s decisions can be binding on us. Time limits and eligibility criteria apply.
| AFCA contact | Detail |
| Website | www.afca.org.au |
| Phone | 1800 931 678 (free call) |
| info@afca.org.au | |
| Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
Other avenues
For privacy complaints, you may also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au. Nothing in our process limits any other rights you may have at law.
Australian Financial Complaints Authority (AFCA)
MKW Insurance Brokers is a member of the Australian Financial Complaints Authority (AFCA). AFCA is the independent external dispute resolution scheme for the financial services industry, established to provide fair and independent complaint resolution that is free to consumers.
When to contact AFCA
You should first give MKW the opportunity to resolve your complaint through our Internal Dispute Resolution process (see Section 8). If your complaint is not resolved to your satisfaction, or within the required timeframe, you may refer it to AFCA, subject to AFCA’s eligibility rules and time limits.
What AFCA can consider
AFCA can consider a wide range of complaints about financial firms, including complaints about insurance broking services. AFCA is independent and impartial, does not act for either party, and its determinations can be binding on the financial firm.
AFCA contact details
| Field | Detail |
| Name | Australian Financial Complaints Authority (AFCA) |
| Website | www.afca.org.au |
| Phone | 1800 931 678 (free call) |
| info@afca.org.au | |
| GPO Box 3, Melbourne VIC 3001 |