Compliance

What to expect when dealing with us

Website Disclaimer

About This Website

This website is owned and operated by MKW Holdings Pty Ltd trading as MKW Insurance Brokers (ABN 53 617 495 495, AFSL 502391) (“MKW”, “we”, “our” or “us”).

The information provided on this website is published in good faith and is intended to provide general information about insurance products, insurance broking services, risk management and related topics. While reasonable care has been taken to ensure the information is current and accurate at the time of publication, we do not warrant that the information is complete, accurate, reliable or suitable for your circumstances.

You use this website and any information contained on it at your own risk.

General Advice Warning

Any information on this website that may constitute financial product advice is general advice only.

It has been prepared without taking into account your:

  • objectives;
  • financial situation;
  • needs; or
  • individual circumstances.

Before acting on any information on this website, you should consider whether it is appropriate for your circumstances and obtain professional advice where required.

Where insurance products are referred to, you should review the relevant:

  • Product Disclosure Statement (PDS);
  • Target Market Determination (TMD);
  • Financial Services Guide (FSG); and
  • Policy Wording.

before making any decision to acquire, vary, continue or renew an insurance product.

No Personal Advice

Nothing on this website constitutes:

  • personal financial product advice;
  • legal advice;
  • taxation advice;
  • accounting advice; or
  • risk management advice specific to your circumstances.

Any examples, case studies or scenarios are for illustrative purposes only and should not be relied upon as advice.

Insurance Products

Insurance products are issued by insurers and underwriting agencies, not by MKW Insurance Brokers.

Coverage is always subject to:

  • policy terms;
  • conditions;
  • exclusions;
  • limits;
  • sub-limits;
  • excesses; and
  • underwriting acceptance.

Not all policies provide the same cover and cover may vary significantly between insurers.

References to insurance products on this website are summaries only and do not contain full policy terms.

Duty to Take Reasonable Care Not to Make a Misrepresentation

Under the Insurance Contracts Act 1984 (Cth), applicants for certain consumer insurance contracts have a duty to take reasonable care not to make a misrepresentation to an insurer before entering into, renewing, varying or reinstating a policy.

For non-consumer insurance contracts, a duty of disclosure may apply.

Failure to comply with these obligations may affect the validity of insurance cover and the insurer’s ability to pay claims.

Further information is available from insurers and within relevant policy documentation.

Limitation of Liability

To the maximum extent permitted by law:

  • MKW excludes all representations, warranties and guarantees regarding this website and its contents;
  • MKW is not liable for any loss, damage, cost or expense arising directly or indirectly from reliance upon information contained on this website;
  • MKW is not liable for any interruption, delay, defect, virus, cyber event or failure relating to the operation of this website.

Nothing in this disclaimer excludes or restricts any rights that cannot lawfully be excluded under Australian law, including the Australian Consumer Law.

Third-Party Websites

This website may contain links to third-party websites.

Those websites are not controlled by MKW and are provided solely for convenience.

MKW:

  • does not endorse third-party content;
  • is not responsible for the security, availability or accuracy of third-party websites; and
  • accepts no liability arising from their use.

Accessing third-party websites is entirely at your own risk.

Intellectual Property

Unless otherwise stated, all content on this website, including:

  • text;
  • graphics;
  • logos;
  • branding;
  • images;
  • documents; and
  • website design,

is owned by or licensed to MKW Insurance Brokers and is protected by Australian intellectual property laws.

No content may be reproduced, stored or distributed without prior written consent except as permitted by law.

Privacy

Your use of this website is also governed by our Privacy Policy.

Information collected through this website will be handled in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

Please refer to our Privacy Policy for further information regarding the collection, use and disclosure of personal information.

Website Security

Whilst reasonable security measures are maintained, no transmission of information over the internet can be guaranteed to be completely secure.

MKW does not guarantee that:

  • this website will be free from viruses or malware;
  • transmissions will be secure; or
  • unauthorised access will not occur.

Users should take appropriate measures to protect their own systems and information.

Changes to This Disclaimer

MKW may update this Website Disclaimer at any time without notice.

The current version will always be available on this website.

Contact Us

MKW Insurance Brokers

ABN 53 617 495 495
AFSL 502391

If you have questions regarding this disclaimer or our services, please contact us via the details available on our website.

Disputes Resolution & Complaints

Complaints & Internal Dispute Resolution

Our Commitment

MKW Holdings Pty Ltd trading as MKW Insurance Brokers (ABN 53 617 495 495 | AFSL 502391) is committed to providing professional, fair and responsive service to our clients.

We subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA), Australia’s independent external dispute resolution scheme for financial services complaints. [mkwib.com.au], [afca.org.au]

We take complaints seriously and are committed to resolving them promptly, fairly and efficiently.

There is no charge for making a complaint.

What Is A Complaint?

A complaint is an expression of dissatisfaction made to or about MKW Insurance Brokers, our services, our staff, our representatives, our advice, our claims support services or the way we have handled a previous complaint, where a response or resolution is expected.

Complaints may be made verbally or in writing.

How To Make A Complaint

Step 1 – Contact Your MKW Representative

In the first instance, please contact your usual MKW Insurance Brokers representative.

Many concerns can be resolved quickly and informally at this stage.

Step 2 – Contact Our Complaints Officer

If you are not satisfied with the outcome, or would prefer to make a formal complaint, please contact our Complaints Officer.

Complaints Officer

Luke Wiblin

MKW Insurance Brokers

Level 1, 5 George Street

North Strathfield NSW 2137

Phone: (02) 9746 6273

Email: luke@mkwib.com.au

What Happens Next?

Once your complaint is received:

  • We will acknowledge your complaint within one business day or as soon as practicable.
  • We will investigate your complaint fairly and objectively.
  • We may contact you for additional information if required.
  • We will keep you informed of the progress of your complaint.
  • We aim to resolve complaints as quickly as possible.

Where a complaint cannot be resolved immediately, we will provide progress updates throughout the investigation process.

Complaint Resolution Timeframes

We aim to resolve complaints within 30 calendar days of receiving them.

If we are unable to provide a final response within this timeframe, we will:

  • explain the reason for the delay;
  • advise when we expect to provide a final response; and
  • advise you of your right to lodge a complaint with AFCA.

If You Are Not Satisfied With Our Response

If you are dissatisfied with our final decision, or we do not resolve your complaint within the required timeframe, you may refer your complaint to:

Australian Financial Complaints Authority (AFCA)

AFCA provides a free and independent dispute resolution service for consumers and eligible small businesses.

Phone: 1800 931 678

Email: info@afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

Website: Australian Financial Complaints Authority

AFCA can only consider complaints that fall within its Rules.

Additional Support

As a Steadfast Network Broker, our clients also have access to the Steadfast Customer Advocacy Service, which provides independent assistance where concerns remain unresolved.

Email: customeradvocacy@steadfast.com.au

Phone: (02) 9495 6500

Supporting Vulnerable Clients

We are committed to supporting clients who may require additional assistance due to vulnerability, disability, language barriers, financial hardship or other personal circumstances.

If you require additional support during the complaint process, please let us know and we will work with you to ensure the process is accessible and fair.

Continuous Improvement

MKW Insurance Brokers uses complaint feedback to improve our services, systems and client experience. Complaint information is reviewed regularly to identify trends, training opportunities and service improvements.