Complaints Procedure:
If you wish to complain about the services provided by us, please follow our complaints process outlined below:
Step 1: Contact our Call Centre at 1300 810 908. We will discuss the issue with you and endeavor to resolve it promptly. Upon receipt of your complaint, we will acknowledge it within one business day or as soon as practicable. We aim to resolve complaints within 30 calendar days. If the resolution exceeds this timeframe, we will keep you informed of the status of your complaint.
For inquiries regarding our complaints handling process, please get in touch with us via:
Telephone: 1300 810 908
Email: info@gravitasinsurance.com.au
In writing:
Gravitas Insurance Brokers Pty Ltd,
‘Nexus Norwest’ Level 5, 4 Columbia Court NORWEST NSW 2153
Website: www.gravitasinsurance.com.au
Step 2: If you remain dissatisfied with our decision or the handling of your complaint, you have the option to escalate the matter to the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme. AFCA provides a free service to customers and is an independent and impartial body. You can contact AFCA directly or request them to follow up on your behalf under their terms of reference.
AFCA can be reached via:
Telephone: 1800 931 678
Email: info@afca.org.au
In writing:
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au
We are committed to addressing your concerns promptly and ensuring a satisfactory resolution to your complaint.