HOW WE RESOLVE COMPLAINTS AND DISPUTES

We have an Internal Dispute Resolution process and are also a member of an External Dispute Resolution Scheme.

If you have a complaint about our services, please contact us. We aim to resolve the majority of complaints within five (5) business days. If we believe it may take longer to resolve your complaint or to investigate the matter thoroughly, we will let you know and keep you informed of progress.

You can make a complaint in writing (letter or email) or verbally (telephone or personal representation). Your complaint will be referred to our complaints officer for response.

Our complaints officer is:

• Contact: Harley West
• Telephone: 038 568 6000
• Email: Harley.West@spotterlife.com.au
• Fax: 03 8672 3561
• Mail: Harley West, Rate Detective Pty Ltd, PO BOX 11, Heidelberg 3084 VIC

In many cases, we will be able to resolve your complaint using our internal dispute resolution process. However, if we are unable to resolve your complaint to your satisfaction then you may refer the matter to our external dispute resolution scheme provider. This is a free service designed to provide you with an independent mechanism to resolve specific complaints.

Our external dispute resolution scheme provider is Australian Financial Complains Authority. You can contact them at no cost by:

• Telephone: 1300 793 143 (free call)
• Website: http://www.afca.org.au/
• Mail: GPO Box 3, Melbourne VIC 3001