Legal Notices
Complaints and Dispute Resolution
Do you have a complaint?
Please contact us if you have an enquiry or experience a problem.
Clearlake Insurance Brokers Pty Ltd subscribes to the Insurance Brokers Code of Practice and is a member of the Australian Financial Complaints Authority (AFCA).
Our relationship with our customers is our priority. We like to provide the best possible service, but if things go wrong, our goal is to always try and resolve any issues as effectively, efficiently and fairly as possible.
If you have a complaint, we’re here to help.
- Please contact our team so that we can work to resolve the problem as soon as possible.
- In the first instance please try and resolve your complaint with your usual contact.
- We will acknowledge your complaint within one business day.
- You can ask for a response in writing at any time.
You can contact us here:
Complaints Manager
Clearlake Insurance Brokers Pty Ltd
Level 5, 333 Kent Street
Sydney NSW 2000
info@clearlakeinsurance.com.au
What information will you need to provide with your complaint?
- Your contact details.
- A description of what your complaint is about. Please provide as much detail as you can to help us investigate your complaint as quickly as possible.
- Copies of any documentation that supports your complaint.
- Details on what you would like us to do to resolve your complaint.
What happens next
We will work with you to resolve your complaint as soon as possible and no later than 30 days.
If you are not satisfied with our response, or we do not resolve your complaint within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA was established by the Federal Government to help consumers reach agreements with financial firms about how to resolve their complaints. AFCA is impartial and independent.
Where parties cannot resolve their complaint, AFCA will decide an appropriate outcome.
Contact details for the AFCA are:
Website: www.afca.org.au
Ph: 1800 931 678
Email: info@afca.org.au
Mail:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
General Advice Warning
The information provided on this website has been prepared for general information purposes only and not as specific advice to any particular person. Any advice on this website is General Advice and does not take into account any person’s individual investment objectives, financial situation or needs. Before making a decision based on this advice you should consider whether it is appropriate to your particular circumstances.
Where the General Advice relates to the acquisition or possible acquisition of a financial product, you should obtain a disclosure document, including the Product Disclosure Statement (PDS) and, where available, Target Market Determination (TMD) relating to the product and consider the content before making any decision about whether to acquire the product.
Authorised by Clearlake Insurance Brokers ABN 16 651 113 861 AFSL 559829
Insurance Brokers Code of Practice
Insurance Brokers Code of Practice
As a member of the National Insurance Brokers Association (NIBA), Clearlake Insurance Brokers Pty Ltd adheres to the Insurance Brokers Code of Practice. This Code reflects our commitment to high standards of competency, training and customer service. It ensures transparent communication, ethical conduct and a robust complaints process.
By following the Code, we foster professional relationships with our clients, insurers and other insurance industry participants.
For more information about the Code, go to the NIBA’s website https://www.niba.com.au. A copy of the NIBA Insurance Code of Practice can be downloaded here