Complaints

Something hasn't worked for you?

At Mitti we are committed to delivering excellent customer service every time you need us. Here's the process if something hasn't worked for you.

If your expectations haven’t been met and you have a complaint, we want to try and solve it with you in a fair and transparent manner. Whether it is a communications mishap or a service that didn't meet your expectations, the only way we can fix it is if you talk to us.

So we can resolve your complaint effectively and efficiently, it's important to follow our complaints and disputes handing process.

1. Speak to us today

The SafetyCulture Care Complaints Team will consider all complaints related to Mitti through their internal complaints resolution process. We understand your time is valuable, so we’re keen to act promptly and respond as soon as possible. We may need to gather more information or do further investigation.

On the rare occasion we can't resolve your complaint on for the Insurance product your purchased or service you've received, we'll escalate the matter to QBE's Customer Care Unit. The QBE Customer Care Unit has 15 business days to complete a review. When you make your complaint, please provide as much information as possible including your policy number and/or claim number.

SafetyCulture Care Complaints Team

Phone 1300 164 884 (Office Hours Mon-Fri: 9:00-17:00 AEST)

Email [email protected] or [email protected]

Post Mitti, PO Box 304, SURRY HILLS NSW 2010

2. Review by QBE's Internal Dispute Resolution

On the rare occasion the SafetyCulture Care Complaints Team can't resolve your complaint, we'll escalate the matter to QBE's Customer Relations team. We will have 30 calendar days from the date of the complaint to complete our review unless otherwise agreed with you. When you make your complaint, please provide as much information as possible including your policy number and/or claim number.

You can also request that the matter be referred to QBE’s Customer Relations team for a review or you can contact them directly:

Phone 1300 650 503

Email [email protected]

The Dispute Resolution Specialist will:

1. Contact you to acknowledge receipt of your complaint by phone or email within three business days of escalation.

2. Review your complaint and review all relevant information.

3. Update you every 10 business days on the progress of the review.

Provide a final decision within 15 business days of escalation if they’ve received all the necessary information. If they need more information, or if your complaint requires further investigation, they’ll advise you how long they think this will take and agree a new time-frame for responding to you.

3. If we are unable to resolve your complaint

If you’re not satisfied with how we have addressed your complaint or we can’t resolve your dispute, you can contact the Australian Financial Complaints Authority (AFCA) which is an external, independent dispute scheme available to you at no cost.

AFCA will let you know if your dispute falls within its Rules and whether they’re able to review it. If it’s outside AFCA’s Rules you can seek independent legal advice or any other external dispute resolution options that may be available to you.

Australian Financial Complaints Authority

Phone 1800 931 678

Email [email protected]

Online www.afca.org.au

Post Australian Financial Complaints Authority, GPO Box 3, MELBOURNE Vic 3001

For privacy complaints

If you have a complaint about the way in which we have handled any privacy issue, including your request for access to or correction of your personal information, you should contact Mitti.

If you’re not satisfied with our response you can refer your complaint to the Office of the Australian Information Commissioner (OAIC) at:

Phone 1300 363 992

Email [email protected]

Online www.oaic.gov.au