Important change to how we manage complaints

Section 912A(1)(g) of the Corporations Act 2001 requires all Australian Financial Licence (AFSL) holders, who provide financial services to retail clients, maintain an Internal Dispute Resolution (IDR) system which adheres to section 912A (2), complying with standards and requirements made by Australian Securities and Investments Commission (ASIC).

In response to changes effective from 5 October 2021, NobleOak has updated our IDR processes including reducing our written response timeframe for complaints from 45 to 30 days.

Our updated complaints process is outlined in the next section below.

Complaints

If you have any concerns about your NobleOak insurance policy or the services provided and wish to make a complaint, you should contact NobleOak Client Care in the following ways;

• By phone on 1300 396 455 8.00am-6.00pm Mon-Fri (AEST)
• By email to [email protected]
• Through our website at nobleoak.com.au/complaints
• By mail at GPO Box 4793, Sydney, NSW 2001

Client Care will acknowledge your complaint within 1 business day of receiving it.  We will aim to resolve your complaint within 5 business days and no later than 30 calendar days.

Where there is a possibility that the 30-day timeframe may not be met (for example if the matter is particularly complex or where there are circumstances outside of our control). We will contact you before the end of the 30 days period advising of the delay and outlining the reasons for the delay.

If your complaint is not resolved to your satisfaction by the Client Care team, or a final response has not been provided within 30 days, you can refer your matter to the Australian Financial Complaints Authority (AFCA).

AFCA is an independent dispute resolution service provided free of charge. For more information, please visit their website at www.afca.org.au

AFCA contact details:

Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001 Phone: 1800 931 678 (free call)

Website: www.afca.org.au Email: [email protected]

Information is current as at 5 October 2021.