Complaints and Dispute Resolution Policy

At M&R Insurance Brokers, we subscribe to the Insurance Brokers Code of Practice and are a proud member of the Australian Financial Complaints Authority (AFCA). In accordance with our Code obligations, we are dedicated to resolving any complaints or disputes fairly, transparently, and promptly.

If you are dissatisfied with our services—or wish to report an alleged breach of the Code of Practice—please let us know by contacting our Complaints Manager in writing.

1. Our Internal Dispute Resolution Process

• Acknowledgment: We will acknowledge receipt of your complaint in writing.  Please refer to Complaints Manager details below on how you can make a complaint.
• Investigate: We will investigate your complaint fairly, objectively, and in accordance with our Internal Dispute Resolution procedures.
• Resolution Timeframe: We will genuinely strive to resolve your complaint efficiently and fairly through our internal dispute resolution system within 20 days.
• Communication: We will keep you updated throughout the process and provide clear reasons for our decisions. If we require additional information, we will agree on an appropriate timeframe with you and keep you informed of our progress.
• Provide a written response: We will provide an written outline of the outcome of our investigation and the reasons for our decision

Complaints Manager Contact Details

• Name: Mr Julien O’Brien
• Company: M&R Insurance Brokers
• Phone: 03 9557 7400
• Email: [email protected]

2. External Dispute Resolution (AFCA)

If you remain dissatisfied with our final response, or if your dispute is not resolved within the required timeframe, you have the right to refer the matter to the Insurance Broking Division of the Australian Financial Complaints Authority (AFCA).  AFCA is a free and independent external dispute resolution scheme.

• Online: www.afca.org.au
• Phone: 1800 931 678
• Address: GPO Box 3, Melbourne VIC 3001

If you require assistance in making a complaint, including interpreter or accessibility services, please let us know.