Complaints/Dispute Resolution

As part of the Code obligations, we are committed to the fair, transparent and timely resolution of disputes. We are also a member of an External Dispute Resolution Scheme (EDR). It is approved by the Australian Securities and Investment Commission (ASIC) and reviews disputes that fall within its terms/rules. Its final determinations are binding on us.

If you are unhappy with any of our services please lodge your complaint in writing or contact our Office as follows

Complaints Manager
Ken Tame & Associates
Phone: 1800 582 582
Fax: 03 8480 2299
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Post: PO Box 582, Preston Vic 3072

If your complaint relates to a claim matter we will genuinely attempt to resolve the matter fairly and efficiently through our internal disputes resolution system.

We will keep you informed about how we handle your complaint and provide you with reasons for our decisions. If we require further information to determine or resolve your complaint, then we will inform you of this and agree with you an appropriate time frame.

If you are not satisfied with our decision or a decision is not reached within 45 days, you may lodge a complaint:

The Australian Financial Complaints Authority
Online: www.afca.org.au
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Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001

AFCA is an independent external dispute resolution schemes that provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms.

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