Step 1 — Contact us first
Please give us the opportunity to put things right by contacting us about your complaint in the first instance.
KeyInsure Compliance Office
- Telephone: 08 8120 0899
- Email: service@keyinsure.com.au
- Mail: KeyInsure Compliance Office, Level 3, 36 Grote Street, Adelaide SA 5000
We will acknowledge your complaint within 1 business day, in writing or by telephone. We will take all reasonable steps to ensure that the person your complaint relates to does not handle it, and we will do our best to resolve your complaint within 5 working days.
Step 2 — Our licensee’s Complaints Officer
KeyInsure is a Corporate Authorised Representative of Community Broker Network Pty Ltd (AFSL 233750). If your complaint is not satisfactorily resolved within 5 working days, please contact the licensee’s Complaints Officer:
Community Broker Network Pty Ltd — Complaints Officer
- Telephone: (08) 9480 8950
- Email: compliance@cbnet.com.au
- Post: PO Box 1183, West Perth WA 6872 — please mark the envelope “Notice of Complaint”
If your complaint is referred to the Complaints Officer, receipt will be acknowledged in writing within 1 business day. The licensee will try to resolve your complaint quickly and fairly, and no later than 30 days from receiving it, providing you with updates at intervals of no more than 10 days.
Step 3 — External review by AFCA
Community Broker Network Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority
- Website: www.afca.org.au
- Email: info@afca.org.au
- Telephone: 1800 931 678 (free call)
- In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Insurance Brokers Code of Practice
Community Broker Network Pty Ltd is a principal member of the National Insurance Brokers Association (NIBA), and its staff and Authorised Brokers have adopted the Insurance Brokers Code of Practice. A copy of the Code will be provided on request.
If you think we may have breached the Code, you can report it to the Insurance Brokers Code Compliance Committee (IBCCC):
- Website: www.insurancebrokerscode.com.au
- Email: info@codecompliance.org.au
- Telephone: 1800 931 678 (free call)
- In writing: IBCCC, PO Box 14240, Melbourne VIC 8001
Complaints about privacy
If your concern is about how we have handled your personal information, please contact us using the details in Step 1. Our Privacy Policy explains how privacy complaints are handled and how to contact the Office of the Australian Information Commissioner if you are not satisfied with our response.
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