The Trustee for Marillion Consulting Trust (ABN 25 302 437 898) t/as Greenslips4Earth provides a complaints handling process for those making and receiving complaints and ensures best practice for handling complaints. We believe that for effective complaints handling, there needs to be commitment at all levels within our organisation. We are committed to responding positively to complaints and this is reflected in our documented policies and procedures for the resolution of complaints.
Our management team is committed to training our staff to ensure staff fully understand the Insurance Dispute Resolution process. We have ensured that there are a sufficient number of staff trained to handle complaints. We have created reporting processes that will inform management and ensure complaints are addressed in a timely and effective manner.
Our Dispute Resolution Officer will investigate your complaint or feedback, complete a full review and respond to you, usually within 7 days. If we need longer than this, we will provide you with regular progress updates and, if further information is needed, we will always let you know.
We are committed to a fair and transparent resolution of all disputes. We subscribe to the Insurance Broker’s Code of Practice and we have a detailed Internal Dispute Resolution process.
We are also a member of the Australian Financial Complaints Authority (AFCA). If your internal dispute is not resolved to your satisfaction, you may lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Further information about AFCA is available from our offices or you can contact AFCA at:
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Should you wish to lodge a complaint, you have the option of contacting our office in several ways;
By Post: Phil Lemieux – Compliance & Complaints Manager – Suite 4, 20 Clifford St, Mosman, NSW, 2088
By Email: phil.lemieux@marillion.com.au
By Phone: 02 8065 4488
