Complaints Resolution

This policy outlines our complaints-handling process, ensuring accessibility, timeliness, and fairness. It also provides information on how to lodge a complaint, the steps we take to resolve issues, and external escalation options should further resolution be required.

HOW TO LODGE A COMPLAINT

We provide multiple channels to make the complaint process as simple and accessible as possible. You can lodge your complaint via:

• Phone: 1300 854 151
• Email: complaints@kosecgroup.com.au
• Mail: Complaints Manager
  KOSEC Group
  Tower One Barangaroo
  International Towers Sydney, 100 Barangaroo Avenue
  Sydney NSW 2000

If you require assistance in lodging a complaint, please let us know. You may also authorise a representative to act on your behalf.

OUR COMPLAINT PROCESS

1. Acknowledgement
   We will acknowledge receipt of your complaint within one business day, either verbally or in writing.
2. Investigation
   • Your complaint will be thoroughly investigated to ensure a fair and unbiased resolution.
   • To assist in the investigation, we may request details such as your full name, contact information, relevant account or policy numbers, and supporting documentation.
3. Resolution
   • Our aim is to resolve complaints as quickly as possible, ideally within 30 calendar days.
   • If we cannot resolve your complaint within this timeframe due to complexity or other factors, we will provide an update in writing, including reasons for the delay.
4. Response
   • Once the investigation is complete, you will receive a written response detailing:
     • The outcome of the complaint.
     • The reasons for our decision.
     • Your options if you are not satisfied with the resolution.

YOUR RIGHT TO ESCALATE

If you are not satisfied with our resolution, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers a free and independent service to resolve disputes.

• Website: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678
• Mail: GPO Box 3, Melbourne, VIC 3001

OUR COMMITMENT

KOSEC Group is dedicated to maintaining the highest standards in complaint handling by adhering to principles of fairness, transparency, and continuous improvement. We are here to ensure your concerns are addressed efficiently, allowing you to feel confident in our services and approach.

For further information or assistance, please do not hesitate to contact us.