Our complaints process

If you have a concern about one of our products, services, pet insurance partners or would like to dispute the outcome of one of our decisions, we’re here to help.

Our complaints process has three steps:

Step 1 – Immediate Response

Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.

Contact our Customer Service Team via:

Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.

 

Step 2 – Internal Dispute Resolution

If you have spoken with our Customer Service Team and we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details in Step 1), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business day of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.

 

Step 3 – External Dispute Resolution

In the event your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.

AFCA is an independent, free external dispute resolution service. Here’s how you can get in contact or find out more information:

Website: afca.org.au

Email: [email protected]

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

 

Accessibility Services

If you require additional support raising your complaint with us, we have the following range of accessibility services available.

Users who are deaf, hard of hearing or have a speech impediment can contact us through the National Relay Service (normal operating hours and regular phone costs apply):

• Teletypewriter (TTY) calls phone 133 677
• Voice Relay (Speak & Listen) phone 1300 555 727
• SMS relay– 0423 677 767

For more information or other services, please visit the National Relay Service.

The Translating and Interpreting Service (TIS National) provides translating services in a wide range of languages. Please call 1800 131 450.

 

Whistleblower Policy

PetSure also has a whistle-blower policy for employees, customers and suppliers to use to report concerns of unethical or illegal behaviour.