cowden - afra · australian furniture removalists association inc printed 01/10/14 page 3 of 18 1...

Address Unit 6/7 Packard Avenue Baulkham Hills NSW 2153 Telephone 1800 671 806 Facsimile [02] 9659 5311

E Mail [email protected]

Website: www.afra.com.au

COWDEN - AFRA INSURANCE PROCEDURE MANUAL

AFRA Insurance Procedure Manual

Australian Furniture Removalists Association Inc Printed 01/10/14 of 18

INDEX

1 BACKGROUND ............................................................................................. 3

1.1 AFRA .................................................................................................... 3

1.2 What is the FSRA and how does it affect you? ..................................... 3

1.3 AFRA’s Insurance Distribution Program ................................................ 3

2 WHAT YOU CAN DO (AND WHAT YOU MAY NOT DO) .............................. 4

2.1 What insurance services can I provide? ................................................ 4

2.2 What can’t I do? .................................................................................... 4

2.3 Where do I start? .................................................................................. 4

3 IMPORTANT INFORMATION ........................................................................ 5

3.1 The 3 Cardinal Rules ............................................................................ 5

3.2 What is the FSG & PDS? ...................................................................... 5

3.3 What is Factual Information? ................................................................ 5

3.4 What is not Factual Information? ........................................................... 6

3.5 What is General Advice? ....................................................................... 6

3.6 What is Personal Advice? ..................................................................... 7

3.7 FAQ’s .................................................................................................... 8

3.8 What are the implications of non-compliance? ...................................... 9

4 PROCEDURES ............................................................................................ 10

4.1 Providing Information about Insurance – Email and Telephone........... 11

4.2 PDS Script .......................................................................................... 12

4.3 FSG Script .......................................................................................... 13

4.4 Providing Information about Insurance – Estimator Visit ..................... 14

4.5 Arranging Insurance ............................................................................ 15

4.6 One-Off Cover/Referrals ..................................................................... 16

4.7 Complaints Process ............................................................................ 17



1 BACKGROUND

1.1 AFRA

The Australian Furniture Removers Association Incorporated (AFRA) is our national trade association. It is dedicated to promoting and fostering the interests of the furniture removal industry throughout Australia. It sets and maintains professional standards for the industry. It also provides a range of services to us including bulk buying schemes, training and dispute resolution.

1.2 What is the FSRA and how does it affect you?

Part of our role as a Furniture Remover is to assist our customers to obtain insurance to protect their goods while they are in transit and/or storage. Amendments to the legislation relating to the provision of insurance (contained in the Financial Services Reform provisions in the Corporations Act 2000), mean that as furniture removers, we either need to hold an Australian Financial Services Licence to provide insurance services to our customers, or be authorised to provide those services by someone who does hold such a licence. The Act requires all providers of financial services (including insurance) to be fair and honest in their dealings with customers and to give customers certain information about the insurance products that they provide

1.3 AFRA’s Insurance Distribution Program

AFRA in consultation with Cowden (Vic) Pty Ltd has developed an Insurance Distribution Program to assist furniture removers to continue to be able to provide insurance services to their customers, without needing to hold an AFS Licence. The Program has been developed in association with licensed insurance brokers, Cowden (Vic) Pty Ltd (“Cowden”). Cowden has appointed your company as its authorised representative to enable you to provide insurance services to your customers. They authorise you to provide limited general advice to your customers and to arrange insurance for them. However, you must do so in accordance with these procedures. If you do not, your authorisation will be taken away. Through online training, AFRA will provide insurance training to staff that provide insurance services under the agreement with Cowden. It will monitor and supervise our insurance activities as part of its professional standards program.



2 WHAT YOU CAN DO (AND WHAT YOU MAY NOT DO)

2.1 What insurance services can I provide?

Information and General Advice – You may provide customers with factual information and general advice about Customer Goods in Transit and Storage Insurance. You can discuss the insurance options that are available to customers, however you can only do this in accordance with the scripts or frequently asked questions (FAQs) that are contained in this Manual. Arrange – You can also arrange Customer Goods in Transit and Storage insurance for our customers.

2.2 What can’t I do?

Personal advice - The one thing that you may not do is provide personal advice to the customer. You are not authorised to do this. This means that even though you may know about the customer’s circumstances because you have evaluated and estimated their goods, you cannot advise them which type of cover is appropriate for them. They must decide for themselves or seek personal advice from a qualified adviser. If they do require personal advice, you can refer them to Cowden for assistance. Why can’t I give personal advice? - The reason for this is that the law requires you to have specified insurance qualifications in order to provide personal advice. You do not have those qualifications. If you did provide personal advice to customers, you would be breaking the law. How do I ensure that I don’t give personal advice? - The information and procedures in this Manual will help you to ensure that you don’t give personal advice when discussing and arranging insurance. Not only will these procedures assist you to comply with the FSRA, they will also ensure you provide accurate and useful information to our customers when arranging their transit and/or storage insurance.

2.3 Where do I start?

Read this Manual starting with the section entitled Important Information. That section will help you understand what is factual information, general advice and personal advice. It will also tell you about the documents you need to give to the customer when you arrange insurance for them.



3 IMPORTANT INFORMATION

3.1 The 3 Cardinal Rules

1

Always give customers the Customers Goods in Transit and Storage Financial Services Guide, Product Disclosure Statement and Policy Wording

2

Only give factual information and general advice according to the scripts and FAQs

3

Do not give personal advice

The 3 Cardinal Rules apply whenever you provide information or advice about Customer Goods in Transit or Storage insurance. Once you understand these 3 Cardinal Rules, you can use the procedures in the next sections to arrange insurance for our customers.

3.2 What are the FSG, PDS and Policy Wording?

The Financial Services Guide (FSG) describes the insurance services you provide as an authorised representative of Aldridge and Street. It also covers how we charge for our services and how complaints are handled. The Product Disclosure Statement (PDS) and Policy Wording contain information about Customer Goods in Transit and Storage Insurance including:

Who insures the policy

What the policy covers (including the conditions, exclusions and limits)

The cost of the insurance and

How complaints are handled and other customer rights.

3.3 What is Factual Information?

Factual information is accurate and objective information about:

How our company, through Cowden, is able to arrange Customer Goods in Transit and Storage Insurance

The services that we offer (e.g. arranging insurance)

Customer Goods in Transit and Storage Insurance (e.g. what it covers, what it does not cover, the various limits on cover, how the excess works excess etc.)

Examples of factual information

We can arrange insurance for your goods while they are in transit and/or storage Fact: Yes, as Authorised Representatives of Cowden you can arrange Customer Goods in Transit and Storage Insurance



The Product Disclosure Statement summarises what the policy covers, the various cover options available to you and what it does not cover

Fact: This is set out in the Product Disclosure Statement

If you need advice or your insurance needs are different from the cover available in the policy, we can refer you to our authorising broker, Cowden who will be able to assist you. Contact them on 03 9686 6500.

Fact: This is set out in the Financial Services Guide

There are many circumstances for which we, as your remover, may not be liable to make good any loss or damage to your goods Fact: Despite all the care and expertise in the world, accidents can still sometimes happen and your legal liability in such events may be limited

3.4 What is not Factual Information?

As long as you can factually support the statements you make, you are giving factual information. If you stray from the information in the FSG, the PDS or the Policy Wording, you may find yourself providing inaccurate or misleading information. Your opinion (as reasonable and objective as it may be) is not factual information – it is advice. Make sure any advice you give about Customer Goods in Transit and Storage Insurance is in accordance with the general advice guidelines. If you are asked questions about the product and you are not sure, check the PDS or contact Cowden on (03) 9686 6500.

3.5 What is General Advice?

Remember, you may provide limited general advice. General advice is a general statement, recommendation or opinion that influences or could influence the customer to make a decision about insurance. It must not be based on their personal circumstances (this is personal advice, which you are not authorized to provide). You can give general advice when you are asked in general terms about insurance and you want to:

Recommend taking out insurance, or

Tell the customer about the Customer Goods in Transit and Storage insurance policy; General Advice should only be provided in accordance with the following examples and FAQ’s at the end of this section. Examples of general advice:

You should consider taking out transit and/or storage insurance because your home contents policy may not cover your goods while they are in transit or storage

The Customer Goods in Transit and Storage Insurance that we can arrange will cover your goods while they are in transit and storage

We recommend the Full Cover option because it covers your goods for almost all risks of loss or damage, whereas Restricted Cover only covers them for some



risks. The risks it covers are summarised in the PDS. This is only general advice, and you need to consider whether this cover is adequate for your needs

We recommend that you take the Replacement Cost option, because this means that in most circumstances, you will receive new for old for goods that are less than 10 years old. Market Value only gives you depreciated value of your goods. This is only general advice, and you need to consider how much cover you need.

If you are unsure about the value of your antiques, you may like to consult a professional valuer

Whenever you give general advice:

Warn the customer that it is general advice and that they need to decide for themselves.

Give the customer the FSG, the PDS and the Policy Wording and tell them that they contain important information to help them make the decision.

3.6 What is Personal Advice?

Personal advice is a statement, recommendation or opinion you make that influences or could influence the customer to make a decision about the insurance where:

You have considered their needs, financial situation or objectives; or

They reasonably assume you have considered their needs, financial situation and objectives.

Remember, you cannot give personal advice about insurance to customers. You can’t tell the customer what is suitable or appropriate for them or make the decision for them. The customer must decide if they will take out insurance and which cover is appropriate for them. It is very easy to give personal advice by mistake. This can occur when giving answers that are based on your knowledge of a customer’s situation or trying to assist the customer to minimise their risk or the cost of the insurance. This is why care is needed when a customer asks for your opinion about the insurance or for your assistance in making a decision. Sometimes all you need to do is change the way you deliver the information and to avoid giving personal advice. The simplest way to avoid giving personal advice is to only supply factual information or general advice about the insurance in accordance with the examples and FAQ’s provided in this Manual. Here are some examples: Examples of personal advice

Well, taking into account what you have just told me, you probably only need transit cover.

This is personal advice because you have made a recommendation about which cover is appropriate for the customer based on their needs.



As cost is important to you, you could take out the Restricted Cover and only insure for Market Value.

This is personal advice because you have made a recommendation based on the client’s financial situation.

As you want to ensure that you have the broadest coverage, you should take out Full Cover for Replacement Cost.

This is personal advice because you have made a recommendation based on the client’s objectives

3.7 FAQ’s

To assist you, we have prepared some frequently asked questions and answers. All the answers are either factual information or general advice. Don’t forget to use the general advice warning.

Question Answer

Do I really need to bother taking out insurance?

This is up to you, but we strongly suggest that you consider it as your goods will be exposed to a higher risk of loss/damage than when they are inside the home.

Will my Home and Contents Insurance Policy cover the move or storage of my goods?

Usually they do not, but by all means check your policy wording or contact your insurer to find out.

Do I need to insure everything?

That is up to you. If you decide to insure only specific items, anything that is not on the list will not be covered.

Which type of cover do you recommend I take out?

Without knowing your circumstances, we generally recommend that customers take out Full Cover and insure their goods for Replacement Cost This means that you have the broadest coverage against the risks of loss or damage and you would receive new for old in most circumstances (unless your goods are more than 10 years old).

However, we cannot advise you about your personal situation. You need to read the PDS carefully and choose the cover that suits your circumstances.

How much should I value my goods for?

If you choose replacement cover, you need to estimate the cost of replacing your goods with new goods of similar type and quality.

If you choose market value cover, then you need to estimate the amount that you would be likely to receive for your goods if you sold them.

You can either provide us with a figure or the total value of your goods or you can use our Insurance Declaration to identify and value your goods.

Does this cover me for everything?

That will depend on the cover you have selected

I have 100 CD’s. Do I have to itemise them individually?

No just estimate their total value. For example you may estimate their replacement value at $2,000. In the event of a claim, you would receive $20 per CD.

However, if you have say, a valuable special edition, you may like to specify it and value it separately.



Question Answer

I have to put my goods in storage – do I have to take out separate insurance for that?

Yes, we can arrange storage insurance for your goods in conjunction with the transit insurance.

What experience do you have in insurance?

Our authorised broker, Cowden, are removal insurance specialists

How will I know what I am covered for?

The Product Disclosure Statement (PDS) summarises what the policy covers, the various cover options available to you and what it does not cover. You should read the Policy Wording which details the full policy conditions and cover.

I don’t think your insurance is going to be sufficient for my needs so what should I do?

If you need advice or your insurance needs are different from the cover available in the policy, we can refer you to our authorising broker, Aldridge and Street who will be able to assist you. Contact them on 03 9867 7663

But won’t your insurance cover my move?

There are many circumstances for which we, as your remover, may not be liable to make good any loss or damage to your goods

I do want to take out insurance for the move but do I have to take it out with you?

No, you are under no obligation to take out transit and/or storage insurance with us even though you are booking your move through us. It is your choice with whom you take it out with.

Really, it’s not likely there will be any damage or loss to my goods is it?

Despite all the care and expertise we take, accidents can still happen and many things are outside our control. We will endeavour to ensure there is no loss or damage, but we do recommend you take out insurance to insure your goods.

Someone told me that I would not be able to take out insurance if I pack the boxes myself - is this true?

No, the Customer Goods in Transit and Storage Insurance can cover cartons that have been packed by you as long as you supply an itemised valued list of contents for each carton. However, such goods are insured only for Restricted Cover.

Will I have to pay an excess if I have a claim?

Yes, the Customer Goods in Transit and Storage Insurance does have an excess which is set out in the PDS.

If you are asked any questions that not covered above or cannot be answered using the FSG, PDS, Policy Wording or other company brochures, contact Cowden.

3.8 What are the implications of non-compliance?

It is critical you follow these procedures. Breaches of the FSRA could incur fines and penalties.



4 PROCEDURES

What do the procedures cover?

The procedures cover the following:

Providing Information about Insurance (including quotations)

Arranging the Insurance

One-off Covers – Referrals

Complaints

How do I use them?

Each procedure is a Flowchart detailing the steps to complete. To follow the flowcharts, you need to understand the following:

What the Customer Goods in Transit and Storage Insurance policy covers and the various cover options available. You will have covered this in your insurance training. You can refresh your understanding at any time by reading the FSG, PDS and the Policy Wording

The documents we use to arrange insurance for customers. These include the: o Financial Services Guide (FSG) o Product Disclosure Statement (PDS) – Part 1 o Policy Wording – Part 2 o Insurance Declaration o Quotation and Quotation Acceptance o Contract for Removal and Storage o Insurance Certificate o Invoice.



4.1 Providing Information about Insurance – Email and Telephone

START HERE

Telephone

Customer would like further information or for you to arrange insurance?

Read the FSG Script

Tell the customer you can arrange insurance for the move, if they wish

Customer does not wish to discuss or take out insurance? Tell them if they change their mind, they can contact you at any time

Customer selects the type of

insurance cover.

Email

1. Tell the customer that:

You can arrange insurance for their goods while in transit or storage because you are an authorised representative of Aldridge & Street who are licensed insurance brokers

You will send them some information about insurance 2. Email the customer the insurance documentation including the FSG and the PDS and the

Insurance Declaration. Invite the customer to contact you with any questions.

Using your Rate Schedule, explain how the premium is calculated. Give the customer an estimate of the insurance charges explaining that the quotation will be confirmed upon receipt of the Insurance Declaration.

Read the General Advice Warning: "The information I have given you is only general advice and I have not considered your individual situation. You should read the Product Disclosure Statement and Policy Wording carefully before you decide whether to take out Customer Goods in transit and Storage Insurance and choose from the various options available. It is up to you to make sure the cover you choose suits your needs."

Customer does not wish to proceed with quote? Make note in the file and terminate discussion on insurance

Customer would like to proceed with the quote?

Prepare the Removal and Storage Quotation incorporating the insurance charges if possible.

Send the customer the following documents:

Letter/email enclosing quotation

Contract for removal and storage

FSG, PDS and Policy Wording

Insurance Declaration Record that you have provided these documents to the customer.



4.2 PDS Script

How to use this script – You must read the black text to the client. If the client asks you for more information or clarification, you may provide them with the information in blue. Customer Goods in Transit and Storage Insurance covers your goods while they are being removed or stored by your furniture remover. [Pause] The policy has a number of cover alternatives available to you. Firstly, you can choose Full Cover or only Restricted Cover. If the client asks, you can tell them that these mean the following

Full Cover

This covers you for loss or damage to your goods other than some excluded risks as detailed in the Policy Wording.

Restricted Cover

This only covers loss or damage which occurs as a result of:

Fire, explosion, lightning and flood

Overturning and/or derailment of conveyance

Collision of vessel, aircraft or conveyance

Crashing or forced landing of aircraft

Stranding, sinking, or contact of a vessel with any external object other than water

Entry of water into a vessel, hold, container lift van or place of storage

Discharge of goods at a port of distress

Jettison of goods from a vessel Theft, Pilferage or Non delivery of an entire package or item.

Secondly, you can cover your goods for Replacement Cost or Market Value. If the client asks, you can tell them that these mean the following

Replacement Cost

If your goods are lost or totally destroyed, you will receive the new replacement cost provided the goods are less than 10 years old or have been specifically declared.

Market Value

You will only receive the current market value of the goods, its new value less an allowance for age, condition, wear and tear and depreciation of the goods.

Both covers will generally cover the cost of repair

We cover your goods in transit and we can also extend cover for them where you request to store them. Some specific storage risks such as fire and lightning are covered by insert name of insurer who is based at insert address. All other risks are insured by insert name of insurer and they are based at insert address. We or Cowden can answer any questions you might have about the policy. There are some circumstances where the policy does not cover you, or the cover is limited. If the client asks, you can tell them that:

Goods Limitations/exclusions

Items more than 10 years old Market value cover unless the item is listed and value declared on your Insurance Declaration.

Computers and computer accessories Clothing Motor vehicles, caravans, boats and trailers

Market value cover only.

Office and factory goods The lesser of Market Value and Declared Value (the amount you nominate on the insurance declaration), plus insurance, packing and freight.

Pairs and sets Only the lost or damaged parts payable.

Antiques and Furniture Reasonable cost of repair. Loss of Value not covered.



Goods Limitations/exclusions

Owner packed cartons Restricted cover only Maximum of $500 for non delivery of a carton unless an itemized list of contents is provided before transit commences. Damage or loss to contents excluded unless evidence of external damage to carton caused by a risk covered.

Motor vehicles being driven under their own power Not covered unless being loaded or unloaded by your authorised representative of the Removal Company.

Valuables worth more than $1,000 Limited to a maximum of $1,000 unless specifically listed and valued in your Insurance Declaration.

Flood - Storage Not covered by the policy if caused by water from or action by the Sea, Tidal wave, Storm surge or High water.

Terrorism Transit cover only

Various other risks Refer policy wording – Other Excluded Risks.

[Pause] The cost of the insurance depends on the value of the goods being removed or stored, the distance the goods are transported or period in storage and the types of cover you select. An excess applies if you make a claim. [Pause] You must tell the insurers everything they need to know in order to decide whether to accept the risk and the terms on which they will insure you. If you don’t, your claim could be denied or reduced, or your policy could be cancelled. [Pause] If you change your mind about the insurance, you have 20 days to tell us that you don’t want it. However you cannot change your mind if the removal has commenced or you have made a claim.

If you have any complaints about the insurance, you can contact Cowden (Vic) Pty Ltd.

There’s more information about all of these things in the Product Disclosure Statement that I will send you. [End of script] 4.3 FSG Script:

“I can arrange insurance for your goods while they are in transit or storage because we are an authorised representative of Cowden (Vic) Pty Ltd who are licensed insurance brokers. I will send you a Financial Services Guide, Product Disclosure Statement and Policy Wording which tells you about us and the Customer Goods in Transit and Storage Insurance we can arrange to help you decide if it is suitable. We receive the difference between the amount you pay us for your insurance and the premium we pay for the policy when we take it out. The amount you pay us is based on the value of the goods we are removing or storing on your behalf. The amount that we pay for the policy is based upon our annual turnover.”



4.4 Providing Information about Insurance – Estimator Visit

Tell the customer you can arrange insurance for the move, if they wish.

Prepare the Removal and Insurance documentation for the meeting, including the FSG, PDS and Policy Wording documents.

Customer does not wish to discuss or take out insurance? Tell them if they change their mind, they can contact you at any time.

Customer would like further information or for you to arrange insurance?

Tell the customer that:

You can arrange insurance for their goods while in transit or storage because you are an authorised representative of Cowden (VIC) Pty Ltd who are licensed insurance brokers.

Give the customer the FSG, PDS and Policy Wording documents.

Explain that they contain information about the insurance services you provide and about Customer Goods in Transit and Storage Insurance.

Read the General Advice Warning: “The information I have given you is only general advice and I have not considered your individual situation. You should read the Product Disclosure Statement and Policy Wording carefully before you decide whether to take out Customer Goods in Transit and Storage insurance and choose from the various options available. It is up to you to make sure the cover you choose suits your needs”

Explain the insurance options available. (Ensure that you only provide factual information and general advice in accordance with the FAQs and scripts in your manual).

1. Show the customer how to complete the Insurance Declaration.

2. Explain how to estimate the value of their goods.

3. Tell them where to send the Insurance Declaration when they have completed it.

4. Tell them when they can expect to receive the Quotation and explain that if the Insurance Declaration is not returned before you send it, the insurance charges will not be included.

Customer selects the type of insurance cover they want and asks for an estimate

Using your Rate Schedule, explain how the premium is calculated. Give the customer an estimate of the insurance charges explaining that the quotation will be confirmed upon receipt of the Insurance Declaration.

Customer does not wish to proceed with quote? Make a note in the file and terminate discussion on insurance.

Customer would like to proceed with the quote?



4.5 Arranging Insurance

4.5.1 Estimator visited Customer, Insurance Declaration returned before Quoting

4.5.2 Estimator visited Customer, Insurance Declaration returned after Quoting

4.5.3 Quotation provided by Telephone

Upon receipt of the signed Removal/ Insurance Quotation and Insurance Declaration

Upon receipt of signed Quotation: 1. Prepare the Insurance

Certificate 2. Enter customer details and

insurance amount into database

Issue confirmation of arrangement of insurance by sending the Insurance Certificate to the customer

Check that quotation is correct, based on the Insurance Declaration

If correct

If not correct

Reissue quotation based on the information provided

Upon receipt of the Insurance Declaration

Prepare the Removal and Storage Quotation incorporating the Insurance charges

Send the following to the customer: 1. Letter/email enclosing

Quotation 2. Quotation and Contract

for Removal and Storage

Upon receipt of the Insurance Declaration

Estimate the insurance charges and notify the customer by telephone, email or facsimile

Upon receipt of signed Quotation: 1. Prepare the Insurance

Certificate 2. Enter customer details and

insurance amount into database

Upon receipt of signed Quotation: 1. Prepare the Insurance Certificate 2. Enter customer details and insurance

amount into database





4.6 One-Off Cover/Referrals

Tell customer that Aldridge & Street can probably arrange to cover their goods and that you can arrange for them to obtain a quotation

The type of goods being moved are not covered by Customer Goods in Transit and Storage Policy, and/or The value of goods exceeds amount of cover available under the policy.

Value of goods exceeds amount of cover available under policy

Customer wishes to proceed with quotation

Provide quotation and all documents provided by Cowden to customer. Ask customer to tell you if they if they require the insurance.

Cowden (Vic) Pty Ltd forward the policy and invoice to you.

1. Advise Cowden (Vic) Pty Ltd of confirmation from customer and ask them to arrange the insurance.

2. Include the premium in your invoice to the customer.

Cowden (Vic) Pty Ltd prepares a quotation for the insurance and sends it to you.

Send policy to customer.

When premium is received, forward to Cowden (Vic) Pty Ltd.

Customer wants to proceed

Collect and send to Cowden (Vic) Pty Ltd the following information:

Name of the insured

Description of goods

Uplift and delivery dates and addresses

Total value of goods

Type of cover required, i.e. full/restricted/storage only, replacement cost/market value.



4.7 Complaints Process

Customer verbally advises you of a complaint

Ask for written details of their complaint to be sent as soon as possible

Notify relevant personnel of potential complaint e.g. Complaints Officer, Management

Customer submits written complaint: 1. Send acknowledgement of the complaint to customer

advising what you are doing about it and requesting further information if necessary

2. Investigate complaint and devise a solution in line with company policy

3. Telephone and correspond with customer to achieve resolution

Problem Solved Confirm with customer in writing

Problem Not Resolved 1. Advise customer of reasons for outcome 2. Advise customer they may refer the dispute to Cowden

(Vic) Pty Ltd on (03) 9686 6500. Explain that you are bound by the outcome of that referral

Consider whether the matter could give rise to a claim and whether to notify Cowden (Vic) Pty Ltd and/or seek legal advice

Dispute Referred to Cowden: 1. Provide all information requested by Cowden (Vic)

Pty Ltd 2. Present your case to Cowden (Vic) Pty Ltd

Problem Solved Confirm with customer in writing

Problem Not Resolved Notify customer they can refer the dispute to the Financial Services Ombudsman on 1300 780 808.



APPENDICES

Appendix 1 - Complaints/Breach Report

COMPLAINTS/BREACH REPORT INITIAL REPORT Customer Date of Complaint/Breach

Staff Member Location

Nature of Complaint/Breach

Corrective Action Proposal

Signed by Staff Member Date Initials

Manager’s Comments Name of Manager:

Signed Dated Logged in Register

FOLLOW-UP REPORT

Staff Member Follow-Up Date

Current Status Resolved / Not Resolved

Corrective Action Proposal (if any)

Signed by Staff Member Date Initials

Manager’s Comments Name of Manager:

Signed Dated

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