Disputes Resolution

If you are not satisfied with a product or service provided us, please contact the General Manager of Complete Insurance Group.  Please refer to the Contact us page shown on this website.  If the matter is unable to be resolved to your satisfaction, you can ask that the matter be referred to the PSC Complaints Officer located in our Head Office.

If your complaint is not satisfactorily resolved within 24 hours, please contact our Complaints Officer on (03) 9862 6500 or put your complaint in writing and send it to the:

Complaints Officer

Level 1, 390 St Kilda Road

Melbourne, Victoria  3004.

We will try to resolve your complaint quickly and fairly. The Complaints Officer will acknowledge your complaint in writing and endeavour to resolve the matter within 20 working days of receipt.

If you remain dissatisfied, you have the right to refer your complaint to the Insurance Broking Division of the Financial Ombudsman Service (FOS) for further consideration and/or adjudication.   PSC Connect is a member of this independent facility.  Your complaint will be referred to a FOS Case Manager who will conciliate with a view to seeking a solution acceptable to both parties.

If either you or ourselves reject the FOS Case Manager’s findings and your complaint remains unresolved, it will be referred to the FOS’s Referee who will make a final determination on the resolution of your compliant. The decision of the Referee is binding on us (but not on you).

Further information about FOS is available from all of our offices:

You can contact FOS on 1300 780 808

or via email at info@fos.org.au

Their address is Level 12, 31 Queen Street, Melbourne VIC 3000.