Complaints
Policy

Complaint Management Process

Objective

 

This Complaint Management Process outlines the way Brooksight Investigations will report and manage any complaint you may have with the appointed Investigator, the services provided by Brooksight Investigations or the investigation process.

This Process aims to provide you with the information you need to contact us or your insurer with a complaint.

Application

This Process applies to all services that are provided by Brooksight investigations.

Brooksight Investigations adopted the definition of a complaint as outlined by the Australian and Security & Investments Commission (ASIC) who have adopted AS/NZSD10002:2014 and define a complaint as:

“An expression of dissatisfaction made to or about an organization related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required’

If you have a complaint as outlined in ASIC’s definition, we urge you to make a complaint.

How to lodge a complaint

If you experience a problem, are not satisfied with our service or with the investigation process, please let us know.  The simplest way to make a complaint or provide feedback to Brooksight Investigations is by:

 

Website: www.brooksight.com.au/complaints

Phone:  1300 146 007 (during business hours)

Mail: PO Box 9280, GCMC, QLD, 9726

Contact the assigned Investigator and advise them of the complaint

Reporting a complaint direct to your insurance company

Each insurance company has an obligation to have processes in place for their customers to report any complaint directly to them.

Your insurer will provide options for you to report a complaint online, calling them directly or by mail.

The information about how to make a complaint can be contained from your insurer’s website.

Reporting to an external service 

Australian Financial Complaints Authority (AFCA)

You also have the option to report your complaint to the Australian Financial Complaints Authority (AFCA).  AFCA provided fair and independent financial services complaint resolution that is free to consumers and small businesses. 

 

Contact details for AFCA:

 

Website: www.afac.org.au

Email:  info@afca.org.au

Phone:  1800 931 678 (free call)

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

 

The Office of the Australian Information Commission (OAIC)

Alternatively, privacy complaints can be made to:

 

Website: www.oaic.gov.au

Email:  enquiries@oaic.gov.au

Phone:  1300 363 992

Fax:      02 9284 9666

Mail: Office of the Australian Information Commission, GPO Box 5218, Sydney, NSW, 2001