Complaints & Disputes Handling
What to do if you have a complaint
We genuinely value your feedback – whether it’s a suggestion, a compliment, or a complaint. Every piece of input helps us improve the service we provide.
If something hasn’t met your expectations, we encourage you to contact us first. In most cases, we can resolve the matter promptly and aim to do so within 5 working days.
Should your concern remain unresolved, please reach out to our Complaints Officer at Colonial Financial Services Pty Ltd:
- Phone: (02) 8005 8444
- Email: support@colonialinsurance.com.au
- Post: PO Box A2202, Sydney South NSW 1235 (Please mark the envelope “Notice of Complaint”)
We are committed to handling every complaint fairly and efficiently, and will work to provide a final response within 30 days of receiving it.
Colonial Financial Services Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). If you are not satisfied with our response, you have the right to refer the matter to AFCA at no cost to you. AFCA offers free, fair and independent dispute resolution for financial services customers.
AFCA contact details
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (free call)
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
As a member of the National Insurance Brokers Association (NIBA), Colonial Financial Services Pty Ltd and our Authorised Brokers fully support and adhere to the Insurance Brokers Code of Practice.