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Complaints handling
Aviva takes complaints seriously and has developed an internal procedure for handling complaints as quickly as possible.
If you have a complaint you should follow these steps:
1. Telephone us on 1800 653 710.
2. Explain the issue and hopefully we can resolve your complaints over the telephone.
What if we cannot resolve your complaint immediatelyω
1. We will obtain your contact details and information about the complaint and provide you with a contact name.
2. Once we have reviewed the details we will contact you to further discuss the issue and obtain a resolution to the complaint.
3. If you are not satisfied with the outcome, you can make a formal complaint to the Compliance Officer by writing to:
The Complaints Officer
Aviva
GPO Box 2567W
Melbourne VIC 3001
4. If your complaint relates to a decision made in relation to a life insurance policy, you can ask that the decision be reviewed by our internal Claims Committee.
What if you believe your complaint should be reviewed independentlyω
If you are dissatisfied with the way in which we have dealt with your complaint, you may be able to refer it to a relevant dispute resolution scheme.
Superannuation
The Superannuation Complaints Tribunal (SCT) is an independent body set up by the Government to resolve complaints about trustees' decisions in relation to superannuation fund members.
The SCT contact details are:
Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne Victoria 3001
Telephone: 1300 884 114
Fax: (03) 8663 5588
Website:
www.sct.gov.au
Email:
info@sct.gov.au
Life insurance policies and managed investment schemes
The Financial Ombudsman Service (FOS) provides accessible, fair and independent dispute resolution for consumers and financial services providers.
The FOS contact details are:
Financial Ombudsman Service
GPO Box 3
Melbourne Victoria 3001
Telephone: 1300 780 808
Fax: (03) 9613 6399
Website:
www.fos.org.au
Email:
info@fos.org.au