Complaints Policy

nib Travel Services (Australia) Pty Ltd ABN 81 115 932 173 AFS Licence No. 308461 and related Authorised Representatives (“nib” or “nib Travel” or “us”)

October 2021

1. Scope

Our nib Travel Complaints Policy applies to complaints made by our Australian customers or in respect of our products issued in Australia. The nib Travel Complaints Policy applies to Directors, officers, the Senior Executive team and all employees of nib Travel (Australia) Pty Ltd and related entities and service providers (“employees”).

2. Policy Statement

2.1. Company’s commitment to customer satisfaction

nib Travel is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving customer complaints as quickly as possible. We make every effort to ensure complaint handling is fair, efficient and accessible and compliant with our regulatory obligations.

2.2. Definition of a complaint

In this policy, a complaint is an expression of dissatisfaction made to or about an organization, related to its products, services, employees or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

2.3. Making a complaint

We understand the importance of providing excellent service and helping our customers. We also know that your feedback can improve the quality of service.

We have a process for dealing with complaints to ensure they are heard, free of charge. The first thing you should do is talk to one of our consultants about your concern. Phone us on 1300 410 272 and the consultant may be able to resolve the complaint for you.

Alternatively, you can lodge a complaint with nib Travel in one of the following ways:

  • By telephone: 1300 025 121
  • By writing to: nib Travel Services (Australia) Pty Ltd, PO Box A975, Sydney South, NSW, 1235, Australia
  • By email: [email protected]

2.4. Help when making a complaint

Our commitment is to ensure all complaints are dealt with respectfully, sensitively, fairly, promptly, knowledgeably and consistently. The person receiving or managing your complaint will provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance, please inform us and we will work with you to make sure we adapt, where possible, to meet your needs.

Hearing and speech
Should you require assistance due to having hearing or speech impairment, you can contact us by using the National Relay Service (NRS) by voice on 1300 555 727 or using TTY on 133 677. This is a free service and can be used to contact us via the telephone numbers listed above.

Language
Should you require help with communicating with us in English you can contact the Translating and Interpreting Service (TIS) on 131 450. They can assist you in contacting us via one of the above contact numbers.

Another person acting on your behalf
You may wish for someone else to deal with your complaint on your behalf. This might be a family member, friend or advocate. If so, you will need to let us know who that person is, so that we can make a record of the authorisation you have provided them and allow them to speak and make decisions on your behalf.

2.5. Complaint process

Acknowledge – nib Travel will acknowledge your complaint within one business day and provide you with the contact details of the person handling your complaint.

Review – we will undertake a review of your complaint and determine if any additional information or documentation may be required to complete an investigation.

Investigate - We will do our utmost to resolve the complaint to your satisfaction within 10 business days. Where we are unable to do so, we will keep you informed about the progress of your complaint at least every 10 business days and our final decision will be provided to you in writing within 30 calendar days of the date on which you first made the complaint.

If we require further information, we will only ask for information that is relevant to our decision about your complaint. You may request the information that we relied on when making our decision, and unless we are unable to, we will provide you with this information within 10 business days of your request.

2.6. External Review

If your complaint is not resolved to your satisfaction or if your complaint is not resolved within 30 calendar days of the date from which you first made the complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA’s contact details are as follows:

Australian Financial Complaints Authority
GPO Box 3,
Melbourne VIC 3001

Telephone: 1800 931 678
Web: www.afca.org.au
Email: [email protected]

Should you choose to refer your complaint to AFCA, this is required to be done within two years of provision of the final decision.

3. Review of the policy

This policy will be reviewed every two years to ensure it remains consistent with General Insurance Code of Practice requirements, as well as the changing nature of the organisation.

Policy Owner: nib Travel Services

Approved By: nib Travel Chief Executive Officer

Last Updated: October 2021