Feedback and complaints

How to provide feedback

We welcome your feedback so we can continue to improve our service. Please tell us what you thought, what we’re doing well and what we could be doing better.

Phone:

13 55 55

Email:


How to make a complaint

If you’re unhappy about any of your dealings with us, we would ask you in the first instance to contact us on 13 55 55 and where possible, we’ll aim to resolve your issue directly with you. Please note that if your complaint relates to your product or dealings with your insurer, you should address the matter with them directly. Choosi can only address complaints relating to its services. If it’s not possible to deal with the issue immediately, we will refer your complaint to our centralised complaints team who will acknowledge receipt of your complaint within 24 hours (or one business day) where reasonable. Our centralised complaints team will call you back to try and resolve the issue.

If you don’t feel that your complaint has been dealt with satisfactorily, or if we are still unable to resolve your complaint within five days, we will escalate your complaint for review by our Internal Dispute Resolution team. All matters escalated to our Internal Dispute Resolution team will be responded to in writing. After full consideration of the matter, a written final response will be provided within 30 days that will outline the decision reached and the reasons for the decision.

Dispute Resolution Manager
Choosi Pty Ltd
PO Box 7186
Baulkham HIlls NSW 2153

External Dispute Resolution

In the unlikely event that your complaint is not resolved to your satisfaction, or a final response has not been provided within 30 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the scope of AFCA’s Complaint Resolution Scheme Rules. AFCA is a free, fair and independent dispute resolution scheme. You can contact AFCA using one of the following methods:

Mail:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Phone:

1800 931 678

Website:

Email:


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