{"id":22642,"date":"2025-07-03T10:36:30","date_gmt":"2025-07-03T00:36:30","guid":{"rendered":"https:\/\/www.auzi.com\/portal\/?page_id=22642"},"modified":"2025-07-03T10:36:31","modified_gmt":"2025-07-03T00:36:31","slug":"customer-complaints-and-resolution-process","status":"publish","type":"page","link":"https:\/\/www.auzi.com\/portal\/customer-complaints-and-resolution-process\/","title":{"rendered":"Customer Complaints & Resolution Process"},"content":{"rendered":"\t\t
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Customer Complaints & Resolution Process<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Our Commitment to You<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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At AUZi\u00ae, we are dedicated to providing exceptional service to all our customers. When concerns arise, we have established a comprehensive complaints handling system designed to address your issues promptly, fairly, and transparently.
We are members of the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution service recognized by the Australian Securities and Investment Commission (ASIC). This provides you with additional avenues for resolution should our internal process not meet your expectations.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Our Approach<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Every complaint we receive is handled with care, ensuring our response is:<\/p>

  • Timely and effective – We work to resolve issues quickly<\/li>
  • Legally compliant – All procedures follow industry regulations and standards<\/li>
  • Equitable – We treat all parties with fairness and respect<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    How to Lodge Your Complaint<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Step 1: Internal Resolution Process<\/strong><\/p>

    Begin by contacting our dedicated Customer Resolution Team<\/strong>:<\/p>

    AUZi Customer Resolution Team<\/p>

    • Postal Address: Suite 211-212, 3 Sir John Overall Drive, Helensvale, QLD, 4212<\/li>
    • Email: complaints@auzi.com<\/li>
    • Phone: 1300 939 698<\/li><\/ul>

      When submitting your complaint, please include:<\/p>

      • Your policy or account number<\/li>
      • Detailed description of the issue<\/li>
      • Any relevant documentation<\/li>
      • Your preferred outcome<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        What Happens Next<\/strong><\/p>

        Once we receive your complaint, our Customer Resolution Team will:<\/p>

        1. Acknowledge receipt<\/strong> within one business day (or 24 hours where possible)<\/li>
        2. Investigate thoroughly<\/strong> – We examine all aspects of your concern impartially and professionally<\/li>
        3. Assess the situation<\/strong> – We determine the validity of the complaint and appropriate remedial actions<\/li>
        4. Provide resolution<\/strong> – We aim to resolve most complaints within 10 business days<\/li><\/ol>

          If your matter requires additional investigation or involves our underwriting partners, we will:<\/p>

          • Keep you informed of progress<\/li>
          • Provide a comprehensive written response within 30 calendar days<\/li>
          • Clearly explain our decision and the reasoning behind it<\/li><\/ul>

            Note: In some cases, we may need to forward your complaint to the relevant underwriter for further review. You will receive only one final response outlining the resolution, regardless of which party provides it.<\/em><\/p>

            Potential Processing Delays<\/strong><\/p>

            Occasionally, complex matters may require additional time. If delays occur, we will:<\/p>

            • Contact you directly to explain the circumstances<\/li>
            • Issue a formal delay notification<\/li>
            • Inform you of your right to escalate to AFCA<\/li>
            • Provide AFCA contact information<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              Step 2: External Resolution Options<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              Australian Financial Complaints Authority (AFCA)<\/strong><\/p>

              If our internal resolution doesn’t satisfy your concerns, you may escalate your complaint to AFCA. This independent organisation has the authority to investigate disputes and make binding decisions on financial service providers like us.<\/p>

              Important Details:<\/strong><\/p>

              • AFCA services are completely free for consumers<\/li>
              • Available only after completing our internal process<\/li>
              • Decisions are binding on AUZi\u00ae<\/li>
              • Must fall within AFCA’s terms of reference<\/li><\/ul>

                Contact AFCA:<\/strong><\/p>

                • Postal Address: GPO Box 3, Melbourne VIC 3001<\/li>
                • Email: info@afca.org.au<\/li>
                • Phone: 1800 931 678 (free call)<\/li>
                • Website: www.afca.org.au<\/li><\/ul>

                  Alternative Options<\/strong>
                  Should AFCA determine your dispute falls outside their scope, other resolution pathways may include:<\/p>

                  • Independent legal consultation<\/li>
                  • Alternative dispute resolution services<\/li>
                  • Industry-specific ombudsman services<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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                    Additional Information<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                    You may contact AFCA at any stage of our complaints process to:<\/p>

                    • Understand your rights<\/li>
                    • Determine if your complaint falls within their jurisdiction<\/li>
                    • Receive guidance on the resolution process<\/li><\/ul>

                      We are committed to continuous improvement and value your feedback in helping us enhance our services for all customers.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                      Customer Complaints & Resolution Process Our Commitment to You At AUZi\u00ae, we are dedicated to providing exceptional service to all our customers. When concerns arise, we have established a comprehensive complaints handling system designed to address your issues promptly, fairly, and transparently.We are members of the Australian Financial Complaints Authority (AFCA), an independent external dispute […]<\/p>\n","protected":false},"author":8,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-22642","page","type-page","status-publish","hentry"],"yoast_head":"\nCustomer Complaints & Resolution Process - AUZi<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Complaints & Resolution Process\" \/>\n<meta property=\"og:description\" content=\"Customer Complaints & Resolution Process Our Commitment to You At AUZi\u00ae, we are dedicated to providing exceptional service to all our customers. 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