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As part of our customer service focus RAPID Solutions has implemented a Complaints Policy, this enables you, as our valued client, to be able to let us know of a problem or complaint that you have with our service and be confident that we will resolve your problem.
As part of our Complaints Policy, RAPID Solutions subscribes to the General Insurance Brokers Code of Practice and are members of the Financial Ombudsman Service (FOS).
The FOS is a free consumer service designed to handle complaints and to help resolve problems between insurance brokers and their clients.
> What to do if you have a problem <
If you have a problem or complaint with our service no matter how large or small, we would like to hear from you. You can contact us by telephone or forward us your written complaint.
You can either contact your Client Services Officer or deal directly with our Complaints Officer, Elizabeth Smith.
Under our Complaints Policy we acknowledge that you have the right to complain and to have the complaint handled. Complaints provide us with feedback about our service.
> Resolving your problem <
All RAPID Solutions staff are committed to an efficient and fair resolution to your complaint. We will endeavour to have your complaint resolved within 20 days. We believe that the sooner we can resolve your complaint the better for all.
In the event that we are unable to reach a satisfactory result to your complaint, we will refer your complaint to the FOS, or if you feel that we haven’t given you a satisfactory result, you can refer the matter to the FOS.
> Financial Ombudsman Service (FOS) Limited<
The FOS is there to represent you fairly as it is overseen by a board of directors which consists of two consumer representatives, two industry representatives and an independent chairman.
The General Manager of the FOS will seek to gain a solution that is acceptable to all parties. This solution is binding on us but not on you.
If your complaint still remains unresolved the FOS General Manager will refer the matter to a Referee for a final determination, this determination again is binding on us but not on you.
The FOS does have Terms of Reference, please contact us if you would like a copy or you can visit their website at www.fos.org.au, or contact them on 1300 780 808.
> The General Insurance Brokers Code of Practice <
Rapid Solutions subscribes to the General Insurance Brokers Code of Practice. This Code of Practice is intended to promote good relations between Insurance Brokers, Insureds, Insurers and others involved in the insurance industry.
The Code is part of a national self regulatory scheme which incorporates the Insurance Brokers Dispute Limited (IBD). This code applies to general insurance matters only (Life insurance matters are covered by a separate compulsory, government imposed life insurance code).
Any breach of the Code by an Insurance Broker may give rise to binding orders or sanctions being imposed on the Insurance Broker.
The Code is intended to:
- describe standards of good practice and service to be expected of Insurance Brokers
- promote informed and effective relationships between insured, insurers and insurance brokers
- promote efficiency in transactions in which Insurance brokers are involved and the effectiveness of the Insurance Brokers services to Insureds & Insurers
- provide for consumer involvement in dispute resolution and reviews of the Code
- promote the effective resolution of dispute resolutions and reviews of the Code
- promote the effective resolution of disputes between insurance brokers and insureds
If you would like copies of this Code, please contact us or it can be viewed on the FOS website (www.fos.org.au ).
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