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Bondi Vet Pet Insurance

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How do I make a complaint?

If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it.

You should first contact one of our Customer Service consultants on 1300 702 838. If, after speaking to our team, you are still not happy with the outcome, you can take your matter further by contacting our Internal Dispute Resolution Committee.

The Internal Dispute Resolution Committee's contact details are:

Mail:

Customer Service Complaints
Bondi Vet Pet Insurance
Locked Bag 9021
Castle Hill, NSW, 1765

Phone: 

1300 702 838 (Weekdays between 8:00am and 8:00pm AEST – except public holidays)

Fax: 

1300 367 229

Email: 

bondivet@petsure.com.au

Your concerns will be investigated by the Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call.

If we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no later than 45 days from the date we received your complaint.

If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction or does not provide you with an outcome within 45 days of receipt of your complaint, you may refer the matter to an external dispute resolution scheme.

This is a free service to consumers to assist in resolving complaints.

If you are lodging your complaint before 1 November 2018 you should contact:
The Financial Ombudsman Service
Online: www.fos.org.au
Email: info@fos.org.au
Phone: 1800 367 287
Mail: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001

If you are lodging your complaint after 1 November 2018 you should contact:
The Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Bondi Vet Pet Insurance is general insurance issued by the insurer The Hollard Insurance Company Pty Ltd (ABN 78 090 584 473, AFSL 241436) (Hollard), is distributed and promoted by BondiVet.com Pty Ltd (ABN 86 609 571 397 AR 1256701) (Bondi Vet) and administered by PetSure (Australia) Pty Ltd (ABN 95 075 949 923; AFSL 420183) (PetSure). Bondi Vet acts as an Authorised Representative of PetSure. Bondi Vet will receive a commission which is a percentage of the premium paid to Hollard. Any advice provided is general only, has been prepared without taking into account your objectives, financial situation or needs and may not be right for you. Please obtain and read the Combined PDS and FSG which contains the Policy Terms and Conditions, available by calling 1300 702 838 or online at bondivet.com/petinsurance before making a decision to buy this insurance.