What should I do if I have a complaint?

At Remingtons Insurance Brokers, we are committed to providing exceptional advice and customer service. This includes resolving any complaints in an efficient and timely manner. 

However, if you are not satisfied with the services provide by your insurance broker or any member of our team, please give us the opportunity to put things right by contacting us about your complaint in the first instance by calling 03 5333 8000 or emailing complaints@remingtons.com.au. 

We will acknowledge your complaint within one business day in writing or by telephone and we will do our best to resolve your complaint within five business days. 

If your complaint is not satisfactorily resolved within five business days, please contact repX’s Complaints Officer at: 

Email: complaints@repx.au 

Phone: 1300 306 049 

Postal: PO Box 7064, East Brisbane QLD 4169 

repX will try and resolve your complaint quickly and fairly and no later than 30 calendar days of lodgement, providing you with updates at intervals of no later than 10 calendar days. 

If your complaint is complex or there are circumstances beyond repX’s control, it may take longer than 30 calendar days to provide you with a complaint outcome. If this occurs, we will seek to agree an extended timeframe with you to address your complaint, provide you with reasons for the delay, inform you of your right to complain to the Australian Financial Complaints Authority (AFCA) and, continue to keep you informed of its progress.  

repX is a member of the AFCA and if your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to the AFCA. AFCA provides fair and independent financial services complaint resolution that is free to clients. AFCA can be contacted at: 

Email: info@afca.org.au  

Phone: 1800 931 678  

Email: info@afca.org.au  

Website: afca.org.au 

Postal: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 

Insurance Brokers Code of Practice 

repX is a principal member of NIBA. repX and its authorised representatives have adopted the Insurance Brokers Code of Practice (NIBA Code). A copy of the NIBA Code will be provided upon request or can be obtained from the NIBA website.  

If you think we may have breached the Code, you can report alleged breaches to the Insurance Brokers Code Compliance Committee (IBCCC). IBCCC can be contact at:  

Email: info@codecompliance.org.au  

Phone: 1800 931 678  

Website: insurancebrokerscode.com.au 

Postal: IBCCC, PO Box 14240, Melbourne VIC 8001