BRIC will acknowledge your complaint within one (1) business day of receiving your complaint. BRIC will work with you to resolve your complaint as quickly as possible

Except in the case of a complaint about a declined claim, the value of a claim or about financial hardship, if BRIC is able to resolve your complaint to your satisfaction within five (5) business days after receiving it, you will not receive a written response to your complaint unless you have asked for a response in writing.

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If your complaint cannot be resolved within five (5) business days, your complaint will be referred for further review and investigation by BRIC’s Complaints Team.  BRIC will keep you updated as your complaint is investigated and will provide progress updates to you at least every ten(10) business days.

BRIC will make a decision in relation to your complaint within thirty (30) calendar days after receiving your complaint.

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You have the right to take your complaint to the Australian Financial Complaints Authority (AFCA) (subject to AFCA’s rules on whether it can deal with your complaint) if:

• BRIC is unable to make a decision in relation to your complaint within thirty (30) calendar days because resolution of your complaint is particularly complex or there are circumstances beyond BRIC’s control, in which case BRIC will provide you with the reasons for the delay; or
• you are dissatisfied with BRIC’s decision on your complaint.

The contact details for AFCA are:

Australian Financial Complaints Authority

• GPO Box 3
  Melbourne VIC 3001
• Phone: 1800 931 678
• Email: info@afca.org.au
• Website: www.afca.org.au

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