Complaints

Internal Dispute Resolution

Coverforce is committed to the fair, transparent and timely resolution of disputes. If you are unhappy with any of our services, you are welcome to lodge a complaint with us. You may contact our Compliance Department if you wish to lodge a complaint. Contact details are stated below.

We will acknowledge your complaint in writing within 24 hours of receiving it and genuinely attempt to resolve your complaint fairly and efficiently. If your complaint is not satisfactorily resolved within 5 days, your complaint will be escalated to the Compliance Department. Coverforce will try and resolve your complaint quickly and fairly.

Specific contact details are as follows:

The Compliance Department
Coverforce Pty Limited

• Level 17, 201 Elizabeth Street, Sydney, New South Wales 2000
• E: compliance@coverforce.com.au
• P: 1300 503 503

We generally aim to provide an Internal Dispute Resolution response within 30 calendar days and we will provide you with the reasons for our decisions. However, should we require further information in order to determine or resolve your complaint, we will then inform you of this and agree with you an appropriate time frame, keeping you informed of the progress.

External Dispute Resolution

Coverforce is also a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction within 30 business days, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA) for further consideration and/or review. AFCA is an Australian Securities and Investments Commission (ASIC) approved external dispute resolution service accessible to clients free of charge.

AFCA Contact Details are as follows:

Australian Financial Complaints Authority Limited

• Post: GPO Box 3 MELBOURNE VIC 3001
• E: info@afca.org.au
• P (Toll Free): 1800 931 678