Something hasn't worked for you?
At Mitti we are committed to delivering excellent customer service every time you need us. Here's the process if something hasn't worked for you.
If your expectations haven’t been met and you have a complaint, we want to try and solve it with you in a fair and transparent manner. Whether it is a communications mishap or a service that didn't meet your expectations, the only way we can fix it is if you talk to us.
So we can resolve your complaint effectively and efficiently, it's important to follow our complaints and disputes handing process.
1. Speak to us today
The Mitti Complaints Team will consider your complaint through their internal complaints resolution process. We understand your time is valuable, so we’re keen to act promptly and respond as soon as possible. We may need to gather more information or do further investigation.
On the rare occasion we can't resolve your complaint on for the Insurance product your purchased or service you've received, we'll escalate the matter to QBE's Customer Care Unit. The QBE Customer Care Unit has 15 business days to complete a review. When you make your complaint, please provide as much information as possible including your policy number and/or claim number.
Mitti Complaints Team
Phone 1300 164 884 (Office Hours Mon-Fri: 9:00-17:00 AEST)
Post Mitti, PO Box 304, SURRY HILLS NSW 2010
2. Review by QBE's Internal Dispute Resolution
If your complaint remains unresolved after 15 business days (or as agreed), or if you’re unhappy with the outcome of the review by QBE’s Customer Care Unit, you can request that the matter be referred to QBE’s Internal Dispute Resolution Team for a review by a Dispute Resolution Specialist or you can contact them directly:
Phone 1300 650 503
The Dispute Resolution Specialist will:
1. Contact you to acknowledge receipt of your complaint by phone or email within three business days of escalation.
2. Review your complaint and review all relevant information.
3. Update you every 10 business days on the progress of the review.
Provide a final decision within 15 business days of escalation if they’ve received all the necessary information. If they need more information, or if your complaint requires further investigation, they’ll advise you how long they think this will take and agree a new time-frame for responding to you.
3. If we are unable to resolve your complaint
If you’re not satisfied and we can’t resolve your dispute with you or within 45 calendar days after an internal review, you can contact the Australian Financial Complaints Authority (AFCA) which is an external, independent dispute scheme available to you at no cost.
AFCA will let you know if your dispute falls within its Rules and whether they’re able to review it. If it’s outside AFCA’s Rules you can seek independent legal advice or any other external dispute resolution options that may be available to you.
Australian Financial Complaints Authority
Phone 1800 931 678
Post Australian Financial Complaints Authority, GPO Box 3, MELBOURNE Vic 3001
For privacy complaints
If you have a complaint about the way in which we have handled any privacy issue, including your request for access to or correction of your personal information, you should contact Mitti.
If you’re not satisfied with our response you can refer your complaint to the Office of the Australian Information Commissioner (OAIC) at:
Phone 1300 363 992
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Mitti Insurance Pty Ltd (Mitti) (ABN 56 640 574 385, AFSL 528433)
Mitti Insurance Pty Ltd is a related entity of QBE Insurance (Australia) Limited.