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COMPLAINTS & FEEDBACK
We want to hear from you
If something hasn't gone the way you expected, please tell us. Your feedback helps us improve, and we take every complaint seriously.
HOW TO COMPLAIN
Three steps to resolve your complaint
Making a complaint is free. You can complain by phone, email, in writing or in person, and someone can help you or act on your behalf.
01
Contact Bonnor & Co
Most concerns can be resolved quickly by talking to us. Please contact us and explain what has happened and how you would like it resolved.
Phone: 0431 943 518
Email: admin@bonnorandco.com.au
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02
Contact NeedCover Group
If we cannot resolve your complaint, or you would prefer to speak to someone else, you can contact our licensee, NeedCover Group Pty Ltd (AFSL 239911). Their complaints team will acknowledge your complaint and work with you to resolve it.
NeedCover Group complaints & feedback
We aim to acknowledge complaints within one business day and give you a final response within 30 calendar days. If we need more time, we will let you know why and when to expect a response.
03
Contact AFCA
If you are not satisfied with our response, or haven’t received one within 30 days, you can contact the Australian Financial Complaints Authority (AFCA). AFCA provides a fair and independent financial services complaint resolution service that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA, so you should act promptly.
Complaints about an insurer
If your complaint is about an insurer's decision, such as a declined claim, we can help you lodge it through the insurer's own complaints process and support you through it.
Privacy complaints
If your complaint is about how we handle your personal information, see our Privacy Policy. You can also contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at www.oaic.gov.au.
Need help making a complaint?
If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service.
Compliments and suggestions
Feedback isn't only about complaints. If we've done something well, or you have an idea for how we could do better, we'd love to hear it. Send us a message.