Emjay Insurance Brokers Pty Ltd subscribe to the Insurance Brokers Code of Practice and are committed to ensuring we respond to disputes both transparently and promptly.
At Emjay we have a documented internal dispute resolution process in accordance with the requirements of our AFS Licence.
Emjay subscribe to the Australian Financial Complaints Authority (AFCA) which is an external dispute resolution service. All of our clients have access to this service in the event that they believe a complaint has not been satisfactorily dealt with by us.
AFCA can be contacted at:
Street Address: Australian Financial Complaints Authority, Level 12, 717 Bourke Street, Docklands 3008
Mailing address – Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
Ph – 1800 367 287
Fax – 03 9613 6399
Email – email@example.com
Website – www.afca.org.au
Lodging a complaint
All complaints regarding our service should be in writing and directed to:
Emjay Insurance Brokers Pty Ltd
Po Box 548
BANKSTOWN NSW 1885
Phone: 02 9796 0400
Fax: 02 9790 7017
If your complaint cannot be resolved to your satisfaction within 20 business days, you have the right to refer the matter to Financial Ombudsman Service (FOS). They may be contacted at:
Financial Ombudsman Service Australia
GPO Box 3, Melbourne, VIC, 3001
Toll Free: 1800 367 287
If you require further information about any of these procedures please don’t hesitate to contact us on 02 9796 0400.