You may make Your complaint verbally or in writing to Risksmart.
Phone: (+61) 2 8297 1722
Mail: Sydney PO Box R1782, Royal Exchange, NSW 1225
The Risksmart complaints resolution process is below.
Risksmart will acknowledge your complaint within one (1) business day of receiving your complaint. Risksmart 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 Risksmart 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.
If your complaint cannot be resolved within five (5) business days, your complaint will be referred for further review and investigation by Risksmart’s Complaints Team. Risksmart will keep you updated as your complaint is investigated and will provide progress updates to you at least every ten (10) business days.
Risksmart will make a decision in relation to your complaint within thirty (30) calendar days after receiving your complaint.
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:
- Risksmart 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 Risksmart’s control, in which case Risksmart will provide you with the reasons for the delay; or
- you are dissatisfied with Risksmart’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