We promise to treat your complaint with fairness and take it seriously. After all, how we look after you when things don’t go as planned is our chance to prove our customer service excellence.
HOW TO LODGE A COMPLAINT
Phone: 1800 888 760
Fax: 03 5177 4050
Post: Attn: National Claims Manager, PO Box 9091, Traralgon VIC 3184
If we can’t resolve your complaint at the first point of contact, we’ll contact you over the phone or in writing within two days of receiving your complaint to let you know when you can expect a response.
TAKING YOUR COMPLAINT OUTSIDE NWC
The Customer Advocate maintains independence from NWC’s business operations and works for the McMillan Shakespeare group of companies.
This service is easy to access and free of charge to you.
You can ask the staff member assigned to your case to refer your case directly to the Customer Advocate if your case has been fully investigated and you are not completely satisfied with the outcome.
The Customer Advocate will respond within two business days of receiving your complaint.
NWC will accept and abide by the Customer Advocate’s final recommendation report.
Australian Financial Complaints Authority
If NWC is unable to resolve your complaint to your satisfaction and you have purchased a general insurance product or discretionary risk product, you have the right to lodge a complaint with the Australian Financial Complaints Authority or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Contact the Australian Financial Complaints Authority:
Phone: 1800 931 678
Post: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001
State Consumer Affairs Agencies
Each state or territory has a government department that regulates consumer protection. If NWC is unable to resolve your complaint and you have purchased a Dealer Service Warranty, you have the right to refer the matter to the relevant consumer protection agency in your state or territory.
YOUR LEGAL RIGHTS
You have the right to seek further advice regarding your situation at any time if you feel this is necessary.