We work hard to build strong and lasting relationships with our valued clients.  With your feedback, not only can we address any immediate concerns you may have, it allows us to continually improve our service.  We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us when we have not met your expectations.

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Compliments

Where you have been provided with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process by email to be@yourislandlife.com.au.

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Concerns

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us to be@yourislandlife.com.au. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.  If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

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Need an Update on your complaint ?

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.

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Resolution

We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation.

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When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

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Taking it further

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party noted below.

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Australian Financial Complaints Authority (AFCA)

Mail: GPO Box 3 Melbourne VIC 3001

Website: www.oaic.gov.au

Email: info@afca.org.au

By phone: 1800 931 678