Overview

Pocket are a member of the Australian Financial Complaints Authority (AFCA). Therefore, we are committed to the fair, transparent and timely resolution of disputes.

We acknowledge the importance of having an effective and efficient complaints handling, IDR and EDR framework, and we adopt a customer focused approach. While we acknowledge your right to make a complaint, we expect that you will treat our staff with respect when they are dealing with your complaint.

We adopted the current version of this Complaints Policy on 29th March, 2023.

What is a Complaint?

A complaint is: “An expression of dissatisfaction made to or about us, related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

How to make a complaint

If you are not satisfied with a product or service, or if a possible breach arises that involves your claimant intermediary, broker or authorised representative:

Please contact the Director of Pocket at maree@pocketprojects.com.au

If your complaint is not satisfactorily resolved or responded to, please contact our Complaints Manager in writing and send it to:

Complaints Manager

Pocket Pty Ltd

Email: hello@pocketprojects.com.au

We will try to resolve your complaint fairly and quickly.

Generally, where your complaint is made verbally, we will acknowledge your complaint in the same manner, and in writing, within one business day, or as soon as practicable. If it is made in writing or by email we will acknowledge your complaint, in writing, within one business day or as soon as practicable.

When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.

If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation.

We will provide you with our written reasons for the outcome of your complaint no later than 30 calendar days after receiving your complaint where:

• your complaint is not resolved within 5 business days of us receiving your complaint;

• if you request a written response; or

• if your complaint is about a declined insurance claim or the value of an insurance claim.