Complaints Policy

Last Updated On 18-Apr-2024
Effective Date 18-Apr-2024

Making a complaint

If you have any complaint about the services or products provided to you, we want to know as soon as possible. Every effort will be made to resolve your complaint quickly and fairly.

You can make a complaint by contacting us by phone or email:

t: (02) 8880 5820
e: [email protected]

Managing your complaint

We will let you know we have received your complaint, usually within 1 business day.

Robin Assist will investigate your complaint and will make every effort to ensure you receive a fair and prompt reply. Our aim is to resolve all complaints as soon as possible but we are required by the insurance regulator to resolve complaints within 30 calendar days. We will keep you informed of the progress of the investigations and/or resolution.

Our response will detail the outcome of our investigation and the reasons for our decision.

If we are unable to resolve your complaint within 30 calendar days, we will let you know.

If you need assistance

If you need any assistance in making a complaint, we will accept complaints made on your behalf by a family member, legal representative or any other person who is authorised to act on your behalf.

If you require the assistance of the Translating and Interpreting Service (TIS National), we will accept the cost of calls to use this service.

For anyone who has hearing or speech difficulties, you can contact the National Relay Service (NRS) on:

t: 1800 555 660
e: [email protected]

Escalating your complaint

If your complaint cannot be resolved to your satisfaction within 30 calendar days, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme which provides free advice and assistance to consumers and investors to help them in resolving complaints relating to members of the financial services industry.

The contact details of AFCA are as follows:

Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

t: 1800 931 678
e: [email protected]

You may also contact the Australian Securities & Investments Commission (ASIC) on their free call information line 1300 300 630 to make a complaint and obtain information about your rights.

Complaints related to privacy

Where your complaint relates to the handling of your personal information and you do not receive a response to your satisfaction within 30 calendar days, you may be able to take your complaint to the Office of the Australian Information Commissioner (OAIC).

To find out whether they can handle your complaint, you can contact them as follows:

Mail: Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001

t: 1300 363 992
e: [email protected]