CCI Client Feedback Log

Insurance companies in Australia have adopted a form of self-regulation called the General Insurance Code of Practice. Catholic Church Insurances Ltd has agreed to abide by this Code and as such is required as part of that agreement to record and report any complaints they receive to the Insurance Enquiries and Complaints Ltd (IEC).

The IEC are responsible for monitoring and administering the Code and ensuring that all insurance companies in Australia adhere to the practices and principles of the Code.
At CCI we view complaints as an excellent source of information about how well we are conducting our business. If things are not running smoothly we need to know so that remedial action can be taken to ensure that you continue to receive the best possible products and services from CCI.
There are a number of voluntary codes as well as legislative Acts with which CCI comply whilst carrying out our insurance operations:

COMPLAINTS

What is a complaint?

A complaint is a statement by a customer saying that they are dissatisfied; this is most commonly related to a product or service offered or provided.

The complaint may be about CCI's products or services, a third party supplier (loss adjuster, lawyer, or assessor) or a staff member.

Unresolved disputes must be reported to the Internal Disputes Committee for resolution.

Types of complaints

Complaints fall into a number of categories, such as:

Complaints by clients about our products and services
Complaints by clients about the services and attitudes of our service providers
Complaints by clients and service providers and other external bodies about our behaviour, attitudes, work practices and decisions

Making a Complaint

Complaints will be handled by a senior person with the authority to deal with your complaint.

If you are not satisfied with our response, you may lodge a further complaint which will be handled by CCI’s Privacy Disputes Resolution Committee.

Our commitment to you

• All complaints will be dealt with fairly and with utmost good faith.
• We will acknowledge a verbal or written complaint within 5 business days.
• Our response will take no more than 15 business days.

Other options

If you are not satisfied with our response, you may refer your complaint to the Privacy Compliance Committee of the IEC.

Insurance Ombudsman Service Limited
Toll Free number: 1300 363 683

The Privacy Compliance Committee of the IEC determination may be reviewed by the Privacy Commissioner.

The Privacy Compliance Committee may refer a complaint to the Privacy Commissioner or an adjudicator.

Please note that the IEC is independent of Catholic Church Insurances Limited and will not accept a complaint unless you have first tried to resolve the problem with CCI.

COMMENTS AND COMPLIMENTS

As well as complaints we are also interested in hearing any other comments or compliments you may have.

What is a comment?

A comment may be a suggestion, an idea or just a comment about CCI's staff, service or products. Or even about our competitors.

These comments are extremely useful for development and improvement purposes.

What is a compliment?

You may compliment a particular CCI staff member, a team, or a feature of CCI's service or a product benefit.

Your compliments are useful to confirm that we are doing well.

CCI's Client Feedback Log

The CCI Client Feedback Log has been designed to make logging a complaint, a comment or a compliment as simple as possible.

The Log requires only the minimum information possible to have the complaint, comment or compliment logged which will in turn allow us to provide an appropriate response.

If you are having any challenges at all in completing the form please contact CCI on 1300 655 001

Top