At Metrix, we believe that it is essential for our customers to be able to provide feedback about our services. It is important that our clients are able to identify and deal with the appropriate person who has the ability, authority and proper training to respond appropriately to any complaints or disputes.

If you are not fully satisfied with our products or services, please talk to your Adviser and advise us of your complaint.

If you are not satisfied with the way your complaint has been dealt with, please let us know so that we can review your complaint further. Once escalated, it is important to follow the complaint-handling process in order to resolve your complaint effectively and efficiently.

We will endeavour to resolve your complaint within the first 1 – 5 working days, although if we have not been able to resolve this within 15 working days, we will escalate your complaint to our Internal Disputes Team. A response will be provided to you within a maximum of 30 days from your original complaint.

How we deal with a complaint

Step 1: Let us know about your complaint

Speak to your Metrix Insurance Adviser in the first instance, and he/she will support you and try to help resolve your concerns.

If you would like to make a complaint about a Metrix Insurance Adviser, please let us know by contacting us via the details shown below. A staff member will try to help you or will direct you to the right person who will work with you to try to resolve the complaint. Where the complaint cannot be resolved after 15 working days the complaint can be referred to Customer Relations for an impartial review.

By Phone – 03 9109 9939
By Email – complaints@metrixinsurance.com.au
By Post – Metrix Insurance, 4 Akuna Drive, Williamstown, VIC 3016

Step 2: Review by our Customer Relations Team

If you are not satisfied with the outcome of the business review, you can request the complaint be referred to the Customer Relations Team for review.

If we require additional information, we will contact you to discuss. Customer Relations will usually contact you with a decision within 15 business days of receiving your complaint.

By Phone – 03 9397 8000
By Email – complaints@metrixinsurance.com.au
By Post – Metrix Insurance, 4 Akuna Drive, Williamstown, VIC 3016

Step 3: Seek review by an external source

We expect our procedures will deal fairly and promptly with your complaint. However, if you are dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

Any decision the AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision, and you have the option of seeking remedies elsewhere.

You can contact AFCA by phone or by Email.