BuildSafe Insurance Brokers is committed to providing a high standard of service. If you are dissatisfied with our products, services or handling of a matter, you can lodge a complaint free of charge.

How to make a complaint

You can make a complaint verbally or in writing by contacting:

Complaints Officer 
Phone: 1300 763 016
Email: info@buildsafe.com.au
Post: PO BOX 2294 Seaford VIC 3198

Please provide your name, contact details, policy or reference number and details of your complaint, where available. Let us know if you need assistance lodging your complaint.

What happens next?

We will:

· Acknowledge your complaint within 24 hours or one business day, or as soon as practicable.

· Review your complaint and contact you if we require further information.

· Provide an update at least every 10 business days while the complaint remains unresolved.

· Provide a written final response within 30 calendar days, unless a different timeframe or permitted exception applies.

If we cannot respond within the required timeframe, we will explain the delay and advise you of your right to contact the Australian Financial Complaints Authority.

If your complaint concerns an insurer or another service provider, we will explain the appropriate complaints process and, where applicable, assist in referring your complaint.

External dispute resolution

If you are dissatisfied with our response, you may contact the Australian Financial Complaints Authority. AFCA provides consumers and small businesses with a free and independent dispute-resolution service.

Phone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au

BuildSafe Insurance Brokers is committed to following the Insurance Brokers Code of Practice. Please include a link to the current Code and our Financial Services Guide.

Accessibility and additional support

If you need an interpreter, contact TIS National on 131 450 and ask them to call BuildSafe on 1300 763 016.

If you are deaf, hard of hearing or have a speech impairment, you can contact us through the National Relay Service.

Please tell us if you need additional assistance or would prefer to communicate by telephone, email or post.