Concerns / Complaints
Making a Complaint
If you have a concern or an issue that needs to be addressed, please let us know. We have a process in place to help resolve issues quickly and effectively. We welcome the opportunity to discuss your concerns with you.
Alternatively, you can use the Talk to Us brochure to provide details of your complaint.
Complaint and Dispute Resolution Service Steps
Step 1: How to make a complaint
In most circumstances, your complaint can be settled to your satisfaction by simply making us aware of it. If the staff member is unable, by reasons of authority or experience, to handle the matter, they will refer your complaint to a more senior or experienced person. In the great majority of cases at this stage, your complaint will be dealt with promptly and to your satisfaction and you will not need additional assistance.
You can raise these complaints with our staff verbally over the counter or by:
Phone: 1300 553 582
Fax: 1300 553 523
Post: Complaints Officer, Circle Mutual Ltd, PO Box 135, Deer Park. VIC 3023
Step 2: Recording your complaint
All complaints and disputes will be recorded in our Complaint and Dispute Register.
Where a complaint cannot be resolved to your satisfaction immediately, it may be necessary for you to answer some questions and complete a Complaint Resolution Form in order that Circle’s management may properly investigate the complaint. The staff member, when required, will assist you with registering your complaint/dispute. When receiving a verbal complaint, the staff member will complete the details of the complaint in the Register on your behalf. The staff member will then read the details of the complaint to you and obtain your consent to its accuracy.
Step 3: Complaint notification
Where the staff member cannot immediately settle the complaint/dispute, we will acknowledge receipt of it to you, in writing, within 2 working days. We will also advise you, in writing, of the procedures for investigating and handling your complaint/dispute.
On settlement of the complaint, you will again be informed, in writing, of the outcome.
Step 4: Dispute investigation
If you were unhappy with the outcome or your complaint, or are unhappy with the time being taken or any part of the process, you may then ask for your dispute to be investigated fully by the Dispute Resolution Officer, who will review your case independently, and make a decision on the matter. Contact details are:
Phone: 1300 553 582
Fax: 1300 553 523
Post: Dispute Resolution Officer, Circle Mutual Ltd, PO Box 135, Deer Park. VIC 3023
Step 5: How you will be informed of the outcome
In the majority of cases, you will be advised of the outcome, in writing, within 21working days. Should there be exceptional circumstances causing a delay, we will advise you. Even in the most complex matters, the dispute should be resolved in a maximum of 45 working days.
Step 6: Customer Advocate
If you are not satisfied with the response provided you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response.
The Customer Advocate can be contacted by:
Phone: 1300 139 572 (+61 3 5485 7919) between 8.30am and 5.00pm Victorian time, weekdays
Post: Customer Advocate, P.O. Box 480, Bendigo, Vic, 3552
Step 7: External Dispute Resolution Centre
If, however, in spite of our best efforts, you are still not satisfied, you have access (free of charge) to the Financial Ombudsman Service.
To contact FOS:
Phone: 1800 367 287
Fax: (03) 9620 4446
Post: GPO Box 3, MELBOURNE VIC 3001
Details of how you may access this service will also be provided when you are advised of the outcome of our investigations.
Step 8: Circle’s response
Circle’s Internal Dispute Register will be updated showing the result and, wherever appropriate, our policies, systems and procedures will be adjusted and staff counselled or provided with additional training.
Customer Feedback Management
Our Customer Feedback Management policy is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.