Compliments, Complaints and Dispute Resolution

A Guide to Our Procedures

General Insurance Code of Practice

We are a signatory to the General Insurance Code of Practice (the Code) / (GICOP). The objectives of the Code are to further raise standards of service and promote consumer confidence in the general insurance industry. Further information about the Code and your rights under it is available at www.codeofpractice.com.au and on request.

Compliments

We welcome compliments and feedback from our customers. If you would like to provide us with positive feedback on our products or services, please email us at compliance@dkg.com.au. 

Complaints and Dispute Resolution

We will always do our best to provide you with the highest level of service but if you are not happy or have a complaint or dispute, here is what you can do. 

If you experience a problem or are not satisfied with our products, our services, or a decision, we will always do our best to provide you with the highest level of service but if you are not happy or have a complaint or dispute, here is what you can do. 

If you experience a problem or are not satisfied with our products, our services, or a decision we have made, let us know so we can help. 

Stage 1 – Complaint Handling Procedure – Discuss the matter with your Account Executive or Claims Handler

Please contact the DKG Account Executive or Claims Handler you have been dealing with. Our Account Executive or Claims Handler will try to resolve complaints at first contact or shortly thereafter; if we are unable to do so, we may refer you to a Manager (or you can ask to speak to a Manager yourself). 

The Account Executive or Claims Handler, or Manager will attempt to respond and resolve your complaint as soon as possible. 

Stage 2 – Complaints Officer – Internal Dispute Resolution (IDR)

If we can’t quickly resolve your complaint, you can ask for it to be escalated to the Complaints Officer at compliance@dkg.com.au or on (02) 9929 7299 or put your complaint in writing and post it to: 

Complaints Officer
Delaney Kelly Golding Pty Ltd
PO Box 1670, North Sydney NSW 2059 

The Complaints Officer will contact you if they require additional information or have reached a decision. The Complaints Officer will advise you of the progress of your complaint and the timeframe for a decision in relation to your complaint. 

We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by our Complaints Officer you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA). 

If you are unhappy with our decision or in the unlikely event we cannot resolve a complaint within a maximum of 30 days, you may want to explore external review options like AFCA. 

Stage 3 – External Dispute Resolution

AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA has the authority to hear certain complaints. AFCA will confirm if they can assist you: 

DKG is a member of the AFCA. If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to the AFCA.

The AFCA can be contacted on: 

Australian Financial Complaints Authority (AFCA) 

GPO Box 3, Melbourne Vic 3001 

Tel: 1800 931 678 

Email: info@afca.org.au 

Website: www.afca.org.au 

Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation. 

Further information about our complaint and dispute resolution process is available by contacting us. 

Request for Information

You may request copies of the information we have relied upon to arrive at our decision in the Complaint Handling Process. In some instances, we may not release the information as requested and you may request a review of our decision not to release such information. 

We will comply with Code requirements regarding providing the information you request. 

Protecting your Privacy

We collect, use, and retain your personal information in accordance with the Australian Privacy Principles. 

Our detailed Privacy Policy is available on our website at www.dkg.com.au

If you have a privacy-related complaint or want more information about how Delaney Kelly Golding Pty Ltd is managing your personal information, please contact: 

Privacy Officer
Delaney Kelly Golding Pty Ltd
PO Box 1670 North Sydney NSW 2059 

Phone: (02) 9929 7299 

Email: compliance@dkg.com.au 

About Delaney Kelly Golding Pty Ltd

Delaney Kelly Golding Pty Ltd has been helping our clients make better risk management and insurance decisions for over 50 years. We set the benchmark in providing insurance solutions. We achieve this by creating outstanding relationships and exceptional value our clients can rely on. 

Delaney Kelly Golding Pty Ltd takes the time to understand your business risk and operations and we are responsive to your needs. Commercial insurance and risk solutions provided by Delaney Kelly Golding Pty Ltd protect your people and assets and give you the peace of mind your company can recover from any major loss. 

Contact Us

Delaney Kelly Golding Pty Ltd
PO Box 1670
North Sydney NSW 2059

Phone: (02) 9929 7299

Email: insurance@dkg.com.au

www.dkg.com.au

If you wish to lodge your complaint online, please complete the form below:

    Complaints form