This policy sets out VMIA’s approach to managing complaints about our services. We genuinely welcome feedback as an opportunity to improve our clients’ experience with us.
Our guiding principles
- Commitment - We take all complaints seriously and will resolve issues as quickly as possible in accordance with our Client Charter:
a. We put our clients at the centre of everything we do and offer comprehensive, personalised and easy to use services.
b. We get to know your organisation and bring insight and best practice to the complex issues you face.
c. We help you optimise your risk and insurance, so you can save time and money.
d. We listen to you and will always let you know what the next step is.
e. We are available 24/7 to get you up and running as quickly as possible.
f. We offer expert knowledge to help you prevent and recover from harm.
- Accessibility - We will actively assist people to navigate our complaints processes. We seek to make our complaints process accessible.
- Transparency - We make it clear how to lodge a complaint and how the complaint will be handled. The steps taken to respond to a complaint are recorded and will stand up to scrutiny.
- Objectivity and fairness - We will manage complaints courteously impartially and within established timeframes. All complaints are assessed on merit.
- Privacy - We handle complaints in confidence and in accordance with privacy and other relevant legislation.
- Accountability - We are accountable internally and externally for the decisions we make and our complaints handling performance. We provide explanations and reasons for our decisions which are subject to appropriate review processes.
- Continuous improvement - We have established procedures for analysing and sharing feedback to identify opportunities for improvement.
A complaint for VMIA is an expression of dissatisfaction about the conduct of, or service provided by VMIA and its staff and representatives including:
- The quality of an action taken, decision made or service provided; or
- An unreasonable delay or failure in providing a service, taking an action, or making a decision (including claims decisions).
How to make a complaint
You can lodge a complaint via the Feedback section on the VMIA website or by calling 03 9270 6900. We will acknowledge receipt of your complaint and provide an outline of timeframes for feedback within two business days.
Our approach to complaints handling
We take a three tiered approach to complaint handling (except for complaints about claims decision), as follows:
- Frontline resolution: frontline staff receive the complaint, assess it, and resolve it immediately, if possible.
- Escalation if required: if frontline staff cannot resolve your complaint, they will refer it to a Manager for further investigation. The Manager or Chief Officer will provide you with a written decision about your complaint with reasons.
- External review: If you are dissatisfied with the process or outcome you may seek external reviews. As noted above the outcome letter will advise you of any avenues of external reviews available in relation to your complaint. You may access an external review at any point during the review process.
Complaints about DBI and Insurance Services claims decisions
The approach to complaint handling for DBI and Insurance Services claims decisions is as follows:
- DBI claims decisions –The escalation and review process is detailed in the DBI claims decision letters issued by the DBI claims team.
- Insurance Services claims decision – The escalation and review process for claims decisions is detailed in the VMIA’s Insurance Services Internal Review of Claims Decision Procedure, which is attached to the VMIA Complaints Handling Policy [PDF, 514KB].
Download the VMIA Complaints Handling Policy [PDF, 514KB].