Document ID: chunk:federal_register_of_legislation:F2015L00299:reg:5:p4
Version: federal_register_of_legislation:F2015L00299
Segment Type: reg
Provision Reference: reg 5 (pt 4/7)
Character Range: 8454–11206

the risks we insure against in this policy.

       9              Page 13 – Disputes

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Disputes
If you are unhappy with any aspect of our service or disagree with a
decision we have made, please discuss it with us. If you aren't happy
with the result, you can ask for the dispute to be referred to the Internal
Dispute Resolution Committee. If you still disagree with our final
decision, you can use external procedures to try to resolve the dispute.
These external procedures include:
• having the matter reviewed by the the Insurance Ombudsman
Service (this is a free service aimed at resolving disputes between
consumers and insurers),
• taking the matter to court,
• having the matter mediated or arbitrated, or
• having the matter reviewed by the Commonwealth Ombudsman.
If you want further information about disputes, please contact your
local state office on 1300 552 662.

       substitute:

    Disputes

    If you are unhappy with any aspect of our service or disagree with a decision we have made, you may take the following steps.

    Contact us to discuss your complaint on:

    [Phone 1300 552 662 or email insurance@dva.gov.au or post GPO Box 1987R Melbourne VIC 3001 (with your policy or claim number)

    If you aren't happy with the result, you can ask for the dispute to be referred to our Internal Dispute Service who will review your complaint and provide you with a decision within 15 business days (provided we have all necessary information and have completed any investigation required).

    The contact details of the Internal Dispute Service are:
    In writing: email insurance@dva.gov.au (with your policy or claim number) or post: GPO Box 1987R Melbourne VIC 3001

    If you disagree with our final decision or if we are unable to resolve your complaint within 45 days you may refer it to the Financial Ombudsman Service (FOS).  FOS is an independent external dispute resolution service and is free to you.  If you accept any decision made by FOS, we will be bound by that FOS decision. You are not bound by the FOS decision.  You may seek remedies elsewhere.

    FOS can be contacted on:
    Phone 1300 780 808 or email info@fos.gov.au or post GPO Box 3, Melbourne VIC 3001

    If you want further information about disputes, please contact us on 1300 552 662.

    10              Page 14 – Safeguarding policy holders personal information

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Safeguarding policy holders personal information
Keeping client information secure is a top priority for Defence Service
Homes Insurance. If you would like to know more on how:
• we handle the information we collect about you; and
• what information we disclose about you.

You can obtain a privacy brochure by:
• calling us on 1300 552 662; or