Vie Complaints Policy

A complaint is any expression of dissatisfaction made to or about our organisation, related to our products, services, staff or the handling of a complain.

We value feedback as a crucial element of our ongoing commitment to continuous improvement. If you share an idea, make a general observation, or simply wish to offer input without requiring a response or resolution, we regard this as feedback. Typically, we do not provide responses to feedback.

When raising a complaint, it’s important to clearly outline the specifics. You have the option to do so either in writing or verbally. Vie provides several methods to help you submit your complaint. You can contact our Complaints Manager, (insert name), through the following ways:

1. Phoning 1300 400 843 during business hours (Monday to Friday 8:30am - 5pm).

2. Writing to:

The Complaints Manager

Vie Finance & Insurance

41a Tamar Street

Launceston Tasmania 7250

3. Emailing complaints@vie.com.au

You can also submit a complaint by speaking with any of our team members, who will then direct you to the Complaints Manager.

To ensure our complaints process is accessible to everyone, we offer multiple ways to lodge a complaint, including phone, email, letter, or in-person. Complaints do not need to be in writing. We provide training to all staff to assist complainants who need additional support and allow representatives to lodge complaints on behalf of complainants. For extra help, deaf or hearing-impaired individuals can use the Australian National Relay Service at 1300 555 727. Non-English speakers can contact Translating and Interpreter Services at 131 450 for assistance.

At Vie Finance & Insurance, we are committed to addressing complaints effectively and promptly. Our procedure is as follows:

1. Receive Complaint: Upon receiving a complaint, we will complete a complaint form and lodge it with the Complaints Handling Officer (CHO) within 24 hours.
2. Acknowledge Receipt: We will acknowledge the complaint in writing to the customer within 5 business days of the original receipt.
3. Delegate Investigation: Within 24 hours, we will delegate the investigation to an appropriate person.
4. Investigate Complaint: The investigation will be conducted and completed within 5 business days.
5. Determine Breach: We will assess whether a breach has occurred within 5 business days. If a breach is confirmed, it will be recorded in the breach register, and the breach handling process will be initiated immediately.
6. Contact Complainant: We will provide updates on the progress of the investigation to the complainant every 2 weeks if necessary.
7. Review Investigation: Once the investigation is complete, we will review it and make a final determination about the complaint resolution within 45 days of the original receipt.
8. Inform Complainant: We will inform the complainant of our determination within 7 days of the resolution decision, but no later than 45 days from the original complaint receipt.
9. Update Register and Review: The complaints register will be updated, and we will review it for evidence of systemic issues.
10. Compile Management Report: A management report summarising complaints and resolutions will be compiled at least quarterly.

Our goal is to ensure a fair and transparent process that resolves complaints in a timely manner while identifying opportunities for continuous improvement.

If we are unable to resolve your complaint to your satisfaction, you may refer it to the Australian Financial Complaints Authority (AFCA). You can contact AFCA via:

• Phone: 1800 931 678
• Email: info@afca.org.au
• Mail: GPO Box 3, Melbourne VIC 3001