DISPUTE RESOLUTION - MSI
Fuse Fleet understands that occasionally problems may arise and you may have a complaint.
Complaints
At Fuse Fleet, we take our customer complaints very seriously and have a process through which we seek to resolve them.
If you are a Fuse Fleet customer and feel we may not have met your expectations or if you are dissatisfied with any aspect of our products or services, we’d like to hear about your concerns in order to assist to bring about a resolution.
Please follow these simple steps in order to lodge a complaint or provide feedback on our products and/or services:
Step 1: Talk to Us – Discuss the matter with your Account Executive or Claims Handler
If you are dissatisfied with any aspect of your relationship with Fuse Fleet, including our products or services, and wish to make a complaint, please contact the Account Executive or Claims Handler you have been dealing with, providing as much information as possible when you raise your concern.
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). One of our team members will attempt to respond and resolve your complaint as soon as possible.
Step 2: Internal Dispute Resolution
If we cannot quickly resolve your complaint, you can ask for it to be escalated to our Internal Dispute Resolution Committee. You can also contact the Internal Dispute Resolution Committee directly by:
Fuse Fleet Underwriting Pty Ltd
Tel: +61 2 9929 7299
Email: complaints@fusefleet.com.au
PO Box 1670
North Sydney NSW 2059
www.fusefleet.com.au
We will investigate your complaint and provide you with a written response outlining our decision.
For all complaints, a final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.
Where your complaint remains unresolved, we will escalate the matter to Mitsui Sumitomo Insurance Company Limited, ABN 49 000 525 637, AFSL No 240816.
After a final decision has been issued, or if your complaint has not been resolved within 30 calendar days of the date you first made it, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA will determine whether it can consider your complaint.
Step 3: Seek an External Review
We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by Customer Relations, you may wish to seek an external review, such as referring the issue to AFCA. 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. You may contact AFCA at any time at:
Australian Financial Complaints Authority
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.
Fuse Fleet Underwriting Pty Ltd
Tel: +61 2 9929 7299
Email: complaints@fusefleet.com.au
PO Box 1670
North Sydney NSW 2059
www.fusefleet.com.au
