At Robert H Standley Pty Ltd T/as Riddoch Insurance Services SA, we are committed to providing high-quality service and treating our customers fairly. We take all complaints seriously and are dedicated to resolving them promptly, transparently, and fairly in accordance with our obligations under the Corporations Act 2001, ASIC Regulatory Guide 271 (RG 271), and the General Insurance Code of Practice.
A complaint is defined as:
“An expression of dissatisfaction made to or about us, related to our products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.”
You can lodge a complaint using any of the following methods:
In person: 23 Hender Street, Keith SA 5267
Phone: (08) 8755 1655
Email: rissa@rissa.com.au
We encourage you to provide as much information as possible so we can understand the issue and assist in resolving it quickly.
We follow a structured process:
Step 1: Acknowledgement
We will acknowledge your complaint within 24 hours (or as soon as practicable).
Step 2: Assessment and Investigation
We will assess your complaint objectively, considering all available information. We may request additional details to better understand the issue.
Step 3: Response
We aim to resolve all complaints within 30 calendar days. If we cannot resolve your complaint within this timeframe, we will provide you with:
– A written explanation of the delay
– Your right to escalate the complaint to AFCA
If you are not satisfied with our response, or if your complaint is not resolved within 30 calendar days, you may refer your complaint to the Australian Financial Complaints Authority (AFCA) — a free and independent service.
AFCA Contact Details:
Website: www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
We maintain a record of all complaints and regularly review them to identify trends and improve our services. Complaint data is reported to management as part of our continuous improvement process.
All complaints are handled with strict confidentiality, and we ensure that your personal information is protected in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).
This policy will be reviewed annually or as required to ensure it remains compliant with applicable laws and regulatory guidance.
Effective Date: 29 May 2025
