Internal Dispute Resolution ("IDR")
If you have a concern or complaint about our services, you should contact us by either telephoning (03) 9835 9900, writing to us at LMI Group, 428 Burke Road, Camberwell Vic 3124, or emailing us at customerrelations@LMIGroup.com.
Your concern will be dealt with promptly and fairly. If the matter is not resolved to your satisfaction within 5 working days, it should be referred to our Business Manager, who will review your complaint and respond within 21 working days.
If you are not satisfied with the Business Manager’s decision, you may request that the complaint be referred to the board of directors. The board will assess the complaint and instruct the Business Manager to implement any decision it makes to resolve the complaint satisfactorily. The board’s assessment will be guided by the financial services laws, and it will do all things necessary to ensure that the services are provided efficiently, honestly and fairly.
Following this escalation, if you are still dissatisfied with our decision, you may undertake to have the matter resolved externally.
External Dispute Resolution ("EDR")
As a retail client, should you have an issue with our general insurance services or products, you may contact IBD. ‘Retail client’ includes any small business operation that employs less than 100 people if it is a manufacturer of goods, otherwise 20 people. IBD covers a range of products including motor vehicle, home buildings and contents, sickness and accident, travel, personal, domestic property and small business policies.
There is no cost to you to take any dispute to the IBD. The decision of the IBD is not binding on you. You may decide not to accept the decision and take your own action against LMI Group.
You can contact IBD by telephoning 1300 780 808. Alternatively, you can download information about complaints from IBD’s website at www.ibdltd.com.au and submit a written complaint form to:
Insurance Brokers Disputes Limited
Level 13, 31 Queen Street
Melbourne Vic 3000
