Customer Complaints Policy

Deposit Assure Pty Ltd
Customer Complaints Policy
Version 1.0 | Date: [13.09.2025]

1. Introduction

At Deposit Assure Pty Ltd, we are committed to delivering exceptional service and treating all clients with fairness, professionalism, and respect. We take any expressions of dissatisfaction seriously.

This policy outlines how customers can raise concerns, and the process for managing complaints, recognising that Deposit Assure acts as an agent of deposit bonds underwritten by QBE Insurance (Australia) Limited.

2. Purpose of this Policy

This policy aims to:

• Inform customers of the process for raising concerns or complaints.
• Clarify Deposit Assure’s role in facilitating the complaints process.
• Outline how complaints are escalated to QBE for formal handling.
• Ensure transparency, accountability, and timely communication.

3. Definition of a Complaint

A complaint is defined as:

An expression of dissatisfaction made to or about an organisation, relating to its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

4. How to Raise a Complaint

If you wish to raise a concern, please contact Deposit Assure through one of the following channels:

• Phone: 1300 798 797
• Email: info@depositassure.com.au
• Mail: Complaints Officer
  Deposit Assure Pty Ltd
  106 Maribyrnong Street, Footscray, VIC,3011

You may also contact QBE directly: QBE Customer Relations:

• Phone: 1300 650 503
• Email: complaints@qbe.com
• Mail: Customer Relations, GPO Box 219, Parramatta NSW 2124
• Website: www.qbe.com/au

QBE Insurance (Australia) Limited is responsible for investigating and resolving complaints. Upon receiving your complaint, QBE will manage the matter under their internal dispute resolution (IDR) procedures.

Once we receive your complaint, Deposit Assure will:

• Refer all complaints to QBE without delay and no later than within one (1) business day of receipt.
• Not otherwise manage, respond to, or make any decision or take any course of action in relation to complaints, other than as directed by QBE.

Where QBE manages a complaint referred to it by Deposit Assure:

• QBE will manage and respond to the complaint directly. While QBE will communicate its decision and may consider input from Deposit Assure, the final determination will be made independently by QBE’s Dispute Resolution Specialists (DRSs).
• Deposit Assure will, without delay, provide QBE with assistance, documentation, and information (including personal information and original documents) reasonably requested by QBE, within one (1) business day of such a request.
• Deposit Assure will follow any reasonable direction from QBE, whether provided orally or in writing, in relation to the resolution or response to the complaint.

QBE Customer Relations will:

1. a) Acknowledge receipt of your complaint via phone, email, or letter.
2. b) Review your complaint and all relevant information.
3. c) Provide progress updates throughout the review.
4. d) Endeavour to issue a final decision in writing within 30 calendar days, provided all necessary information is available.
5. e) If further information or investigation is required, QBE will contact you to explain the delay, outline next steps, and confirm a revised timeframe. You will also be informed of your right to escalate the matter to the Australian Financial Complaints Authority (AFCA) or another relevant external dispute resolution scheme.
   
   QBE’s complaints process can be found here: https://www.qbe.com/au/about/governance/complaints

If you are not satisfied with QBE’s response or your complaint remains unresolved, you may refer the matter to the Australian Financial Complaints Authority (AFCA):

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

Time limits apply when lodging a complaint with the Australian Financial Complaints Authority (AFCA).

Generally:

Six years from the date you first became aware (or reasonably should have become aware) of the loss; or

Two years from the date we issued our final response through the Internal Dispute Resolution (IDR) process.

If these timeframes have expired, AFCA may be unable to consider your complaint.

AFCA provides a free and independent service to help customers resolve eligible complaints.

5. What Information to Provide

To help us facilitate your complaint with QBE promptly and effectively, please provide:

• Your full name and contact details
• Details of the bond or matter of concern
• Any relevant reference numbers or application details
• A clear description of the issue
• Any supporting documentation
• The outcome you are seeking

6. Access to This Policy

This policy is publicly available on our website. All Deposit Assure staff are familiar with this policy and trained to assist customers in initiating the complaint process.

7. Privacy Complaints

Deposit Assure Pty Ltd is committed to protecting the privacy of personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

If your complaint relates to the way we have handled your personal information, including the collection, use, storage, or disclosure of that information, please advise us when lodging your complaint so we can ensure it is addressed under our privacy obligations.

Privacy complaints are also handled by QBE Insurance (Australia) Limited under their complaints process. Deposit Assure will promptly refer any such complaints to QBE for investigation and resolution.

Office of the Australian Information Commissioner (OAIC):
Phone: 1300 363 992
Online: www.oaic.gov.au
Mail: GPO Box 5288, SYDNEY NSW 2001