Guide to making a complaint

Our Obligations

CivicRisk Mutual is committed to taking all complaints about our financial products and services seriously.

Making a complaint

We encourage any dissatisfied persons to put their complaint in writing to us addressed to our Chief Executive Officer by e-mail to .  All complaints will be formally acknowledged within 5 business days.

If you wish to remain anonymous, please let us know.

Our process

Our process requires us to explore remedies available to address the complaint. This could include

  • Applying the procedure for Disputes and Differences as set out in the CivicRisk Mutual Rules and the Complaints Handling Policy;
  • Developing or suggesting different governance arrangements to prevent re-occurrence of a grievance;
  • Seeking compensation for you via CivicRisk Mutual’s insurance policies or other means;
  • Enhancing compliance measures to mitigate or prevent re-occurrence of a grievance;
  • Seeking additional resources to prevent re-occurrence of a grievance;
  • Suggesting independent mediation or conciliation;
  • Any other remedy that aims to put you in a similar position to that prior to your complaint.

Advising you of the outcome

We will advise you of the outcome of your complaint within 30 days of receiving it in writing. If we are unable to resolve the matter within 30 days, we will let you know the cause of the delay, and when you can expect a response.

If your complaint is not resolved within the set timeframe, or you are not happy with the response CivicRisk Mutual has provided, you can contact the Australian Financial Complaints Authority (AFCA) quoting CivicRisk Mutual’s membership number 66519.  AFCA provides free independent financial services complaint resolution.