Complaints Handling Policy

Overview

At Safewill, we are committed to providing exceptional service to our clients. However, we recognise that there may be times when you are not completely satisfied with our services.

We value your feedback and take your concerns seriously. This policy outlines our approach to handling complaints in a fair, transparent, and timely manner. We are committed to ensuring that complaints are investigated competently, diligently, and impartially.

Lodging a Complaint

You can lodge a complaint with Safewill through the following channels:

• Online: By contacting our support team through our live chat
  

• Email: support@safewill.com
  

• Phone: 1800 103 310
  

• Post: Safe Will Pty Ltd, 104 Commonwealth Street Surry Hills NSW 2204
  

If you require additional support to lodge a complaint (e.g. due to accessibility, language, or other needs), please let us know. We will take reasonable steps to accommodate you.

What Happens After We Receive Your Complaint

Once we receive your complaint, Safewill will:

1. Acknowledge receipt promptly – usually within 1 business day.
   

2. Assess and investigate the issues raised, gathering relevant information.
   

3. Keep you informed of the progress of your complaint.
   

4. Provide a written final response that explains our findings and any proposed resolution.
   
   

We aim to resolve complaints within 30 calendar days of receiving them.

If we cannot provide a final response within this timeframe, we will:

• Inform you of the reasons for the delay.

• Let you know your right to escalate the complaint to AFCA.

• Provide AFCA’s contact details.
  
  

External Review

If you are not satisfied with our response, or if we have not provided a response within the required timeframe, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA is an independent external dispute resolution scheme that provides free, fair, and accessible dispute resolution services for consumers.

You can contact AFCA:

• Phone: 1800 931 678

• Post: GPO Box 3, Melbourne VIC 3001

• Online: www.afca.org.au/make-a-complaint
  

Time limits may apply to lodge with AFCA, so you should consult their website to confirm.

Commitment to Fair Handling

• All complaints will be handled impartially and with respect.
  

• Information you provide will be treated confidentially.
  

• Safewill will ensure staff are trained to identify, escalate, and resolve complaints appropriately.
  

• We view complaints as an important source of feedback and an opportunity to improve our services.