Where a customer or a third party requires additional support, AEI Insurance Broking Group provides for the following:

Translating and Interpreting Services

Where practicable, we will provide access to an interpreter if you ask us to, or if we need an interpreter to communicate effectively with you. We will record if an interpreter is used or if there are reasons we are unable to arrange one.

AEI Insurance Broking Group has compiled a list of employees and their languages for which they are proficient and willing to assist with translation services. We are also able to engage TIS National, the Government’s Translating and Interpreting Service to assist our customers or third parties that require additional assistance with language. Immediate and pre-booked phone or on-site conversations can be arranged. To find out more, click on the following link https://www.tisnational.gov.au/ or call 1800 131 450 and ask for assistance in your preferred language.

National Relay Service

If a customer or third party is deaf and/or find it hard of hearing or speaking with people who use a telephone, we may utilise the services of the National Relay Service (NRS), the following contact details are provided to assist you in contacting us:

Additional support

Where a customer or third party requires additional support from someone else (for example a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways and recognise their authority to act as a support person.

Financial advice/counselling

For free, confidential and independent financial advice, customers can contact Financial Counselling Australia. Contact can be made by visiting their website http://www.financialcounsellingaustralia.org.au or through contacting the national financial counselling hotline on 1800 007 007.

Privacy Policy

Our Privacy Policy applies to the operations of our Company within Australia and explains how we manage your personal information. We safeguard your privacy and confidentiality of your personal information and are bound by the Australian Privacy Principals which are set out in the Privacy Act 1988.

Complaints

We are committed to providing quality service to our clients. This commitment extends to giving you easy access to people and processes that can resolve a service issue or complaint.

If your complaint is about the service or advice we have provided to you, please address your enquiry in the first instance to the staff member providing the service or to our Complaints Officer, Luke Ford on 1300 695 840 or at lukef@aei.com.au. If you are dissatisfied with our final response to your complaint, you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA).

Compliments

Our employees are valuable to us, and it is extremely rewarding to them and us to receive positive feedback on the service which they provide you. We do encourage you to compliment our team directly, or to share your compliments publicly via a google review.

Full policy details

Please refer to the links at the bottom of our website to view our Financial Services Guide in it’s entirety, along with complete publications of :-