Conduct standards for us and our Employees and Distributors
- We will have policies and procedures for our Employees and Distributors that require them to conduct sales appropriately and to prevent unacceptable sales practices.
- We will only allow our Employees and Distributors to provide services that match their expertise.
- When our Distributors are providing a service to you, they must tell you the service we have authorised them to provide and that they are acting on our behalf.
- If you make a Complaint to one of our Distributors, about either us or their conduct, then the Distributor must tell us about the Complaint within 2 Business Days. If your Complaint is about a Retail Insurance product, then your Complaint will be handled under the Code’s Complaints process.
- Our Distributors must notify us within 2 Business Days of any Code breaches by them when acting on our behalf.
Education and training for our Employees and Distributors
- We will require our Employees and Distributors to receive appropriate education and training:
- to provide their services competently;
- to deal with you professionally; and
- about the Code.
- Our Employees’ education and training records will be kept for at least 7 years. We will make those records available to the Code Governance Committee at its request. We will require our Distributors to do the same.
Dealing with concerns about our Employees or Distributors
- We will have policies and procedures in place to monitor the performance of our Employees and/or Distributors.
- We will investigate any concerns about the conduct of our Employees or Distributors that you raise with us, or that we are aware of. Where appropriate, we will address these concerns by — for example:
- requiring them to go through further training; or
- disciplinary action.
- If we identify that any of our Employees or Distributors have engaged in poor conduct in breach of our policies or procedures that has caused you material harm, then we will contact you to discuss an appropriate remedy. The remedy will depend on the circumstances and on what you agree to. For example, a remedy may include:
- us refunding any premiums paid;
- us paying interest on the refunded premium;
- us adjusting the cover the product provides;
- us correcting information provided to you; or
- us paying a claim.
- If you are not satisfied with our proposed remedy, then we will tell you how to make a Complaint.
Concerns about other Australian Financial Service Licensees who sell our products
- If you have a concern about a person or organisation selling our product who is not one of our Distributors, you can contact us and we will let you know how you can have the matter addressed. You can also contact the Code Governance Committee.