At WageCover we are committed to ensuring that client’s complaints are dealt with in an efficient and professional manner. WageCover has a dedicated Complaints Manager who works in conjunction with the WageCover complaints committee to assist clients to resolve disputes.
What is a Complaint or a Dispute?
A complaint is an expression of dissatisfaction with a product or service provided by a licensee where the complainant expects the licensee to take action to correct the situation and to prevent it from happening again.
If the complainant is not satisfied with the licensee’s action in response to the complaint, it may then become a dispute. Disputes that are not resolved need to be referred to an external dispute resolution scheme.
Internal Dispute Resolution (IDR)
WageCover has a dedicated Complaints Manager, Complaints Committee and fully documented process for managing complaints submitted by clients. In addition WageCover is a member of the Financial Ombudsman Service (FOS) and any complaint that is not resolved may be escalated to FOS for consideration.
External Dispute Resolution (EDR)
The dispute resolution provisions state that Financial Service providers must have an External Dispute Resolution (EDR) scheme that has been approved by ASIC in accordance with the regulations. WageCover currently subscribes to FOS (Financial Ombudsman Service).
How do I submit my complaint?
All complaints should be submitted in writing to WageCover’s Complaints Manager via the following means:
Fax 9970 7290
Suite 6/3 Vuko Place
Warriewood NSW 2102
What information needs to be in the complaint?
The complaint notification should document in detail the following:
The nature of your complaint (what happened and why a complaint has been lodged);
What you would like done to resolve the issue.
If you have any supporting information or documents you should include a copy of these in your submission.
What will WageCover do with my complaint?
When the Complaints Manager is notified of a Complaint they will take the following actions;
WageCover will acknowledge in writing (within 5 business days) that we have received your complaint and advise what course action we are taking in relation to your complaint.
If a reasonable resolution cannot be found within 15 business days, the complaint may be forwarded to the Financial Ombudsman Service (FOS).
WageCover is bound to abide by the rulings of the Financial Ombudsman Service.