Complaints & Feedback

We take all complaints seriously and aim to resolve issues quickly and fairly.

Our Commitment

We strive to provide excellent service, but we understand that sometimes things don\'t go as expected. If you\'re unhappy with any aspect of our service, we want to hear about it so we can try to make it right.

How to Lodge a Complaint

By Email

Email us at hello@clearclaim.com.au with "Complaint" in the subject line.

Via Contact Form

Use our contact form and select "Feedback" as the subject.

What to Include

To help us investigate your complaint, please include:

  • Your name and contact details
  • Your claim reference number (if applicable)
  • A clear description of the issue
  • What outcome you are seeking
  • Any relevant documents or correspondence

Response Timeframes

  • Acknowledgement: Within 2 business days
  • Initial response: Within 5 business days
  • Resolution: We aim to resolve most complaints within 14 business days

Complex issues may take longer. We\'ll keep you informed of progress.

Our Complaints Process

1

Acknowledgement

We\'ll acknowledge receipt of your complaint and assign it to an appropriate team member.

2

Investigation

We\'ll review the circumstances, gather relevant information, and speak with involved parties.

3

Response

We\'ll provide a written response explaining our findings and any actions we\'ve taken or propose.

4

Resolution

If you accept our proposed resolution, we\'ll implement it. If not, we\'ll discuss further options.

If You\'re Not Satisfied

If you\'re not satisfied with our response, you may wish to:

  • Request internal escalation: Ask for your complaint to be reviewed by a senior manager.

  • Contact Consumer Affairs Victoria: www.consumer.vic.gov.au or call 1300 55 81 81

  • Seek independent legal advice: If your complaint involves a significant dispute, you may wish to consult a lawyer.

Privacy Complaints

If your complaint relates to how we\'ve handled your personal information, please refer to our Privacy Policy. You may also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Disclaimer: This complaints process is general in nature. It is not legal advice, and following this process does not affect any legal rights you may have. If you have a significant dispute, consider seeking independent legal advice.