Complaints Procedure

Last reviewed: August 2026

1. Our approach

Attsure is committed to handling complaints fairly, promptly, and transparently. This page describes our internal dispute resolution (IDR) process, structured consistently with ASIC Regulatory Guide 271 (Internal dispute resolution), and the external dispute resolution path available to you if you remain unsatisfied.

2. How to lodge a complaint

If you have a complaint about Attsure, a product, or our service, please contact us first so we can try to resolve it. You can lodge a complaint by:

• Email: ruebens@attsure.com.au
• Including a clear description of the issue, the product or matter it relates to, any relevant reference numbers, and your preferred outcome

3. Acknowledgement

We aim to acknowledge receipt of your complaint promptly and will let you know who is handling it. If we need more information from you to investigate, we will let you know what we need and why.

4. Our internal dispute resolution response

We will investigate your complaint fairly, keep you informed of progress, and provide a written IDR response setting out our decision, the reasons for it, and your right to escalate to external dispute resolution if you are not satisfied. We apply complaints handling timeframes consistent with ASIC RG 271.

5. External dispute resolution — AFCA

If you are not satisfied with our internal response, or if we have not resolved your complaint within a reasonable time, you may be entitled to lodge a complaint with the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme.

• Website: afca.org.au
• Phone: 1800 931 678
• Mail: GPO Box 3, Melbourne VIC 3001

AFCA membership details relevant to your policy are set out in your policy documentation. If you are unsure whether your complaint can go to AFCA, contact us and we will tell you straight.

6. Contact us

For any question about this process, contact ruebens@attsure.com.au.