Important Background Information

How to navigate the Code

(A "Code Member" is referred to in these Standards as "we", "our" and "us" and a "Client" as "you" and "your")

Step
1
UNDERSTAND WHAT THE CODE APPLIES TO

The Code applies to general and life insurance and other insurance related services (as defined in the "Covered Services" section) provided by us as Code Members to you as our Client.

The Code is drafted to cover a broad range of services that go beyond those covered by the Ombudsman Service (FOS) Terms of Reference.

Contact the Code Administrator with questions. Visit www.fos.org.au or tel: 1300 780 808.

Step
2
UNDERSTAND THE STANDARDS AND REQUIREMENTS THAT CODE MEMBERS MUST MEET

The Code sets the high standards and other requirements we agree with NIBA to meet (see "Service Standards" section). Nothing prevents us from adopting higher standards where we wish to do so.

The aim is to promote informed and effective relationships between us and you, insurers and others involved in the insurance industry. The Code standards address many issues not specifically dealt with in legislation. The Code does not affect or limit your rights under any relevant legislation or other law against us.

Step
3
UNDERSTAND WHAT HAPPENS IF THE CODE IS BREACHED

If there is a breach of the Code you can make a complaint and seek to have it resolved in accordance with the Code terms (see "Complaints and Disputes Resolution Process").

The Code does not create legal or other rights between us and any person other than NIBA, with which we contract in relation to the Code.

The Code Compliance Committee can impose binding orders and/or sanctions on us for a breach (See "Binding Orders and Sanctions").

To maintain high standards of compliance (and help protect consumers) the Code Compliance Committee will undertake annual reviews of Code compliance.

The Code Administrator also has the power to undertake Code reviews of our compliance and the Code Compliance Committee can impose binding orders and/or sanctions on us for any identified breach.

The Code Compliance Committee also monitors Code compliance and oversees administration of the Code.