Important Background Information
WHAT DOES THE CODE SEEK TO DO? (CODE OBJECTIVES)
(A "Code Member" is referred to in these Standards as "we", "our" and "us" and a "Client" as "you" and "your")
The code commits us and our representatives to:
1 High Standards of Customer Service
We are committed by the Code to high standards, which apply to a very broad range of customers and services.
They are designed to:
The Code addresses many issues not specifically dealt with in legislation.
Where the Code imposes an obligation that is greater than the law we will comply with it (unless it would cause us to breach the law).
The Code aims to work together with the many laws covering our conduct and in no way limits your rights under such laws against us.
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.
2 A free and transparent Complaints and Compliance review process
3 Abide by any binding sanctions imposed on us under the Code for any breach
You can complain to the Code Administrator and have the complaint resolved in accordance with the procedures set out in the Code (see "Complaints and Dispute Resolution Process").
This is usually done if our Internal Dispute Resolution (IDR) process fails to resolve the complaint. AFCA will not usually consider a complaint that has not gone through this process.
The Code Administrator can also conduct reviews of Code compliance by us even where there has been no complaint.
There is also an independent Code Compliance Committee that makes determinations on alleged Code breaches unresolved by the Code conciliation process, monitors compliance and oversees administration of the Code.
All of the above helps minimise non-compliance and maintain high compliance standards.
By agreeing to the Code we enter into a contract with NIBA to abide by the Code. The Code does not create legal or other rights between us and any person other than NIBA.
The Code Compliance Committee can impose binding orders or sanctions on us for a breach of the Code.
This is a high level summary. Full details are enclosed throughout this document.
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