Customer Complaints & Dispute Resolution
Our Legal Obligations
Crop Risk Solutions is a trading name of AgriRisk Services Pty
Limited, as such AgriRisk's Complaints and Dispute Resolution
AgriRisk operates at all times with the highest levels of best
practice and seeks to maintain high ethical standards in all of its
There are a number of important areas of compliance that
AgriRisk is bound to by law. These are outlined below and
- Insurance Brokers Code of Practice
- Dispute Resolution
- Internal Complaints Handling Process
- External Complaints Handling Process
Insurance Brokers Code of Practice
AgriRisk is a member of the National Insurance Brokers
Association (NIBA), where a strict Code of Conduct is followed that
sets a high standard for the way we do business.
The Insurance Brokers Code of Practice (the Code) is intended to
promote good relations between insurance brokers, policy holders
and others in the insurance industry. The Code also sets out how we
transact business efficiently by laying out expected standards of
good practice and levels of service.
Developed by NIBA as part of a national self-regulatory scheme,
- Requires brokers to establish an internal dispute resolution
process (ours is outlined below)
- Sets out standards for brokers to follow when dealing with
clients, including requirements to inform clients of remuneration
arrangements and any conflict of interest
- The Code also provides that we:
- Act in your best interests
- Provide advice and guidance to you to make informed decisions
on risk and insurance protection
- Provide full and accurate information for effective
- Respect your confidentiality in relation to all records and
- Ensure the validity and accuracy of all documentation
- Make available to you all relevant documentation, policies and
certificates, endorsements, and premium calculations as may be
- Be professional, efficient and responsive in all dealings
- In the event of a claim, take every step necessary to ensure
prompt and fair settlement
- Work towards maintaining and enhancing the reputation of NIBA
and its members
- Act in the spirit of the Code and encourage others to do
The Code is administered by the Australian Financial Complaints
Authority (AFCA), of which AgriRisk is a member. If you consider
there has been a breach, you may wish to contact the AFCA to lodge
a complaint. Before doing this, AgriRisk must first be given the
opportunity to resolve any dispute.
You can download a copy of the Code here.
As part of the Code obligations, we are committed to the fair,
transparent and timely resolution of disputes. If you are unhappy
with any of our services, you can contact our Complaints Officer by
phone, email or post. The contact details can be found here.
The first step is for AgriRisk to attempt to resolve the
complaint internally. If this fails, an external dispute resolution
process is then enacted.
Internal Complaints Handling Process
The objective of our internal complaints handling process is to
provide an efficient, fair and timely method of handling complains
at no cost to you.
You can contact our Complaints Officer, at the AgriRisk Services
Head Office, by phone, email or post. The contact details can be
Our Complaints Officer is responsible for:
- Dealing with and attempting to resolve your complaints which
cannot be resolved by the provision of clarification or
- Advising you of your rights to lodge complaints with the
Australian Financial Complaints Authority (AFCA);
- Managing all disputes with you; and
- Liaising with the AFCA.
If we are unable to satisfy your complaint internally then we
will refer the complaint to AFCA.
External Complaints Handling Process
AgriRisk is a member the Australian Financial Complaints
Authority (AFCA) that provides an external dispute resolution
service which is free to you. If your complaint is not resolved to
your satisfaction by our Internal Complaints Handling Process, you
can refer the dispute to AFCA.
Before AFCA can consider your dispute, you need to have
complained to us first and given us an opportunity to resolve your
You can find out more about the external dispute resolution
process or contact AFCA by:
Website: https://www.afca.org.au (on-line complaint form
Phone Toll Free: 1800 931 678
Post: Australian Financial Complaints Authority,
GPO Box 3, Melbourne VIC 3001
Financial Services Guide
A copy of the Financial Services Guide can be downloaded here.