How do I make a complaint?

The satisfaction of our policy holders is extremely important to Petmed. If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it.You should first contact one of our Customer Service consultants on 1300 732 172. If, after speaking to our team, you are still not happy with the outcome, you
can take your matter further by contacting our Internal Dispute Resolution Committee.

The Internal Dispute Resolution Committee’s contact details are:
The Complaints Officer
Locked Bag No. 9021
Castle Hill NSW 1765
Phone: 1300 732 172
Email: petmed@petsure.com.au

Your concerns will be investigated by the Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call. If we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no later than 45 days from the date we received your complaint.

If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction or does not provide you with an outcome within 45 days of receipt of your complaint, you may refer the matter to an external dispute resolution scheme. This is a free service to consumers to assist in resolving complaints.

If you are lodging your complaint before 1 November 2018 you should contact:

The Financial Ombudsman Service
Online: www.fos.org.au
Email: info@fos.org.au
Phone: 1800 367 287
Mail:
Financial Ombudsman Service Limited
GPO Box 3 Melbourne VIC 3001

If you are lodging your complaint after 1  November 2018 you should contact:

The Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail:
Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001