Disputes Procedures

We strongly encourage continued improvement at HUBB and welcome all feedback concerning our Products and Services, staff and business practices. Whether it’s paying a compliment or making a complaint, your feedback is the key to improving our Products and Services.

If our level of service or quality of products has failed to meet your expectations, we will do our best to solve any problems or issues that you might have, and use your experience for continuous improvement purposes.

Making a complaint

HUBB has procedures set in place to ensure that your feedback is treated seriously and that your concern is addressed promptly and fairly. If you have a complaint please give us the opportunity to fix the problem. We will investigate the complaint, answer your questions and do all we can to resolve the matter.

To assist us please:

* Collect all supporting documentation about the matter of grievance; please take some time to think of the questions that you would like us to respond to and what your ideal outcome would be (if any), and;
* Contact the Customer Service Team to be assigned a team member to review your communication. Please be assured that this person will have the necessary authority to review your case.

You can submit your correspondence to:

Customer Care
Hubb Australia Pty Limited
Unit 5 4 Skyline PL
Frenchs Forest
NSW 2086

or email info@hubb.com

We aim to resolve most issues within 21 days. However, some matters are more complex and can take longer to resolve. If that is the case, we’ll keep you informed of our progress.

Dispute Resolution

If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to lodge a written complaint with The Department of Fair Trading in your State.

Financial Industry Complaints Service – Applies to Australian Residents Only.

HUBB is also members of an External Dispute Resolution Scheme covering financial services.

The Financial Ombudsman Service (FOS) is a company that has been set up to provide assistance to Life Insurance Policy holders and clients of Financial Planners, Financial Service Providers or Fund Managers.

The contact details for FOS are:

Financial Industry Complaints Service
GPO Box 3,
Melbourne, Vic 3007
Toll free: 1300 780 808
Fax: 03 9613 6399
Website: www.fos.org.au