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Customer Complaints & Dispute Resolution

Our Legal Obligations

Crop Risk Underwriting Pty Ltd is an Authorised Representative (001274350) of Weather Risk Management Solutions Pty Ltd (AFSL 233798), as such Weather Risk Management’s Complaints and Dispute Resolution Policies apply.

Weather Risk Management Solutions Pty Ltd operates at all times with the highest levels of best practice and seeks to maintain high ethical standards in all of its business practices.

There are a number of important areas of compliance that Weather Risk Management Solutions Pty Ltd is bound to by law. These are outlined below and include:

  • Dispute Resolution
    • Internal Complaints Handling Process
    • External Complaints Handling Process

Dispute Resolution

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 first step is for Weather Risk Management Solutions Pty Ltd 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 Weather Risk Management Solutions Pty Ltd Head Office, by phone, email or post. The contact details can be found here.

Our Complaints Officer is responsible for:

  • Dealing with and attempting to resolve your complaints which cannot be resolved by the provision of clarification or information;
  • Advising you of your rights to lodge complaints with the Australian Financial Complaints Authority (AFCA) where relevant;
  • Managing all disputes with you; and
  • Liaising with the AFCA where relevant.

If we are unable to satisfy your complaint internally then we will refer the complaint to AFCA if it is a complaint that falls within AFCA’s Terms of Reference.

External Complaints Handling Process

Weather Risk Management Solutions Pty Ltd 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 if it falls within AFCA’s Terms of Reference.

Before AFCA can consider your dispute, you need to have complained to us first and given us an opportunity to resolve your complaint.

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 also available)
Phone Toll Free: 1800 931 678
Email: info@afca.org.au
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001