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 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 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
Weather Risk Management 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 Weather Risk Management 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, Weather
Risk Management must first be given the opportunity to resolve
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 Weather Risk Management 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 Head Office, by phone, email or post.
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
- Advising you of your rights to lodge complaints with the
Australian Financial Complaints Authority (AFCA) where
- 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 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
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
Post: Australian Financial Complaints Authority,
GPO Box 3, Melbourne VIC 3001