Complaints Policy

Who this process applies to

This process applies to complaints about Ardent Risk Management Group Pty Ltd ABN 93 667 752 061, AFSL 550275 (Ardent), and about any of its authorised representatives:

• Ardent Insurance Solutions Pty Ltd ABN 30 113 527 496, CAR 001276026
• Kevin Whelpton trading as Kwell Consulting
• Hewitt Hicks Pty Ltd, AR 001303428

As the licensee, Ardent is responsible for handling complaints about the services of all its authorised representatives.

How to make a complaint

Making a complaint is free. You can complain in any way that suits you, including by phone, email, letter or in person, and you can ask someone else, such as a family member, lawyer or advocate, to complain on your behalf.

If you have a complaint, please first contact the person or authorised representative who provided the service to you. If they cannot resolve the issue, or you would prefer not to contact them, please contact our Complaints Team:

Need help making a complaint?

Extra support is available if you need it, for example because of language, disability or other communication barriers. If you need an interpreter, contact the Translating and Interpreting Service on 131 450 and ask them to call us. If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service.

How we handle your complaint

• We will acknowledge your complaint within 1 business day of receiving it.
• We will keep you informed of our progress at least every 10 calendar days.
• We may ask you for more information so we can review your complaint.
• We will resolve your complaint, or give you our final response, within 30 calendar days of receiving it.

We will give you a written Internal Dispute Resolution (IDR) response, setting out the outcome of our review and the reasons for our decision, if:

• we have not resolved your complaint to your satisfaction within 5 business days of receiving it;
• you ask for a written response; or
• your complaint is about financial hardship, a declined claim or the value of a claim.

If a written IDR response is not required, we will confirm in writing the actions we have taken to resolve your complaint.

If we cannot give you a final response within 30 calendar days, we will tell you before that time ends, explain the reasons for the delay, and let you know that you can take your complaint to the Australian Financial Complaints Authority (AFCA) straight away.

Our internal dispute resolution process

Stage 1

The person or authorised representative who provided the service to you will try to resolve your complaint as quickly as possible. If they cannot resolve it, or you are not satisfied with their response, your complaint will move to Stage 2. You can ask for your complaint to move to Stage 2 at any time, for any reason.

Stage 2

Your complaint will be reviewed by Ardent’s Complaints Team. Where practical, the person reviewing it will not be the person whose decision or conduct you are complaining about, or anyone involved in Stage 1. We will respond in writing and explain the reasons for our decision.

Privacy complaints

Complaints about how we handle your personal information follow the same process. Please see our Privacy Policy for more information.

External dispute resolution

If you are not satisfied with our final response, or we have not responded within 30 calendar days, you can take your complaint to an external dispute resolution service.

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Time limits apply. Generally, you must lodge your complaint with AFCA within two years of receiving our final response. Please check the AFCA website for details.

Office of the Australian Information Commissioner (OAIC)

For privacy complaints, you can also contact the OAIC: