Handling Your Complaint

Handling your complaint

If you have a complaint, please tell us about it. We will carefully review the matter and respond to you within 15 working days. You can contact us at info@youi.com.au or ph: 1300 00 YOUI.

 

Internal dispute resolution service

Youi treats all customer complaints and disputes very seriously and offers an Internal Dispute Resolution Service that will review your complaint and make the appropriate determination.

If your complaint has not been resolved satisfactorily, please contact our Dispute Resolution Manager on disputes@youi.com.au or ph: 1300 00 YOUI.

The Internal Dispute Resolution Service will take the following steps:

Step 1

We will confirm receipt of your dispute, by email or phone, within 3 working days.

Step 2

Where all necessary information has been received regarding your dispute, we will provide a final decision to you within 15 working days. If extra time is required for the review of your complaint, we will contact you to agree on a new time frame. We will continue to advise you of our progress at least every 10 working days. Where a new timeframe cannot be agreed, you are entitled to escalate your complaint to the Financial Ombudsman Service (FOS) at the contact details shown below.

Step 3

We will provide you with our final Internal Dispute Resolution decision by email.

Step 4

If you are not satisfied with our final decision, your other available options include:

  • Requesting a review of your dispute by the Financial Ombudsman Service (FOS). The FOS is a free and independent external dispute resolution service available to our policyholders. The FOS can advise you whether your dispute is one which falls within their terms of reference, as not all customers or products are covered. You can contact the FOS as follows: 
Website: http://www.fos.org.au
By Phone: 1800 367 267
By Email:          info@fos.org.au
By Mail:

Financial Ombudsman Service Limited 
GPO Box 3, Melbourne VIC 3001

  • Seeking independent legal advice. 
  • Referring the matter to the department in your state or territory responsible for fair trading and/or consumer affairs, if applicable.
General insurance code of practice

Youi is a signatory to the General Insurance Code of Practice, which is an industry commitment to raising standards of service to its customers. Youi upholds these standards to provide efficient and professional service quality to the community and our policyholders in providing general insurance. http://www.codeofpractice.com.au