Complaints Policy

1.1 This Complaints Policy applies to all services provided by Millennial Financial Group Pty Ltd t/a Protect Buddy ("Protect Buddy", "we", "us", "our").

1.2 Protect Buddy is a Corporate Authorised Representative (CAR No. 1319120) of Nexa Life Solutions Pty Ltd (ACN 649 576 896 / AFSL 563622) ("Nexa" or "our Licensee"). Our complaints process operates under Nexa's dispute resolution framework.

1.3 A complaint is any expression of dissatisfaction made to us, related to our products, services, staff or handling of a complaint, where you expect a response or resolution.

1.4 This policy is publicly available on our website at www.protectbuddy.com.au and can be provided in another format on request at no charge.

2.1 You may make a complaint about any aspect of your experience with Protect Buddy, including:

2.2 If your complaint relates to a decision made by an insurer, such as a claims decision, underwriting outcome or premium change, we will assist you by directing your complaint to the appropriate insurer and, if necessary, to the insurer's internal dispute resolution process.

3.1 When contacting us, please provide:

3.2 We will:

3.3 In some cases, particularly where a complaint is complex or requires information from another party such as an insurer, we may need additional time. If this occurs, we will notify you in writing and explain the reasons for the delay.

3.4 Nexa Life Solutions will review your complaint independently and provide oversight of the complaint process under which Protect Buddy operates.

3.5 You do not need to have completed Step 1 before escalating to Nexa, however we encourage you to contact Protect Buddy first because most complaints can be resolved quickly at that stage.

3.6 AFCA is approved by the Australian Securities and Investments Commission to provide free, fair and independent dispute resolution for consumers and small businesses with complaints about financial services.

3.7 AFCA can consider complaints about:

3.8 AFCA's decisions can be binding on Protect Buddy and our Licensee up to applicable monetary limits. You are not bound by AFCA's decision and remain free to pursue other legal remedies.

3.9 There are time limits for lodging complaints with AFCA. Generally, you must lodge a complaint within 6 years of first becoming aware of the issue, or within 2 years of receiving our final response, whichever is later.

3.10 Privacy Complaints - Additional Escalation Option.

3.10.1 If your complaint relates specifically to the handling of your personal information and you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner (OAIC).

3.10.2 The OAIC handles complaints under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. It can investigate complaints and make a determination. You should generally contact us first before going to the OAIC.

5.1 We are committed to handling all complaints in accordance with:

5.2 In handling your complaint, we will:

5.3 Under ASIC Regulatory Guide 271, we are required to resolve complaints within applicable timeframes, including:

5.4 If we cannot meet these timeframes, we will notify you in writing before the timeframe expires, explain the reasons for the delay and provide an expected resolution date. We will also inform you of your right to escalate the complaint to AFCA.

6.1 We want the complaints process to be accessible to everyone. If you need assistance to make or manage a complaint, please let us know and we will do our best to accommodate your needs.

6.2 If you require support, you are welcome to:

6.3 If you need to communicate in a language other than English, the Translating and Interpreting Service is available on 131 450 and can assist you.

7.1 We use complaints as an opportunity to learn and improve. All complaints are recorded and reviewed to identify trends, recurring issues and areas for improvement in our services, processes and staff training.

7.2 We will update this Complaints Policy from time to time to reflect changes in our business, legal obligations or regulatory guidance. The current version is always available on our website.