How to make a complaint, how Sarre IBS will handle it, and what to do if you are not satisfied.
Senaland Pty Ltd t/as Sarre Insurance Broking Services (Sarre IBS) is committed to having effective complaints management procedures in place so that complaints are dealt with in a respectful, timely and fair manner, and in confidence.
A complaint is defined as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”. This also includes any privacy concerns or complaints you may have.
If you are unhappy with something we have done, we will follow our internal complaints process to resolve the matter. If you have a complaint, please contact us by any of the following methods:
Attention: Natasha Sutherland, Complaints Officer
Street address: 13A/979 Albany Hwy, East Victoria Park WA 6101
Postal address: PO Box 343, Victoria Park WA 6979
Phone: +61 8 9362 2166
Email: [email protected]
Online: sarreibs.com.au/contact
We take your feedback seriously and will work quickly, proactively and fairly to investigate and resolve your complaint.
We will assist you in lodging your complaint, which may include incorporating the services below, which you can also use directly:
1. The National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It is available at no additional charge:
> For talk-to-text users, call 133 677 and then ask for the phone number;
> For speak-and-listen users, call 1300 555 727 and then ask for the phone number;
> For internet relay users, connect to the NRS and then ask for the phone number.
2. The Translating and Interpreting Service, a government interpreting service available 24 hours a day to any person or business who needs assistance in communicating with non-English speaking persons.
You are also able to authorise a representative to act on your behalf in lodging and dealing with your complaint. This might be a financial counsellor, legal representative, family member or trusted friend.
If you are experiencing vulnerability, family violence or financial hardship, please tell us. We will take your circumstances into account in the way we communicate with you and handle your complaint. See our Family Violence, Vulnerable Clients and Financial Hardship Policy.
We will only ask for, and take into account, relevant information in considering a complaint. In accordance with our Privacy Policy, you are permitted to seek access to your personal information and information that has been relied upon in assessing your complaint.
We will collect certain information from you in order to consider your complaint, including:
> Your name and any relevant product details;
> Your contact details and any communication preferences;
> A description of your complaint; and
> How you would like the complaint resolved.
We will aim to acknowledge your complaint within 1 business day of receiving it, and we will let you know who will be handling your complaint and what to expect. The person handling the complaint will:
> commence their investigation and may require further details from you;
> keep you updated on the progress of your complaint;
> give you a written response once their investigation is complete. This is known as an internal dispute resolution (IDR) response. It will tell you the final outcome of your complaint, your right to take the matter to the Australian Financial Complaints Authority (AFCA) if you are not satisfied, and how to contact AFCA.
We may not provide a full written response to you if, within 5 business days of receiving your complaint, we have:
> resolved the complaint to your satisfaction; or
> given you an explanation and/or apology when no further action to reasonably address the complaint can be taken.
However, we will confirm the resolution, and if you would like a full written response to your complaint you can request one and we will provide it.
We aim to resolve all complaints as quickly as possible. Many complaints can be resolved immediately or within a few days.
We will keep you informed about your complaint and will provide you with a written response within 30 calendar days of receiving it.
We endeavour to promote the interests of our clients at all times, including as part of the handling of complaints, to achieve fair and positive outcomes.
Sarre IBS is a Steadfast Network Broker member and as such we have access to the Steadfast Customer Advocacy service. This free service provides a means to obtain proactive support, advice and assistance in the event of a complaint. It provides our clients with an advocate to present any issues where we have not met a client’s expectations of our services.
If a complaint is not able to be resolved by us directly, we encourage our clients to reach out to the Steadfast Customer Advocacy service for further assistance. The service is available to assist Steadfast Network Brokers’ clients either directly, with the assistance of one of our brokers, or in conjunction with us.
Contact: Customer Advocacy Manager, Steadfast Group Ltd
Phone: 02 9495 6500
Email: [email protected]
If your complaint is not resolved to your satisfaction through our internal complaints process, you have the right to refer your complaint to AFCA. AFCA is an external dispute resolution scheme responsible for providing fair and independent complaints resolution services, which are free to consumers.
You can lodge your complaint with AFCA by sending the relevant information and documents to:
Australian Financial Complaints Authority Limited (AFCA)
Postal address: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Email: [email protected]
Website: www.afca.org.au
Sarre IBS is a member of the National Insurance Brokers Association (NIBA) and a subscriber to the Insurance Brokers Code of Practice (the Code), which applies to our general insurance broking services. We are bound by the standards of the Code, which is monitored and enforced by the Insurance Brokers Code Compliance Committee.
If you do not feel our services have met the requirements of the Code, you can report the matter to the Insurance Brokers Code Compliance Committee. A copy of the Code is available at niba.com.au/code-of-practice.
If you would like a copy of this Complaints Guide posted to you, please let us know and it will be provided free of charge.
If you have any further questions or concerns about how Sarre IBS handles complaints, please contact Natasha Sutherland or Sarre IBS generally on the contact details listed above. We welcome your feedback.
Senaland Pty Ltd t/as Sarre Insurance Broking Services, ABN 71 150 896 610, AFSL 554587.
Sarre Insurance Broking Services Complaints Guide. Last reviewed 04/09/2026.