Complaints & Disputes Policy

Cohabit Technology Group

At Cohabit, our clients are at the centre of everything we do. We are committed to delivering high-quality insurance broking, risk advisory, data and reporting services.

If we fall short of your expectations, we want to know. Effective complaints handling is an important part of our commitment to accountability, transparency and continuous improvement.

Cohabit adheres to the Insurance Brokers Code of Practice and is a member of the Australian Financial Complaints Authority (AFCA). Complaints are managed in accordance with our Internal Dispute Resolution (IDR) procedures and applicable regulatory requirements.

1. What This Policy Covers

This policy applies to complaints relating to:

  • Insurance broking services and advice
  • Risk advisory services
  • Data, analytics and reporting services
  • Claims advocacy and insurer engagement
  • Administrative or service-related matters
  • Staff conduct

A complaint is any expression of dissatisfaction made to us about our products, services, staff or handling of a complaint, where a response or resolution is explicitly or implicitly expected.

2. How to Raise a Complaint

If you have a concern about any aspect of our service, we encourage you to contact your dedicated Cohabit Advisor in the first instance.

Alternatively, you may contact our Complaints Officer:

Email: compliance@cohabit.com.au
Address: Suite 9.01, 32 York Street Sydney NSW 2000

We will acknowledge receipt of your complaint as soon as practicable and commence a review promptly.

3. Our Internal Dispute Resolution (IDR) Process

Cohabit maintains an Internal Dispute Resolution (IDR) process in accordance with ASIC Regulatory Guide 271.

We will:

  • Acknowledge your complaint promptly
  • Assess the complaint objectively and fairly
  • Consider all relevant information
  • Keep you informed of progress
  • Provide a written response outlining the outcome and reasons for our decision

We aim to resolve complaints as quickly as possible. If we are unable to provide a final response within 30 calendar days, we will inform you of the reasons for the delay and advise when you can expect an outcome.

Where complaints involve complex advisory matters, data analysis, third-party information or insurer engagement, additional time may be required. In these cases, we will keep you appropriately informed.

4. Data & Reporting Services

Where a complaint relates to data, analytics or reporting services, our review will consider:

  • The agreed scope of services
  • Information provided to us by you or third parties
  • Data sources relied upon
  • Methodologies, assumptions and limitations disclosed

We are committed to transparency in how our reporting and insights are developed and will work constructively with you to address any concerns.

5. Insurer & Product-Related Complaints

If your complaint relates to an insurer's product terms, underwriting decision or claims outcome, we will:

  • Assist you in engaging with the insurer
  • Advocate on your behalf where appropriate
  • Facilitate communication to support a fair and timely resolution

Where responsibility rests with the insurer, we will guide you through the appropriate escalation pathways.

6. Confidentiality & Privacy

All complaints are handled confidentially and in accordance with our Privacy Policy.

Any personal or sensitive information provided in connection with a complaint will be used solely for the purpose of investigating and resolving the matter, unless otherwise required by law.

7. External Dispute Resolution – AFCA

If you are not satisfied with the outcome of our Internal Dispute Resolution process, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair, independent and free dispute resolution services to eligible clients.

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001

8. Continuous Improvement

We view complaints as valuable feedback. Insights from complaints are used to strengthen our systems, improve our service delivery and enhance client outcomes.

Delivering superior risk advisory, data insight and advocacy outcomes is central to our offering — and accountability is fundamental to that commitment.

Cohabit Technology Group Pty Ltd
ABN 93 688 293 736 | CAR No 001319809
Email: compliance@cohabit.com.au
Address: Suite 9.01, 32 York Street Sydney NSW 2000