Complaints & Dispute Resolution

Our Commitment

At ACSIS Ltd, we are committed to delivering professional, transparent, and fair service to all our members and clients.
If you are dissatisfied with any aspect of our service, we want to know so we can resolve the issue promptly and fairly.

How to Make a Complaint

If you have a complaint or concern, please contact us as soon as possible using one of the following options:

📞 Phone: 1300 475 365
✉️ Email: management@acsis.com.au

Post:
ACSIS Ltd
PO Box 195
Adamstown NSW 2289

Please provide as much detail as possible, including:

Your name and contact details
The nature of your complaint
Any relevant documents or correspondence

Our Complaints Process

Initial Review
Your complaint will be acknowledged within two (2) business days of receipt. We will aim to resolve straightforward matters immediately where possible.
Formal Investigation
If your complaint requires further review, it will be referred to the ACSIS General Manager or a delegated senior staff member. You will receive a written response within ten (10) business days, outlining our findings and any proposed resolution.
External Escalation
If you remain dissatisfied after our internal review, you may request an independent assessment. ACSIS will assist you in referring your complaint to an external dispute resolution service, or where applicable, to the Australian Financial Complaints Authority (AFCA) or the relevant insurer’s dispute resolution team.

Your Rights

You are entitled to:

A fair, objective, and timely review of your complaint
Access to supporting documentation relevant to your concern
Regular updates throughout the process
Written confirmation of the outcome

ACSIS aims to resolve all complaints within thirty (30) calendar days wherever possible.

Continuous Improvement

We value feedback from our members and partners. Every complaint is reviewed to identify opportunities for service improvement, ensuring ACSIS continues to meet the highest standards of professionalism and accountability.