Complaints Handling Policy
Introduction
We are committed to handling all complaints fairly, efficiently, and effectively.
Complaints help us identify areas for improvement, strengthen our service, and reduce the likelihood of the same issues occurring again.
Every customer we interact with is important. Each complaint is taken seriously, and we will do our best to resolve your issue in a timely and fair manner while keeping you informed throughout the process.
Making a Complaint
How to make a complaint
You can lodge a complaint with us by phone, email, in writing, through one of our partners, or via social media. When we speak with you, we will discuss the issue and, where possible, try to resolve it immediately. If we cannot resolve your complaint to your satisfaction at the first point of contact, we will review it further and respond to you with our findings.
If you have any questions about our complaints handling process, please contact our Complaints Team using the details below.
| CONTACT DETAILS | |
|---|---|
| Telephone | 1800 566 573 |
| hello@konkrd.com | |
| In writing | Konkrd Pty Ltd, 7/14 Concord Crescent, Carrum Downs VIC 3201 |
| Website | www.konkrd.com |
Complaint process
When making a complaint, we may ask you for information so we can investigate the issue thoroughly and effectively. This may include your name, contact details, details of the issue, relevant policy information, and any supporting documents. Your complaint may be referred internally to our Internal Dispute Resolution team for review.
If we identify that your complaint relates primarily to a product issued or administered by one of our partners, we may refer you to that partner’s internal dispute resolution process where appropriate. We will explain this to you if that occurs.
We aim to acknowledge complaints within one business day, or as soon as practicable, and provide an outcome within 30 calendar days. If we believe the complaint will take longer than 30 days to resolve, we will let you know and explain the reason for the delay.
External review options
If you are not satisfied with our decision or the way we handled your complaint, you may be able to pursue the matter with an external body. These bodies independently and impartially consider complaints between consumers and participating service providers. In most cases, they will expect that you have first given us the opportunity to address the complaint directly.
| PRODUCT/S | OMBUDSMAN |
|---|---|
| Health Insurance, Overseas Visitors Cover | Commonwealth Ombudsman
Telephone: 1300 362 072 Websites: |
Definitions
| TERM | DEFINITION |
|---|---|
| Complainant | A person or small business. This includes, at a minimum, an individual consumer, guarantor, or representative. A representative may include a financial counsellor, legal representative, family member, friend, or member of parliament. |
| Complaint | 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. |
| Dispute | Defined the same as complaint. |
Updated April 2026