1 Insurance Broking Terms of Reference Effective 1 January 2009 These terms of reference apply to those members of the Financial Ombudsman Service Limited who have been designated as having the Insurance Broking Terms of Reference as the applicable Terms of Reference, whether generally or in relation to a particular dispute. Financial Ombudsman Service Limited ABN Postal Address GPO Box 3 Melbourne Victoria 3001 Phone Fax (03) Website
2 CONTENTS A DEFINITIONS 3 B AN OVERVIEW OF INSURANCE BROKING DIVISION (IBD) 4 C TERMS OF REFERENCE 6 1. WHICH DISPUTES WILL BE RESOLVED BY IBD? 6 2. HOW DOES A CLIENT REFER A DISPUTE TO IBD? 6 3. DISPUTE RESOLUTION PROCEDURE 7 4. SYSTEMIC ISSUES OR SERIOUS MISCONDUCT REPORTING AND MONITORING BY THE CASE MANAGER AND REFEREE LIABILITY OF CASE MANAGER, REFEREE, BOARD AND INSURANCE BROKING DISPUTES GENERAL OBLIGATIONS OF MEMBERS REVIEW AND DEVELOPMENT OF IBD 15
3 A DEFINITIONS In these Terms of Reference: "Act" means the Corporations Act "ASIC" means the Australian Securities and Investments Commission. "Board" means the board of Directors of the Financial Ombudsman Service Limited (FOS). "Client" means: for Retail General Insurance Policies and Small Business General Insurance Policies the individual or business which at the time the relevant conduct in dispute occurred, employed less than 100 people if a manufacturing business, or in any other case, less than 20 people, that is provided with the service in relation to the product. for all other policies the person(s) or entity (ies) that is/are proposed to be or is/are the insured. "CM" means IBD Case Manager. Committee means the Insurance Broking Advisory Board Committee established by the Board. "Excluded Product" means any product which is not a "financial product" as defined in Division 3 of the Act (for example, reinsurance and workers compensation or other insurance underwritten by a State or Territory). FOS means the Financial Ombudsman Service Limited. "IBD" means the Insurance Broking Division of FOS. "Life Insurance Policies" means a contract that constitutes a life policy as defined in the Life Insurance Act 1995 which is not an Excluded Product. "Member" means a person who is a member of FOS to whom these Terms of Reference apply. "NIBA" means National Insurance Broking Association of Australia ACN "Referee" means the persons appointed to act as such under these Terms of Reference in accordance with the FOS Constitution. "Retail General Insurance Policies" means any general insurance policies which: contain insurance cover of the type set out in Regulations to of the Act or such other regulations made pursuant to section 761G(5)((viii) of the Act; and are not an Excluded Product. Even where there are additional types of covers contained in these retail general insurance policies, the whole policy is caught (e.g package type policies).
4 4. Clarification can be sought from IBD, but by way of summary only, the types policies usually caught would be: o a motor vehicle insurance product (excluding any omnibus, tram or vehicle the carrying capacity of which exceeds 2 tonnes); or o a residential home building insurance product (excluding builders warranty insurance that is required by law); or o a residential home contents insurance product; or o a sickness and accident insurance product (excluding ones that are guaranteed renewable at the insured's option or where the insurer guarantees not to cancel the policy in response to a change in risk where the policy has been effected for a period in excess of 1 year); or o a consumer credit insurance product; or o a travel insurance product; or a personal and domestic property insurance product that covers loss or damage to property that is wholly or predominantly used for personal, domestic or household purposes by the insured, the insured's relatives or anyone with whom the insured resides and is ordinarily used for that purpose. "Property" includes valuables, caravan or mobile home or on site mobile home, a trailer, a marine pleasure craft, a horse, a domestic pet or a mobile phone. o packaged policies that contain the above types of insurance within them. Excluded from the above are any policies to which the Marine Insurance Act 1909 applies or any workers compensation or compulsory third party compensation (CTP) insurance policies required by law. "Small Business General Insurance Policies" means any general insurance policies that are not also within the definition of Retail General Insurance Policies and are not an Excluded Product. B AN OVERVIEW OF INSURANCE BROKING DISPUTES (IBD) Objectives IBD is a division of FOS designed to help certain consumers quickly resolve disputes with insurance broker and insurance intermediary members in relation to certain general and life insurance products. FOS has been approved by the Australian Securities and Investments Commission ("ASIC") as an external dispute resolution scheme for the purposes of the Corporations Act 2001 (Cth). It is an independent body and its Board of Directors comprises an independent Chair and equal numbers of directors representing the interests of consumers and members. IBD aims to resolve disputes unresolved by its members' own internal dispute resolution processes. It aims to avoid consumers having to resort to costly litigation and its use is free of charge to consumers. These IBD Terms of Reference set out: the types of disputes that will be considered by IBD; the IBD dispute resolution process; the rights and obligations of consumers, members, IBD and its representatives.
5 5. Summary of IBD dispute resolution process In summary, it is a two step process: Step 1 after the member's own internal dispute resolution procedures have failed to resolve the dispute, the dispute is referred to the IBD Case Manager who attempts to resolve it by conciliation. Step 2 - If the Case Manager fails to resolve the dispute to the satisfaction of the parties, the Case Manager is required to refer the dispute to the Referee for a final determination. This is binding on the member. The Referee may make orders and impose sanctions on the member. The above process is free of charge to consumers. Monitoring and review of IBD IBD will be monitored generally by the FOS Board. Information concerning IBD Consumer enquiries may be directed to the IBD by telephone, facsimile, , mail or in person by appointment. All participating members are required to make information concerning IBD available to affected consumers. They must also provide such information on IBD to a consumer if a dispute is unresolved to their satisfaction by the member s own internal dispute resolution process.
6 6. C IBD TERMS OF REFERENCE 1. WHICH DISPUTES WILL BE RESOLVED BY IBD? 1.1 For a dispute to be resolved by IBD it must: arise from a complaint in relation to the conduct of a member of IBD ("Member") or its representatives, whether before or after the Member joined IBD; and be in relation to: (i) (ii) Retail General Insurance Policies or Life Insurance Policies where the dispute concerned does not involve a claim against the Member of more than AUD$100,000, unless waived in writing by the Member in full or up to a specified amount and the Member's professional indemnity insurer has given its written consent to this; Small Business General Insurance Policies, where the dispute concerned does not involve a claim against the Member of more than AUD$100,000 unless: (A) (B) the Client acknowledges that IBD cannot order the Member to make a payment of money or refund money in excess of AUD$100,000; or the limits are waived in writing by the Member in full or up to a specified amount and the Member's professional indemnity insurer has given its written consent to this; (iii) any other product not covered above which a Member has agreed, by giving notice in writing to IBD to be subject to IBD up to a specified limit, provided the Member s professional indemnity insurer has given its written consent to this; and (d) be brought by the relevant Client for the above product; and have first been referred to the Member s internal dispute resolution process and: (i) the Client has not agreed with the Member s decision or response; or (ii) the dispute is unresolved after a reasonable period of time (usually 20 working days). 2. HOW DOES A CLIENT REFER A DISPUTE TO IBD? 2.1 Any dispute, which has not been satisfactorily resolved by the Member s internal dispute resolution process, must first be referred to the IBD by the Client in writing. 2.2 Consumer enquiries may be directed to IBD by telephone, facsimile, , mail or by appointment. 2.3 IBD is available to discuss the content of a dispute and to help the claimant to reduce the dispute to writing if appropriate.
7 Members are required to make information concerning IBD available to affected consumers and provide them with such information when a dispute is unresolved to the satisfaction of the Client by the Member s internal dispute resolution process. 3. DISPUTE RESOLUTION PROCEDURE STEP 1 - Case Manager Conciliation of dispute by the Case Manager 3.1 The Case Manager will endeavour to resolve disputes by conciliation. 3.2 In conciliating a dispute, the Case Manager is to give fair and just advice and assistance to the parties having regard to what is fair in all the circumstances, good insurance practice, the principles of IBD, as well as observe applicable law, relevant judicial authority and any relevant insurance codes of practice. Discretion of Case Manager to refuse to consider or continue considering a dispute 3.3 The Case Manager has a discretion to refuse to consider or continue considering a dispute, which the Case Manager believes in all the circumstances, is inappropriate for IBD. For example where (d) (e) (f) (g) (h) the Case Manager does not believe that the dispute is one covered by the IBD Terms of Reference; the substance of the dispute is, or has already been, the subject of consideration by the Case Manager, Referee, a statutory body, or other complaint or dispute resolution process, or adjudication by a court, tribunal or other legal process; insufficient information has been provided by the Client to allow the Case Manager to properly consider the dispute; there are reasonable grounds to believe that the circumstances of the dispute may involve fraud; the Client has or will not suffer any economic loss as a result of the dispute; the dispute raises substantial issues of fact which would not be appropriate for the Case Manager to determine; the dispute raises significant issues of law or public policy which the Case Manager believes should be dealt with by legal process; the dispute is frivolous or vexatious. 3.4 Where the Case Manager exercises the discretion referred to above, the Case Manager is required to provide written reasons for his/her decision to the Client and where appropriate, any steps, which the Client must take before the Case Manager will consider or continue to consider the dispute. Right of appeal against exercise of discretion by Case Manager
8 If the Client informs the Case Manager that they do not agree with the Case Manager s decision, the Case Manager must provide to the Referee: (d) written reasons for the decision; such information and documents which the Case Manager considers will be relevant in assisting the Referee to decide whether the decision was appropriate or not; any submission that the Client makes about why they consider the matter to be within the Terms of Reference and in response to the Case Manager s view that access to IBD be denied; and such other information and documents, which the Referee shall require. 3.6 If the Referee decides that the decision was not appropriate, the Case Manager must continue to consider the dispute subject to the Client complying with any steps, which the Referee may require them to take. If the Referee decides that the decision was appropriate, the Case Manager need not consider the dispute, subject to the Client complying with any steps, which the Case Manager may have required them to take. Request for information by Case Manager 3.7 For the purpose of determining whether to consider, or continue considering any dispute, the Case Manager may request from the Member, the Client, or any third party, including another Member or an insurer, documents or other information relevant to the dispute. Any Member or Client must provide all such documents or information promptly. 3.8 Provision of any confidential documents or information of the Member s principal relevant to a dispute is subject to the Member receiving the consent of its principal to provide such documents or information. 3.9 Any documents identified as privileged or confidential will retain their privileged or confidential status and will not be provided to another person without prior written consent or except as required by law. A document identified as subject to a claim for privilege will not be copied or reproduced in whole or in part by the Case Manager Privileged or confidential information will not be relied upon in any decision of the Case Manager unless made available to all parties to the dispute Nothing revealed, offered or provided in relation to a matter before the Case Manager by the Member or the Client may be used by the other party in subsequent proceedings or adjudication by a court, tribunal or other legal or complaint or dispute resolution process without the consent of the relevant party The Case Manager will notify the Member and the Client as soon as is reasonably possible if any document supplied by them to the Case Manager is subpoenaed by any person or entity, or is otherwise required to be produced to any person or entity. Time for conciliation of dispute 3.13 Conciliation of a dispute must be completed by the Case Manager within such time as the Case Manager decides is reasonable in the circumstances.
9 9. Failure of Case Manager to resolve dispute - automatic referral of dispute to Referee by Case Manager 3.14 If a dispute is not resolved to the satisfaction of the Client or the Member, the Case Manager will refer the dispute to the Referee within 20 working days. The Case Manager does not have the power to make any decisions, which bind the Member or the Client. In referring a dispute to the Referee the Case Manager will provide the Referee with: such information and documents which the Case Manager considers will assist the Referee in making a determination; and such other information and documents, which the Referee shall require. STEP 2 - Referee Determination of dispute by Referee 3.15 The Referee will determine any dispute referred to them by the Case Manager in accordance with the following paragraphs In determining a dispute, the Referee is to give fair and just advice and assistance to the parties having regard to what is fair in all the circumstances, good insurance practice, the principles of IBD, as well as observe the applicable law, relevant judicial authority and any relevant insurance codes and practice Both the Member and Client will have a right to present their case to the Referee. The form in which it is to be presented is at the discretion of the Referee. Discretion of Referee to refuse to consider or continue considering a dispute 3.18 The Referee also has a discretion to refuse to consider or continue considering a dispute, which the Referee believes in all the circumstances, is inappropriate for IBD. For example where: (d) (e) (f) the Referee does not believe that the dispute is one covered by the IBD Terms of Reference; the substance of the dispute is currently the subject of consideration by the Case Manager and has not been referred to the Referee by the Case Manager in accordance with these Terms of Reference; the substance of the dispute is, or has already been, the subject of consideration by the Referee, a statutory body, or other complaint or dispute resolution process, or adjudication by a court, tribunal or other legal process; insufficient information has been provided by the Client to allow the Referee to properly consider the dispute; there are reasonable grounds to believe that the circumstances of the dispute may involve fraud; the Client will not suffer any economic loss as a result of the dispute;
10 10. (g) (h) (i) the dispute raises substantial issues of fact which would not be appropriate for the Referee to determine; the dispute raises significant issues of law or public policy which the Referee believes should be dealt with by a legal process; the dispute is frivolous or vexatious Where the Referee refuses to consider or continue considering a dispute, the Referee will inform the Client in writing of the reason for the Referee s decision and where appropriate, any steps which the Client must take before the Referee will consider or continue to consider the dispute. The Client has no right to appeal the Referee s decision. Request for information by Referee 3.20 For the purpose of determining whether to consider, or continue considering any dispute, the Referee may request from the Member, the Client, or any third party, including another Member or an insurer, documents or other information relevant to the dispute. Any Member or Client must provide all such documents or information promptly Provision of any confidential documents or information of the Member s principal relevant to a dispute is subject to the Member receiving the consent of its principal to provide such documents or information Any documents identified as privileged or confidential will retain their privileged or confidential status and will not be provided to any person without prior written consent except as required by law. A document identified as subject to a claim for privilege will not be copied or reproduced in whole or in part by the Referee Privileged or confidential information will not be relied upon in any decision/determination issued by the Referee unless made available to all parties to the dispute Nothing revealed, offered or provided in relation to a matter before the Referee by the Member or the Client may be used by the other party in subsequent proceedings or adjudication by a court, tribunal or other legal or complaint or dispute resolution process without the consent of the relevant party The Referee will notify the Member and the Client as soon as is reasonably possible if any document supplied by them to the Referee is subpoenaed by any person or entity, or is otherwise required to be produced to any person or entity. Form of proceedings for determination of dispute by the Referee 3.26 Any proceedings will be at the absolute discretion of the Referee, it being intended that the Referee will have regard at all times to procedural fairness in acting informally with a minimum of legal form and technicality In particular, the Referee will have absolute discretion in determining: the time and place of meetings between the relevant parties involved; all evidentiary issues including any enquiries or investigations which the Referee may wish to undertake or expert advice or assistance which they may require. If
11 11. expert advice is required, the expert s fees must be approved as being reasonable by IBD having regard to the nature of the dispute; whether the proceedings should be terminated prematurely for any reason The use of lawyers to represent parties will be discouraged but Clients or other persons with language or other difficulties may be assisted by a third party Personal hearings will be held only if the Referee believes it is important for a fair and timely resolution of the dispute In the case of a personal hearing, each party will normally be required to pay its costs incurred in attending, except where the Referee requests the Client s attendance, in which case, IBD will meet the Client s reasonable costs of attendance, but limited to travel, accommodation and sustenance. Time for determination, orders, sanctions 3.31 The Referee will determine a dispute referred to them and make such orders and impose such sanctions as are appropriate, within a reasonable period of time. In most instances, it should be reasonable for a determination and orders to be made, and sanctions imposed, within 20 working days of the Referee having received all relevant information Determinations and orders made, and sanctions imposed, by the Referee will be given in writing along with reasons The Referee will inform the Client and Member of any determination and orders made and sanctions imposed as soon as possible Any determination, which the Referee believes to be of importance, having regard to the principles of IBD shall be made available and appropriately publicised. Powers of the Referee - orders/sanctions 3.35 The Referee has the power in respect of a dispute to: (d) (e) (f) order the Member to perform a specific service or implement rectification procedures not covered by order the Member to make a payment of money or refund money. This order may not be for more than AUD$100, unless the limit has been waived by the Member in full or up to a specified amount and the Member's professional indemnity insurer has given its written consent to this; order the Member to undertake through an independent and appropriately qualified person an audit of its compliance procedures; order the Member to publish corrective advertising; order the Member to undertake, or require its employees or agents to undertake, professional education of a specific type; impose a timetable for compliance with the above orders by the Member;
12 12. (g) (h) (i) (j) name the Member in the annual report of the Referee; provide to ASIC information and reports regarding the dispute and any determination and orders made or sanction imposed and the reasons for such determination, orders or sanctions; recommend to ASIC that a Member s registration, licence or authority be cancelled or suspended; cancel the Member's membership of IBD after obtaining the authority of the Board to do so and first informing ASIC. Members bound by Referee s determination, orders and sanctions 3.36 A Member is bound to accept any determinations of and comply with any orders made and sanctions imposed by the Referee. Failure to comply with orders or sanctions 3.37 Where a Member fails to accept a determination of, or comply with, orders made or sanctions imposed by the Referee, the Referee may make such other of the orders or impose further sanctions, as specified in paragraph 3.35 as are appropriate Before making or imposing such further orders or sanctions, the Referee will notify the Member in writing of its intention to do so. The Member will have the opportunity to make written representations to the Referee in respect of its non-compliance with the orders and sanctions and the Referee will not proceed to make or impose any further orders or sanctions before the expiry of 30 working days from the date the above notice being sent to the Member FOS may take any necessary action (including legal action) to enforce a determination or order made. This may include seeking specific performance of the Member's agreement to abide by these Terms of Reference. Acceptance by Client of Referee s determination, orders and sanctions 3.40 Whilst it is expected that a Client will accept the determination of and abide by any orders made and sanctions imposed by the Referee in relation to a dispute, non-acceptance will not prejudice the Client 's right to legal action A Client has 20 working days in which to accept the Referee s determination, orders made and sanctions imposed, in relation to a dispute. Acceptance will be a form satisfactory to the Referee. No right of appeal 3.42 There is no right of appeal under IBD in respect of a determination or orders made, or sanctions imposed, by the Referee. Review by Referee of Case Manager s decision to refuse to consider or continue considering a dispute which the Case Manager believes is inappropriate for IBD 3.43 Where the Case Manager has decided to refuse to consider or continue considering a dispute which the Case Manager believes is inappropriate for IBD, the Referee will decide,
13 13. based on information provided by the Case Manager in accordance with these Terms of Reference and any submission that the Client makes about why they consider the matter to be within the Terms of Reference and in response to the Case Manager s view that access to IBD be denied, whether the decision was appropriate or not If the Referee decides that the decision was not appropriate, the Referee will refer the dispute back to the Case Manager for conciliation along with written reasons for the Referee s decision and where appropriate, listing any steps which the Referee may require the Client to take If the Referee decides that the decision was appropriate, the Referee will inform the Client in writing of the reason for the Referee s decision. The Client has no right of appeal in respect of the Referee s decision. 4. SYSTEMIC ISSUES OR SERIOUS MISCONDUCT Referral of systemic issues or serious misconduct to Referee 4.1 All likely systemic issues or serious misconduct will be referred to the Referee by the Case Manager for a decision as to whether the matter is a systemic issue or serious misconduct. 4.2 After the Referee confirms that the matter is a systemic issue or serious misconduct, the Referee (or the Case Manager if appointed by the Referee to do so), will counsel the Member in an effort to have the matter rectified and avoid future recurrences. Rectified systemic breach or serious misconduct 4.3 If a systemic breach or serious misconduct is rectified, and in the view of the Referee it is unlikely to recur, then the Referee will include the matter in their general report to the Committee. 4.4 Once the Committee has reviewed the general report, a copy will be sent to ASIC on a quarterly basis. Such a report will not identify the Member, but will include the numbers of each type of systemic issue and serious breaches that have been found, investigated and rectified. Failure to rectify systemic breach or serious misconduct and avoid breach recurring 4.5 If the Member does not rectify the systemic issue or serious breach and in the view of the Referee it is likely to recur, the Referee will follow the following procedure: The Referee must notify the Member that the Referee believes that they should be identified and referred to the Board for consideration, and if considered appropriate, identified and referred to ASIC. The Referee must allow 30 business days for a response from the Member as to why the matter should not proceed, prior to referring the matter to the Board. If within the 30 day period the Member rectifies the matter or satisfies the Referee it is unlikely to recur, then the procedure outlined in "Rectified systemic breach or serious misconduct" above applies and this procedure ceases.
14 14. (d) If within the 30 day period the Member fails to rectify the matter or satisfy the Referee it is unlikely to recur (including where it fails to respond), the Referee will prepare a report to the Committee containing: (i) (ii) (iii) (iv) (v) the identity of the Member; the details of the systemic issue or serious misconduct involved; the action taken by the Referee; the response by the Member; and a recommendation to the Committee that the Member be reported and identified to ASIC. 4.6 The Committee will then in a timely manner review the Referee's decision and based on the information, decide what action to take in the particular circumstances, including providing the report to ASIC. 5. REPORTING AND MONITORING Reporting 5.1 IBD will provide such reports to the Board and the Committee as the Board or Committee may require from time to time.
15 15. Monitoring 5.2 IBD will arrange for the development of a monitoring system to ensure the information to be reported on above can be provided. 6. LIABILITY OF CASE MANAGER, REFEREE, COMMITTEE, BOARD AND FINANCIAL OMBUDSMAN SERVICE LIMITED 6.1 The Case Manager, Referees, Board and Financial Ombudsman Service Limited and its representatives, will not be liable to a Client or Member, or any other entity or person, for any loss or damage (including legal costs) arising directly or indirectly from performing their duties, except if done in bad faith. 7. GENERAL OBLIGATIONS OF MEMBERS 7.1 A Member who subscribes to IBD will: make available to Clients information on IBD; co-operate with the Case Manager and the Referee in the investigation of a dispute involving the Member or any other Member or their representatives; and have a fully documented internal process for handling disputes with Clients covered by IBD in accordance with the Corporations Act 2001 (Cth) and ASIC Regulatory Guide REVIEW AND DEVELOPMENT OF IBD Resolving complaints about the service of IBD 8.1 The Case Manager, Referee and members of the Committee shall deal with any complaints about the service of IBD, from Clients and Members, in accordance with the attached IBD Guidelines on "Resolving Complaints about our Service" as amended from time to time with the approval of the Committee.
THE GENERAL INSURANCE BROKERS CODE OF PRACTICE CONTENTS 1 Introduction Outline of the Code...3 Objectives of the Code...3 Principles of the Code...3 Monitoring of the Code...3 Review and development of
INSURANCE BROKERS CODE OF PRACTICE INSURANCE BROKERS CODE OF PRACTICE OVERVIEW 4-5 IMPORTANT BACKGROUND INFORMATION What does the Code do for you? (Code Objectives) How to navigate the Code How up to date
INSURANCE BROKERS CODE OF PRACTICE BUILDING PROFESSIONAL COMPETENCE AND CONSUMER CONFIDENCE The insurance broking profession is about helping you to navigate the unavoidable complexities of insurance products
FOREWORD This version of the General Insurance Code of Practice took effect on 1 July 2014. The Board of the Insurance Council of Australia is pleased to support this significant revision of the General
Banking & Finance Terms of Reference These Terms of Reference apply to those members of the Financial Ombudsman Service Limited who have been designated as having the Banking & Finance Terms of Reference
Building Indemnity Insurance - South Australia Policy Wording CBW BII SA 1213 Effective Date 01 December 2013 Welcome to the financial security provided by Calliden Building Indemnity Insurance - South
General Insurance Terms of Reference These Terms of Reference apply to those members of the Financial Ombudsman Service Limited who have been designated as having the General Insurance Terms of Reference
Australian Institute of Professional Photography Please Return the Completed Application to: Marsh Pty Ltd Consumer Professional Photographers Insurance GPO Box 1229, Melbourne Vic 3001 Telephone: 1300
PRIVATE HEALTH INSURANCE INTERMEDIARIES PRACTICE CODES JUNE 2015 VERSION 2 CONTENTS PART A - Pages 3-4 INTRODUCTION 1. ACCEPTANCE OF CODES 2. CODE COMPLIANCE 2.1 CODE COMPLIANCE COMMITTEE 3. REVIEW AND
Home Indemnity Insurance - Western Australia Policy Wording CBW HII WA 1213 Effective Date 01 December 2013 Welcome to the financial security provided by Calliden Home Indemnity Insurance - Western Australia
Term Deposits Dated 25 May 2015 General Information and Terms and Conditions You should read this brochure before making an investment. You can contact us: by telephone on 13 2221, 24 hours a day, 7 days
LEGAL SCHEME REGULATIONS These Regulations came into force on 1 July 2014. 1 Introduction 1.1 These Regulations govern the Union s legal Scheme. The Rules of the Union set out your other rights and entitlements.
Marsh Pty Ltd ABN 86004651512 PO Box H176 AUSTRALIA SQUARE NSW 1215 PROFESSIONAL INDEMNITY INSURANCE MEDIATORS DECLARATION PEACEWISE MASTER POLICY Professional Indemnity Declaration for Mediators who have
International Construction Warranties Limited Terms & Conditions Version UK1 Rules of Registration Version 5 All Companies applying for or taking out a Warranty on a New Development with ICW shall comply
CODE GOVERNANCE COMMITTEE CHARTER 1 Functions and responsibilities of the Code Governance Committee 1.1 Consistent with the Code and the Constitution, the Code Governance Committee shall be responsible
POLICY WORDING HOME INDEMNITY INSURANCE - WESTERN AUSTRALIA GLA RBUA HII WA 1115 Effective Date 01 November 2015 Welcome to the financial security provided by RBUA Home Indemnity Insurance - Western Australia
Terms of Reference 1 January 2010 (as amended 1 July 2010) FOS Terms of Reference - 1 January 2010 (as amended 1 July 2010) Page 1 of 29 Section A: Preliminary Matters 1. Introduction 1.1 Purpose of the
Our global technology. Your advantage. Telegraphic Transfers Product Disclosure Statement Issued 2 June 2008 ONLINE SECURE SIMPLE FX INTERNATIONAL PAYMENTS Contents Product Disclosure Statement Telegraphic
DODO POWER & GAS INFINITE REWARDS Terms and Conditions 1. Terms and Conditions 1.1. These terms and conditions apply between Infinite Rewards Pty Ltd and those individuals who sign up to the Infinite Rewards
ANNEX E MCL Vehicle Warranty Products final code Introduction The Motor Industry Code of Practice for Vehicle Warranty Products ( the Code ) confirms promises made by subscribing warranty administrators
NATIONAL INSURANCE BROKERS ASSOCIATION OF AUSTRALIA (NIBA) SUBMISSION ON FINANCIAL OMBUDSMAN SERVICE LIMITED (FOS) PROPOSED CHANGES TO THE TERMS OF REFERENCE (TOR) ABOUT NIBA NIBA is the voice of the insurance
Professional Indemnity Insurance (PII) Policy 2015/16 Lawcover Insurance Pty Limited ABN 15 095 082 509 Level 13, 383 Kent Street Sydney NSW 2000 DX 13013 Sydney Market Street Telephone: 1800 650 748 (02)
Professional Indemnity Insurance Proposal Form for Actuaries (short form) Marsh Pty Ltd ABN 86 004 651 512 Darling Park Tower 3 201 Sussex Street SYDNEY NSW 2000 PO Box H176 AUSTRALIA SQUARE NSW 1215 Telephone
MOTOR FINANCE GAP PROTECTION POLICY Product Disclosure Statement and Policy Wording Version No. 2.0 Effective Date: 3 November 2011 Issued by Chubb Insurance Company of Australia ABN 69 003 710 647, ASFL
THE GENERAL INSURANCE OMBUDSERVICE Terms of Reference for Dispute Resolution The General Insurance OmbudService (GIO) is an independent not-for-profit corporation, created in 2002, with the sole purpose
bankwest.com.au CMC Markets Cash Account The CMC Markets Cash Account (Cash Account) is a deposit product of Bankwest, a division of Commonwealth Bank of Australia ABN 48 123 123 124 AFSL/Australian credit
Page 1 bankwest.com.au Bankwest Qantas Rewards Program for the Bankwest Qantas Transaction Account Terms and Conditions 30 November 2015 This booklet covers the terms and conditions that apply to the Bankwest
PRIVATE HEALTH INSURANCE INTERMEDIARIES CODE OF CONDUCT JUNE 2015 VERSION 2 CONTENTS PART A - Page 4 GENERAL 1. INTRODUCTION 2. OUR COMMITMENT UNDER THE CODE 3. PRIVATE HEALTH INSURANCE ENVIRONMENT PART
Customer Responsiveness Strategy Dated 23 June 2006. Telstra Corporation Limited (ABN 33 051 775 556) ( Telstra ) Disclaimer This Customer Responsiveness Strategy is being published in furtherance of Telstra
CREDIT REPAIR AUSTRALIA Pty Ltd ( CRA ) A.C.N 103 959 502 CODE OF CONDUCT IN RELATION TO CREDIT RESTORATION SERVICES 1. SHORT TITLE 1. Short title. 2. Background & Purposes. 3. Definitions. 4. Prohibited
1. BROKER INFORMATION TERMS OF BUSINESS AGREEMENT - INSURANCE BROKING Stephenson s (2000) Ltd T/As Cooke & Mason, Manor House 3 Low Moor Road Lincoln LN6 3JY is an independent Chartered Insurance Broker.
WILLIS AUSTRALIA LIMITED FINANCIAL SERVICES GUIDE (Incorporating the Client Engagement Guide) ABN 90 000 321 237 AFS Licence No: 240600 Date of issue: 25 January 2006 www.willis.com.au Table of Contents
I loved reading the terms & conditions! said no one, ever term deposit terms + conditions index. Part a - general terms and conditions. 2 1 Purpose of this booklet. 2 2 Meaning of words used. 2 3 Opening
OANDA Australia Pty Ltd Australian Financial Services Licence No. 412981 ACN 152 088 349 FINANCIAL SERVICES GUIDE (FSG) PURPOSE AND CONTENT OF THIS FSG The financial services referred to in this Financial
ANZ Commercial Card TERMS AND CONDITIONS 11.2015 ANZ Corporate Card ANZ Visa Purchasing Card ANZ Business One Containing Terms and Conditions for: Facility Terms and Conditions Electronic Banking Conditions
CERM2513.46 NEGOTIATING FRAMEWORK NEGOTIATED DISTRIBUTION SERVICES 1 July 2015 Contents 1. National Electricity Rules... 3 2. Negotiated Distribution Services... 3 3. Application of this Negotiating Framework...
Lumley Insurance > Private Motor > PDS Personal Lines Private Motor Lumley Insurance > Private Motor > PDS Insurance issued by WFI Insurance Limited trading as Lumley Insurance ABN 24 000 036 279 Preparation
PRIVACY AND CREDIT REPORTING POLICY 12 March 2014 CONTENTS What is personal information?...3 Information we may collect, use and disclose about you...4 Collection of sensitive information...6 How personal
Updated on 6.8.2012 APPENDIX A GENERAL INSURANCE ASSOCIATION OF SINGAPORE The Singapore General Insurance Code of Practice Revised Copy (6 Aug 2012) Contents 1 Our commitments 2 Marketing 2.1 Advertising
2014 General Insurance Code of Practice Preliminary transition tips a guide for Code Participants. FOS Code Compliance and Monitoring Team April 2014 Page 1 of 14 Contents 1 Why you should read this guide
Masterpiece Signature Personal Insurance Supplementary Product Disclosure Statement Issued 11 May 2015 This is a Supplementary Product Disclosure Statement (SPDS) which provides information about important
COMMBANK CREDIT CARD CONDITIONS OF USE. How you can use your account. For all CommBank Personal Credit Cards and Business Credit Cards. 1 January 2015 CONTENTS Conditions of Use 1 Your contract with us
Home Warranty Insurance - Western Australia Insurance Policy CBHWA WA 1208 Effective Date 01 December 2008 Important Information Duty of Disclosure This Policy is subject to the Insurance Contracts Act
OPERATIVE PROVISIONS 1. THE SERVICE 1.1 This Service Schedule is for the supply of fixed line telephony services 1.2 This Service Schedule will apply to the first and any subsequent Service Orders executed
Personal Loans Terms and Conditions 30 April 2015 making banking easier Important Notice This booklet contains the usual Terms and Conditions for all our personal loans. The Contract for the Loan is made
1 P age FINANCIAL SERVICES GUIDE (FSG) 19 th January 2016 / Version 23 David Ling Pty Ltd T/As David Ling General Insurance Services ABN 37 076 473 231 ASIC Authorised Representative No: 248766 Level 1
HOUSTON LAWYER REFERRAL SERVICE, INC. RULES OF MEMBERSHIP The Houston Lawyer Referral Service, Inc. (HLRS) is a non-profit corporation sponsored by the Houston Bar Association, Houston Young Lawyers Association,
Your Product Disclosure Statement and Insurance Policy In arranging this insurance Defence Bank Limited ABN 57 087 651 385 AFSL /Australian Credit Licence 234582 is acting pursuant to an agreement with
Handling your complaints and feedback Introduction At HSBC Bank Australia Limited we are committed to the delivery of excellence through the highest customer service standards. Whether you are providing
RECRUITMENT & CONSULTING SERVICES ASSOCIATION LIMITED AUSTRALIA & NEW ZEALAND Disciplinary & Dispute Resolution Procedures RCSA, PO Box 18028, Collins Street East, Victoria 8003 Australia T: +61 3 9663
American Express Business Credit Card Cardmember Agreement Effective June 2010 Postal Address American Express Australia Limited Cardmember Services GPO Box 1582 Sydney NSW 2001 Lost or Stolen Cards in
The combined Financial Services Guide of HiFX Limited and HiFX Australia Pty Ltd A Guide To Our Relationship With You And Others This Financial Services Guide (FSG) is issued by: HiFX Limited (HiFX) ARBN
Professional Indemnity Insurance BDA Proposal September 2012 Please return this completed proposal to: Kathleen Sutherland Unit 10, Building I1, 22 Powers Road Seven Hills NSW 2147 Tel 02 8824 1600 Fax
Mozo Pty Ltd ( Mozo ) Financial Services and Credit Guide Australian Financial Services and Credit Licence No: 328141 Date prepared: 19 May 2015 What is the purpose of this Financial Services Guide? This
Important Trading and Legal Information Trading Details: R J P MARINE INSURANCE SERVICES R J P Marine Insurance Services is a Trading Name of Johnstone Insurance Brokers Ltd. (Company Registration number
Eligibility Application Form RBUA Builder Warranty Insurance (South Australia and Western Australia) IMPORTANT NOTICES About Great Lakes Australia Great Lakes Reinsurance (UK) SE (ARBN 127 740 532, ABN
A guide to our financial services and terms and conditions of using Westpac Online Financial Services Guide Dated 27 January 2013 BT Funds Management Limited ABN 63 002 916 458 Australian Financial Services
ANZ MONEY MARKET DEPOSIT TERMS AND CONDITIONS March 2014 Contents PART A: INTRODUCTION 1. Deposit Products An Overview p.3 2. References to ANZ and You p.6 3. Application of Terms and Conditions p.6 4.
e-banking Telegraphic Transfer Terms & Conditions. 1 December 2015 Bendigo and Adelaide Bank Limited The Bendigo Centre Bendigo VIC 3550 Telephone 03 5485 7911 ABN 11 068 049 178. AFSL/Australian Credit
Financial Services Guide This guide is designed to assist you in deciding whether to use the services offered by us. It contains important information about: the services we can offer you how we and our
Electricity Contract Standard Retail Contract between Aurora Energy and you www.auroraenergy.com.au 1 Contents Introduction... 3 Your electricity contract with Aurora Energy... 3 Privacy Collection Statement...3
Professional Indemnity Insurance AILA Proposal September 2013 Please return this completed proposal to: Lynn Wainstein Lauren Malkin Tel (03) 9613 1442 Tel (03) 9613 1423 Email Lynn.Wainstein@jlta.com.au
South Australian Registered Conveyancers Professional Indemnity Master Contract of Insurance South Australian Registered Conveyancers Professional Indemnity Master Contract of Insurance An important note
Tranznet Association Inc Arranges the insurance IMPORTANT INFORMATION Professional Trainers, Licensing Assessment and Consultancy Services Professional Indemnity and Public Liability Insurance Proposal
Financial Services Guide (FSG) 01 Sept 2014 ACN 167 260 504 1 P age 1 is an Australia registered company. The trading name is ACY FX. Our details are set out below. We, us, our or ACY in this Financial
MTA Insurance Limited Marine Equity Insurance Product Disclosure Statement This document must be read in conjunction with the Application/Certificate of Insurance for MTA Marine Equity Insurance. Together
Credit Cards 1 Conditions of Use Privacy Statement and Consent to Use Your Information 25 May 2015 making banking easier About these Conditions of Use Your Card Contract comprises: (1) these Conditions
PUBLIC ENTITY RISK MANAGEMENT AUTHORITY MEMORANDUM OF WORKERS COMPENSATION AND EMPLOYERS LIABILITY COVERAGE FOR THE PERIOD JULY 1, 2015 TO JUNE 30, 2016 EFFECTIVE: JULY 1, 2015 PUBLIC ENTITY RISK MANAGEMENT
NAB Commercial Cards Liability Insurance Policy Information Booklet Preparation date: 13 May 2014 Effective date: 1 June 2014 QM5030 0614 Contents Important Information 2 Details of the Insurance 3 Sanctions
Business Customers Company/Business Name: A.B.N: Business Address: State: Postcode: Postal Address: State: Postcode: Business Phone Number: Business Fax Number: Individual Customers (Authorised Contact
. Motor Vehicle Insurance and Repair Industry Code of Conduct Revised March 2011 MOTOR VEHICLE INSURANCE AND REPAIR INDUSTRY CODE OF CONDUCT 1 TABLE OF CONTENTS PREAMBLE... 3 1. PRINCIPLES OF THE CODE...
FINANCIAL SERVICES GUIDE W0355AU (2014) WWW.WILLIS.COM.AU Willis Australia Limited ABN 90 000 321 237 AFS Licence No 240600 Date of Issue: 1 August 2014 Introduction This Financial Services Guide (FSG)
Your consent to our cookies if you continue to use this website.