Compliance Policy

Pollard Insurance Brokers are committed to providing a complaints handling process for those making and receiving complaints and ensure that we have best practices for handling complaints. At Pollard’s we believe that for effective complaints handling, there needs to be commitment at all levels within our company.

From the Director – Rob Le Brasse, downwards through to the Office & Compliance Manager, Sales staff, Sub Agents and Processing Staff, it is promoted throughout our company.

We give our customers a commitment to responding positively to complaints. Our commitment covers both internal and external complaints that allows staff and consumers to contribute to the improvement of our products. We understand it is an essential prerequisite for the development of a company culture that acknowledges the consumers right to complain and which actively solicits consumer feedback. This commitment is reflected in the documented policies and procedures for the resolution of complaints. 

Our management team is committed to training our staff to ensure staff fully understand the Insurance Brokers Dispute Limited process. We have ensured that there are a sufficient number of staff trained to handle complaints.We have created reporting processes that will be reported to management to ensure that complaints are addressed in a timely and effective manner.

The complaints system is a comprehensive and it aims to ;

  • Increase the level of consumer satisfaction with the delivery of products and services and enhance the consumer/provider relationship.
  • Recognise, promote and protect consumers rights, including the right to comment and complain.
  • Provide an efficient, fair and accessible mechanism for resolving consumer complaints.
  • Provide information to consumers on the complaints handling process for the services and products of the organisation.
  • Monitor complaints in an endeavour to improve the quality of products and services.

The overriding aim of our Complaints handling process is to turn dissatisfied consumers into satisfied consumers. We achieve this by speedy and effective remedies during the first point of contact.


The process of submitting complaints is not limited to one form of communication. Customer’s can log a complaint in the following manner ;
  • Orally
  • In Writing
  • In Person
  • Appoint someone on behalf of them to log the complaint

We are committed to a fair and transparent resolution of all disputes. We subscribe to the Insurance Broker's Code of Practice. We have a detailed Internal Dispute Resolution process.

We also subscribe to an external dispute resolution service, Insurance Brokers Disputes Limited, available to all our clients without cost, if any dispute is not resolved to their satisfaction.

Should you wish to lodge a complaint, you have the option of contacting our office in several ways ;
By Post
Ms Karen Furlonger
Compliance & Complaints Manager
PO Box 261
Frankston, VIC 3199
By Telephone
(03) 9783 6255
By Email
karenf@pollardinsurance.com .au

If your complaint cannot be resolved to your satisfaction within 20 business days, you have the right to refer the matter to Insurance Brokers Disputes Limited (IBD). They may be contacted:
By post:
Insurance Brokers Disputes Limited
Level 5, 31 Queen Street
Melbourne VIC 3000
By telephone:
Toll Free: 1300 780 808 or 03 9613 7366
By email:
info@ibdltd.com.au
Or by Complaint Form :
A complaint form is also available at the Insurance Brokers Disputes Limited website

If you require further information about any of these procedures please contact our office