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Complaints Handling Procedure

Lawcover’s Complaints Handling

Our policy is to handle complaints fairly and expeditiously.

Lawcover defines a complaint as: a grievance, criticism or objection submitted in writing that requests a response from Lawcover that should be or is requested to be in writing.

If you are unhappy with a Lawcover decision or some other aspect of Lawcover’s operations and you are unable to resolve your concerns through discussions with the relevant Lawcover staff member, you can make a complaint.

How to make a complaint

We request that the complaint is put in writing and forwarded to:

The Complaints Officer
Level 13, 383 Kent Street
DX 13013 Sydney Market Street
Telephone: (02) 9264 8855
Fax: (02) 9264 8844


You should include the following information in your written complaint to Lawcover:

  • Your full name, address and other relevant contact details
  • If the complaint is against a Lawcover staff member, the name of that staff member
  • Details of the complaint; and
  • Your desired outcome.

Complaint process

  1. Lawcover’s Complaints Officer will acknowledge your complaint in writing and include a copy of this brochure on Lawcover’s Complaints Handling Procedure.
  2. Your complaint will be investigated by the manager of the relevant operation area. If that manager has already been involved with the complaint, the Chief Executive Officer will appoint another manager to investigate the complaint.
  3. You will receive a written response to your complaint within 10 business days of our initial acknowledgment provided all the necessary information is available and the investigation has beencompleted. Where further information is required, we will agree a reasonable timeframe for response with you. If a timeframe cannot be agreed, a timeframe will be set by Lawcover’s Chief Executive Officer.
  4. If you are not satisfied with our response, you may request a further review, which will be undertaken by Lawcover’s Chief Executive Officer. A final written response will be provided to you within 10 business days of your request for a further review.
  5. If you are still not satisfied with our response, you may choose to seek independent legal advice.