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Delaney Kelly Golding Pty Ltd (DKG) is a member of the Australian Financial Complaints Authority (AFCA). Therefore, we are committed to the fair, transparent, and timely resolution of disputes.
We welcome compliments and feedback from our customers. If you would like to provide us with positive feedback on our products or services, please email us at compliance@dkg.com.au.
If you are not fully satisfied with our services, please contact us and tell us about your complaint or dispute. We will acknowledge your complaint/dispute in writing within 24 hours (or one business day) of receipt and endeavour to resolve your problem within 30 working days.
If your complaint is not satisfactorily resolved or responded to, please contact our Executive General Manager Governance, Risk and Compliance at (02) 9929 7299 or put your complaint in writing and send it to:
Delaney Kelly Golding Pty Ltd
PO Box 1670
North Sydney NSW 2059
Or by email: compliance@dkg.com.au
We will try to resolve your complaint fairly and quickly.
If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA) with whom DKG is a member.
AFCA can be contacted on 1800 931 678 (free call) or online at www.afca.org.au. The mailing address for AFCA is GPO Box 3, Melbourne, Vic 3001.
Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation.
If you have a complaint about a policy that we arranged under a Lloyd’s Coverholder binder authority, that can’t be resolved to your satisfaction by us, you have the right to refer the matter to Lloyd’s Australia Limited.
The process is detailed here.
Lloyd’s Australia Limited, Level 9, 1 O’Connell St, Sydney NSW 2000
Email address: idraustralia@lloyds.com
Telephone number: (02) 8298 0783
Facsimile number: (02) 8298 0788
Your dispute will be referred to the Policyholder and Market Assistance at Lloyd’s. Complaints that cannot be resolved by them may be referred to the Financial Ombudsman Service UK. Further details will be provided at the appropriate stage of the complaints process.
Request for Information
You may request copies of the information we have relied upon to arrive at our decision in the Complaint Handling Process. In some instances, we may not release the information as requested, and you may request a review of our decision not to release such information.
We will comply with Code requirements regarding providing the information you request.
Protecting your Privacy
We collect, use, and retain your personal information in accordance with the Australian Privacy Principles.
Our detailed Privacy Policy is available on our website at www.dkg.com.au.
If you have a privacy-related complaint or want more information about how Delaney Kelly Golding Pty Ltd is managing your personal information, please contact:
Privacy Officer
Delaney Kelly Golding Pty Ltd
PO Box 1670
North Sydney NSW 2059
Phone: (02) 9929 7299
Email: compliance@dkg.com.au
Delaney Kelly Golding Pty Ltd has been helping customers make better risk management and insurance decisions for over 50 years. We set the benchmark in providing insurance solutions. We achieve this by creating outstanding relationships and exceptional value our customers can rely on.
Delaney Kelly Golding Pty Ltd takes the time to understand your business risk and operations and we are responsive to your needs. Commercial insurance and risk solutions provided by Delaney Kelly Golding Pty Ltd protect your people and assets and give you the peace of mind your company can recover from any major loss.
Delaney Kelly Golding Pty Ltd
PO Box 1670
North Sydney NSW 2059
Phone: (02) 9929 7299
Email: insurance@dkg.com.au
If you wish to lodge your complaint online, please complete the form below:
