Manufactured Homes Insurance Agency Pty Ltd (MHIA) and its underwriters and representatives are bound by the obligations of the Privacy Act 1988 as amended by the Privacy Amendment (Private Sector Act 2000 (the Act)). This sets out basic standards relating to the collection, use, disclosure and handling of personal information.
“Personal information” is essentially information or an opinion about a living individual whose identity is apparent or can reasonably be ascertained from the information or opinion.
Information will be obtained from individuals directly where possible. Sometimes it may be collected indirectly.
Only information necessary for the arrangement and administration of MHIA’s business by MHIA and its underwriters and representatives will be collected. This includes information necessary to accept the risk, to assess a claim and to determine competitive and appropriate premiums. We will only ask for and take into account relevant information.
MHIA and its underwriters or representatives disclose personal information to third parties who they believe are necessary to assist them in doing the above. These parties will only use the personal information for the purposes we provided it (or if required by law).
When you give MHIA and its underwriters or representatives personal information about other individuals, we rely on you to have made or make them aware that you will or may provide their personal information to us, the types of third parties we may provide it to, the relevant purposes we and the third parties we disclose it to will use it for, and how they can access it. If it is sensitive information we rely on you to have obtained their consent on these matters, before supplying us with the relevant information.
You are entitled to access information about you that we have relied on in making decisions that concern your insurance with us. You will also have the opportunity to correct any mistakes or inaccuracies in the information we hold about you. In special circumstances, we may decline to release information but we will not do so unreasonably. Special circumstances may include, but are not limited to, information that is subject to privacy laws, information that is protected from disclosure by law, or where the release of the information may be prejudicial to us in relation to a dispute about your insurance. Where we decline to release information, we will give you reasons and you will have the right to request us to review our decision through our complaints handling procedures. We will provide our reasons in writing upon request.
Finally, you may also opt out of receiving materials sent by MHIA by contacting our office on (02) 4303 0300. For the full text of our Privacy Policy, contact our office or refer to our website at http://www.mhia.com.au
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The General Insurance Code of Practice (the Code) sets the standards of customer service that you can expect from us. The Code sets standards for buying insurance, insurance claims, responding to catastrophes and disasters, information and education, complaint handling and Code monitoring and enforcement. The Code is the general insurance industry's promise to be open, fair and honest in the way it deals with customers. The Code is designed to raise customer service standards and to protect your rights as a policyholder.
As an insurance underwriting agency providing general insurance to you across our range of insurance products, we are committed to the Code. This includes implementing and monitoring procedures to ensure that the Code is carried out by our staff and our service providers. In this way, we ensure that we are providing the highest level of service to you.
MHIA takes this commitment seriously and we welcome feedback on how we can improve our customer relationships. As a customer, you gain peace of mind from knowing that MHIA is accountable to both Lloyd's underwriters' (we are an Australian Coverholder with Lloyd's underwriters) and to the Financial Ombudsman Service on our performance against Code standards. If you believe that we have breached the Code in any way, we urge that you contact MHIA on (02) 4303 0300 and ask for the Compliance Manager. MHIA is obliged to report significant breaches to Lloyd's Australia Limited, who in turn is responsible for reporting such breaches to the Financial Ombudsman Service.
If you would like to know more about the Code, you can contact the Financial Ombudsman Service on 1300 780 808 or you can visit the website: www.codeofpractice.com.au from where you can download, print or read the Code and/or the summary brochure. Alternatively, you can telephone us on (02) 4303 0300 and we will send you a copy. |
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If You obtain personal advice, that is advice that takes into account Your particular circumstances, You should generally also receive a Statement of Advice (SOA), which sets out the personal advice given to You, including any recommendations about a particular financial product, as well as the basis on which those recommendations are made.
If You do not obtain personal advice, or obtain personal advice that does not contain recommendations about a particular financial product, but You nevertheless proceed to acquire a product, You should still generally receive a Product Disclosure Statement, which contains information about the particular product to enable You to make an informed decision before You acquire the product, including how We handle Your privacy and deal with any complaints.
Manufactured Homes Insurance Agency Pty Ltd (MHIA) is authorised to advise and deal in general insurance to retail and wholesale clients.
MHIA is an insurance underwriting agent and when We provide Our services We act on behalf of the Insurer.
We will only provide You with advice on Our products.
We give general advice only. This means that Our advice will not take into account Your objectives, financial situation or needs. Because of this, You should, before taking any action to acquire this financial product, consider whether it is appropriate having regard to Your own objectives, financial situation and needs.
You should read the Product Disclosure Statement and consider it before making any decision about whether to acquire this financial product.
Personal advice is financial advice that takes into account Your personal objectives, financial situation or needs. The information in an SOA should be presented clearly and concisely, with enough detail for You to make an informed decision about whether to act on the advice. If You require personal advice, You should talk to an insurance broker. |
MHIA recognises that all our clients have equal rights to access information and services. Our services are open to any person without regard to their socio-economic background, physical or intellectual limitations, age, race and religious beliefs.
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Read more... [Access and Equity Policy]
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This Financial Services Guide (FSG) is current as at 13 July 2009.
This FSG contains information about Our services and charges, Your rights as a client and other insurance matters including how We deal with complaints.
The FSG sets out information designed to assist You to decide whether You wish to use any of Our services. The FSG contains only general information on the services offered
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Read more... [Financial Services Guide]
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Complaints and Disputes Procedure |
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If you are dissatisfied in any of your dealings with us, please contact us to see if we can resolve the difficulty. Wherever possible, we prefer to resolve issues as early as possible and with the minimum of disruption to you. If you remain dissatisfied, you have the option of initiating a formal complaint.
Complaint to Manufactured Homes Insurance Agency Pty Ltd (MHIA)
You can submit your complaint either by writing a letter to us or by filling out a Complaint Form.
Complaint Forms are also available for download in Acrobat PDF format or can be obtained from our Complaints Officer:
FREECALL 1800 676 700
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Read more... [Complaints and Disputes Procedure]
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