Complaints & Dispute Resolution
We are committed to delivering exceptional client service. If you are dissatisfied with any aspect of our advisory services, we have structured procedures to resolve your concerns promptly, objectively, and fairly.
Metrix Connect Complaints Brochure
Read the formal Complaints Guide outlining our licensee's dispute resolution commitments and external escalation channels.
Communication Support & Accessibility
Please tell us if you need help with communication, such as an interpreter or hearing support. If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us on (03) 7303 7504. We can also assist clients in Vietnamese.
How We Handle Your Complaint
Under ASIC Regulatory Guide 271 (RG 271) and the Metrix Connect Internal Dispute Resolution (IDR) framework, we adhere to clear service timelines to ensure your complaint is handled transparently:
Within 1 Business Day (or 24 Hours)
We acknowledge receipt of your complaint within 1 business day (or 24 hours) and provide the contact details of the person managing your matter.
Within 5 Business Days
If we resolve your complaint within 5 business days, we confirm in writing what actions were taken to resolve it, unless a formal response is requested.
Every 10 Calendar Days
If your issue requires further investigation or insurer liaison, we will provide you with regular progress updates at least every 10 calendar days.
Within 30 Calendar Days
We give you our formal written response within 30 calendar days. A formal written response is mandatory if not resolved within 5 business days, if requested, or if related to financial hardship, a declined claim, or the value of a claim.
Step 1: Contact Lesure First
Most issues can be resolved promptly by speaking directly with our Complaints Officer. Please provide details of your policy and the nature of your concern:
Complaints Officer — Lesure Insurance Solutions Pty Ltd
Shop G05/1 Foundry Road, Sunshine, VIC 3020, Australia
Phone: (03) 7303 7504
Email: complaints@lesure.com.au
Step 2: Licensee Escalation (Metrix Connect)
Lesure Insurance Solutions Pty Ltd (ABN 63 610 758 748 | CAR No. 1263013) is a Corporate Authorised Representative of Metrix Connect Pty Ltd (ABN 23 635 286 136 | AFSL 525491). If your complaint is not resolved to your satisfaction through our internal process, or if you prefer to deal directly with our licensing principal, you may escalate your concern to Metrix Connect Pty Ltd:
Metrix Connect Pty Ltd
Compliance & Complaints Department
Phone: 03 9397 8000
Email: complaints@metrixconnect.com.au
Postal Address: 4 Akuna Drive, Williamstown VIC 3016
Step 3: Steadfast Customer Advocacy Service
As a Steadfast Network Broker, our clients have access to the free and dedicated Steadfast Customer Advocacy Service. If you feel your complaint requires additional review or assistance, you may contact:
Steadfast Customer Advocacy Service
Phone: 02 9495 6500 (ask for Customer Advocacy Service)
Email: customeradvocacy@steadfast.com.au
Step 4: External Dispute Resolution (AFCA)
If an issue cannot be resolved through our Internal Dispute Resolution process within 30 calendar days, or if you are not satisfied with our final decision, you have the right to refer the matter to the independent Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is entirely free of charge to consumers and eligible small businesses.
Australian Financial Complaints Authority (AFCA)
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Step 5: Privacy Complaints (OAIC)
If your complaint specifically concerns the handling of your personal information, privacy, or a potential breach of the Australian Privacy Principles (APPs), and has not been resolved to your satisfaction, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Office of the Australian Information Commissioner (OAIC)
Online: www.oaic.gov.au
Email: enquiries@oaic.gov.au
Phone: 1300 363 992
Postal Address: GPO Box 5218, Sydney NSW 2001