Protection built on
knowledge and trust

Matrix Company Pty Ltd trading as Insurance Matrix ("we", "us", "our") is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

What information we collect

We collect personal information necessary to provide insurance broking services, including your name, contact details, date of birth, financial information, and details about your assets, liabilities, and insurance requirements. Where relevant, we may also collect sensitive information such as health information for life and income protection products.

How we collect information

We collect information directly from you when you complete our forms, contact us by phone or email, or engage with our website. In some cases we may collect information from third parties such as insurers, loss adjusters, or other parties involved in your insurance arrangements.

How we use your information

We use your personal information to identify and assess your insurance needs, prepare and submit underwriting submissions, place and administer your insurance, handle claims on your behalf, and comply with our legal obligations. We may also use your information to send you renewal reminders and relevant communications about your cover.

Disclosure of your information

We may disclose your personal information to insurers, reinsurers, underwriting agencies, premium funders, claims managers, loss adjusters, lawyers, and other parties involved in placing or managing your insurance. Some of these parties may be located overseas. We do not sell your personal information to third parties.

Security

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure. We maintain appropriate physical, electronic, and procedural safeguards.

Access and correction

You have the right to request access to the personal information we hold about you and to request corrections if that information is inaccurate, incomplete, or out of date. To make a request, please contact us using the details below.

Contact us

For privacy-related enquiries, please contact us at 62–66 Glen Osmond Road, Parkside SA 5063 or by email at info@insurancematrix.com.au. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Insurance Matrix is an Authorised Representative operating under the Community Broker Network (CBN) and is a subscriber to the Insurance Brokers Code of Practice administered by the National Insurance Brokers Association (NIBA).

Our commitment to you

We are committed to acting in your best interests at all times. As your insurance broker, we work for you — not the insurer. Our advice, recommendations, and actions are guided by your needs and circumstances.

Standards we uphold

Under the Code of Practice, we commit to:

• Providing honest, fair, and professional advice
• Acting with due care, skill, and diligence
• Disclosing any conflicts of interest that may affect our advice
• Maintaining the confidentiality of your information
• Being transparent about the remuneration we receive
• Ensuring our staff are appropriately trained and supervised
• Having an accessible and fair complaints process

Remuneration disclosure

We receive remuneration for our services in the form of commission paid by insurers and/or fees charged to you. We will disclose the nature and amount of our remuneration prior to or at the time of providing advice or placing your insurance. Full details are provided in our Financial Services Guide (FSG).

Our Financial Services Guide

Our FSG sets out information about the services we provide, how we are remunerated, and how you can contact us and make a complaint. Please ask us for a copy of our FSG at any time.

Code of Practice information

A copy of the Insurance Brokers Code of Practice is available at niba.com.au. If you have questions about the Code or our obligations under it, please contact us.

Insurance Matrix is committed to handling complaints fairly, promptly, and transparently. If you have a concern about any aspect of our service, we encourage you to raise it with us so we can work to resolve it.

Step 1 — Contact us directly

In the first instance, please contact us by phone, email, or in writing. Provide as much detail as possible about the nature of your complaint so we can investigate thoroughly.

Insurance Matrix
62–66 Glen Osmond Road, Parkside SA 5063
Email: info@insurancematrix.com.au

Step 2 — Our response

We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If we require more time — for example, where the matter involves an insurer or third party — we will keep you informed of progress.

Step 3 — Internal escalation

If you are not satisfied with our initial response, you may request that your complaint be escalated to a senior manager. We will conduct a further review and provide you with a written response within 10 business days.

Step 4 — External dispute resolution

If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme of which we are a member.

AFCA
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: afca.org.au
GPO Box 3, Melbourne VIC 3001

Complaints about an insurer

If your complaint relates to the conduct of an insurer rather than Insurance Matrix, we can assist you in understanding your options, including making a complaint directly to the insurer through their own complaints process or to AFCA.

Timeframes

AFCA has strict timeframes within which you must lodge a complaint — generally within 2 years of our final written response. We recommend you do not delay if you intend to escalate your complaint externally.