Complaints - Internal Disputes Resolution

At Avant we strive to provide outstanding products and services to our members but we understand there may be instances when you are not happy with the service we provide.

We value your feedback and will address any complaint you have in a professional and timely manner. The below highlights how we will do this and what you can expect from Avant during this process.

Complaints

If you have any complaints about the products or services provided to you by Avant, then you should contact us immediately. Our Customer Service team should be able to resolve the issues you raise satisfactorily.

  • Telephone:             (02) 9260 9000
  • Freecall:                 1800 128 268
  • In writing to:         Avant Mutual Group
                                        PO Box 746
                                        Queen Victoria Building NSW 1230
  • Email:                     complaints@avant.org.au

For matters relating to Avant Insurance Limited specifically please contact

For matters relating to Doctors Financial Services Pty Limited specifically please contact

For matters relating to Doctors' Health Fund specifically please contact

For matters relating to Avant Finance (Avant Doctors’ Finance Pty Limited or Avant Doctors’ Finance Brokers Pty Limited) specifically please contact:

However, if the matter has not been resolved to your satisfaction, you may, under our Internal Dispute Resolution (IDR) Scheme, lodge a complaint with us at:

The Complaints Officer
Avant Mutual Group Limited
PO Box 746
Queen Victoria Building NSW 1230

Email: complaints@avant.org.au

Telephone: (02) 9260 9000

Freecall: 1800 128 268

How long does it take?

Avant will promptly provide an acknowledgement of Complaint for each Complaint received within the required timeframe (within 24 hours of the Complaint being received or as soon as practically possible). Avant will endeavour to resolve all complaints within 30 days.

Then what happens?

Find out more about how we resolve complaints please refer to the Avant Complaint Management Policy.

What if I'm not satisfied?

If your complaint is not satisfactorily resolved or answered by our Internal Dispute Resolution Scheme you may refer the matter to the Australian Financial Complaints Authority (AFCA):

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

What if my complaint relates to the Avant Retirement Reward Plan?

A Review Committee has been formed to provide a formal dispute resolution process.

You can contact Avant Member Services Monday to Friday 8am to 7pm AEST on 1800 128 268 for information about the review process.

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NSW State Office AddressLevel 6, Darling Park 3, 201 Sussex Street, Sydney NSW 2000
Telephone 02 9260 9000 | Facsimile 02 9261 2921

Mailing addressPO Box 746 Queen Victoria Building NSW 1230

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In the spirit of reconciliation, Avant acknowledges the Traditional Custodians of Country throughout Australia, and their connections to land, sea and community. As a national organisation, we pay our respects to Elders past and present, of the lands on which we gather and work, and extend that respect to all Aboriginal and Torres Strait Islander peoples.

IMPORTANT: Professional indemnity insurance and the Practice Medical Indemnity Policy available from Avant Mutual Group Limited ABN 58 123 154 898 (Avant Mutual) are issued by Avant Insurance Limited, ABN 82 003 707 471, AFSL 238 765 (Avant). Avant Cyber Insurance cover is available to eligible Avant Practice Medical Indemnity Policy holders up to the cessation of their policy and is provided under a Group Policy between Liberty Mutual Insurance Company ABN 61 086 083 605 (Liberty) and Avant. Private health insurance products are issued by The Doctors’ Health Fund Pty Limited, ABN 68 001 417 527, a member of the Avant Mutual Group. Avant arranges Avant Business Insurance as agent of the insurer Allianz Australia Insurance Limited ABN 15 000 122 850, AFSL 234 708 (Allianz) and may receive a commission on each policy arranged. Avant Travel Cover is available under a Group Policy between QBE Insurance (Australia) Limited, ABN 78 003 191 035, AFSL 239 545 (QBE) and Avant Mutual. Avant Travel Cover is underwritten by QBE and Avant may receive a benefit for arranging cover. Avant Finance is a registered business name of Avant Doctors’ Finance Pty Ltd (ACN 637 769 361) and licensed to Avant Doctors’ Finance Brokers Pty Ltd (ABN 75 640 406 784). Avant Doctors’ Finance Brokers Pty Ltd is a wholly owned subsidiary of Avant Doctors’ Finance Pty Ltd. Loan products may be provided by Avant Doctors’ Finance Pty Ltd or arranged by Avant Doctors’ Finance Brokers Pty Ltd. Credit services or assistance to which the National Credit Code applies are provided by Avant Doctors’ Finance Brokers Pty Ltd as authorised Credit Representative (Credit Representative Number 523242) for LMG Broker Services Pty Ltd ACN 632 405 504 Australian Credit Licence 517192. Legal services are provided by Avant Law Pty Ltd ABN 63 136 429 153 (Avant Law). Liability limited by a scheme approved under Professional Standards Legislation. Legal practitioners employed by Avant Law are members of the scheme.


The information provided on this website is general advice only and has been prepared without taking into account your objectives, financial situation and needs. You should consider these, having regard to the appropriateness of the advice before deciding to purchase or continue to hold these products. For full details including the terms, conditions, and exclusions that apply, please read and consider the relevant Product Disclosure Statement or policy wording and Target Market Determination (TMD) which are available on this website or by contacting us on 1800 128 268. Information on this site does not constitute legal or professional advice, and is current as at the date of initial publication.