Complaints Process

We take concerns of our customers very seriously and have detailed complaints handling and internal dispute resolution procedures that you can access. If you have any complaint about the service provided to you in relation to the insurance, in the first instance please contact Freighty via the chat feature within the Freighty Dashboard (please do not contact via email as this makes it difficult to process your complaints). If you are still not satisfied, please contact the Complaints Officer at BMS, via the contact details at the beginning of this FSG. Please refer to the PDS for details of the insurer’s Complaints and Dispute Resolution process.

If we cannot reach a satisfactory resolution, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA), subject to its rules.

AFCA is an independent external dispute resolution scheme approved by ASIC. AFCA provides fair and independent financial services complaint resolution that is free to consumers. You may contact AFCA at: 

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

T: 1800 931 678 (free call)

F: +61 3 9613 6399


Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

How to contact us

If you would like to obtain further information, provide us with instructions, or if you have any queries about the financial products and services we are authorised to provide, please contact us using the details provided within this FSG.

Please retain this document along with your current policy documentation in a safe place for your future reference.