Brokers can do more to improve the way complaints are handled, the industry’s Code Compliance Committee says.

The independent committee has wrapped up a review that followed last year’s “own motion inquiry” into internal dispute resolution processes.

Making more effort to help clients with special needs such as language translation is one of the areas flagged. Only about 40% of brokers utilise readily available resources such as translators and one-third have no such facilities available.

Noting that providing assistance “need not be complex or resource-intensive”, the committee’s report adds: “This ongoing lack of preparedness to assist clients with special needs is concerning.”

It suggests brokers should have a written procedure for how special needs are addressed, even if these have not been required previously. Brokers should also widen the scope beyond language and physical disability. Mental health, hearing or speech impairment and cognitive issues should also be addressed.

The National Insurance Brokers Association, which owns the code, has welcomed the committee’s overall findings and recommendations.

“This is good work, this is important work,” CEO Dallas Booth told insuranceNEWS.com.au.

“It’s important that businesses monitor and review complains and learn from that as far as possible in terms of their own operations and systems.

“What we need to do now is to have a good look at the report and the recommendations so we and all our members can learn and see what can be done to further improve the professionalism of brokers in this area.”

About 80% of brokers use complaint case studies as a tool for analysis and internal discussion, and 73% provide regular complaints-handling training to staff.

“It certainly paints a positive story of the extent to which brokers take this seriously,” Mr Booth said. “There is no doubt it is a positive report, and clearly it indicates potential areas for improvements.

“I think we need to take that on board and see what we can do.”