The Minimum Conduct Requirements below outline how RAA insurance expects its Service Providers to act when performing work for and on behalf of RAA.

1.General Insurance Code of Practice
RAA insurance abides by the General Insurance Code of Practice. RAA insurance expects its Service Providers to be familiar with and comply with the Code. A copy of the Code is available at www.codeofpractice.com.au/2020.

2.Vulnerable Customers
RAA insurance is committed to taking extra care with vulnerable customers, including those who are experiencing age related impairment, physical or mental health conditions, family violence, language and literacy barriers, remote location barriers or financial distress. We also support people of different cultural backgrounds and Aboriginal or Torres Strait Islander people experiencing vulnerability. Upon identifying that an RAA customer is vulnerable or requires additional support, Service Providers must contact RAA immediately on 8202 4575. Further information about the support provided by RAA insurance to vulnerable customers is available at www.raa.com.au/insurance/supporting-vulnerable-members.

3.Family Violence
RAA insurance is committed to being fair, flexible, sensitive and inclusive of our customers experiencing family violence. Upon identifying that an RAA customer may be experiencing family violence Service Providers must contact RAA immediately on 8202 4575. RAA’s family violence policy is available at www.raa.com.au/insurance/supporting-vulnerable-members/family-violence-support.

4.Financial Hardship
RAA insurance is committed to supporting customers when they are experiencing financial hardship. Upon identifying that an RAA customer may be experiencing financial hardship Service Providers must contact RAA immediately on 8202 4575. Further information regarding the support provided by RAA to customers experiencing financial hardship is available at www.raa.com.au/insurance/supporting-vulnerable-members/financial-hardship.

5.Complaints
RAA takes customer satisfaction seriously. Service Providers are expected to become familiar with the methods for making complaints or providing feedback at www.raa.com.au/help-centre/insurance-support/customer-satisfaction. If a Service Provider receives any complaint from an RAA customer about RAA insurance, the handling of the customer's claim or the Service Provider's conduct, then the Service Provider must firstly acknowledge the complaint with the customer within 24 hours of receiving the complaint. Service Providers should then notify RAA on 8202 4575 within 2 business days of receiving the complaint.

6.Scope of Authority
Service Providers must only act within the scope of authority instructed in writing by RAA insurance. For example, Service Providers must not accept or deny an insurance claim on behalf of RAA insurance unless authorised in writing.

7.Handling confidential information
Information provided to Service Providers by or on behalf of RAA insurance (including customer details) must be used only for the purpose for which it was provided and disclosed only where permitted by RAA insurance or required by law. 

8.Managing conflicts of interest
Service Providers must ensure all conflicts of interest (whether actual or perceived) are disclosed to RAA as soon as possible.

9.Acting against modern slavery in the supply chain
RAA insurance requires its Service Providers to be proactive in considering and acting on modern slavery risks that may be present within their own supply chain to ensure that businesses within their supply chain are not engaged in, or complicit with, modern slavery, such as forced or child labour.

10.Service Quality
Service Providers must ensure that all services provided to or on behalf of RAA insurance are provided:

  • with due care and skill; 
  • in an honest, courteous, efficient, fair, transparent and timely manner;
  • in accordance with current professional and industry standards; 
  • in accordance with all legal or other regulatory requirements; and
  • only by competent personnel with the necessary training, experience and qualifications.

11.Notification 
a. The service provider will immediately notify RAA in writing in the event the Service Providers or any of its personnel or contractors are charged with or found guilty of criminal offence or face disciplinary action by a professional registration body or State, Territory or Commonwealth Government authority or regulator. 

b. Where RAA becomes aware or identifies that the Service Provider or their personnel or contractors are the subject of criminal proceedings or disciplinary action as set out in 11(a) above, RAA may direct the Service Provider to, and the Service Provider must immediately, remove or exclude that person from delivering any services for or on behalf of RAA.