Customer Complaint Procedure
View and download the Customer Complaint procedure document.
What to do if you have a complaint?
We understand that occasionally issues may arise and you may have a complaint. We take complaints seriously and have a process through which we seek to resolve them.
The complaints process and the times for each step is outlined below. We aim to work within these timeframes and keep you informed of the progress of your complaint. In the unlikely event that your complaint is not resolved within a maximum of 45 days, you may wish to access external review options such as the Financial Ombudsman Service whose contact details appear below.
If it is a CTP Claims matter you are dissatisfied with, please refer to the CTP dispute resolution procedures.
Need Help?
If you have special hearing or communication needs, please use the TTY service for assistance with lodging your complaint.
The customer complaints procedure has been translated into 5 common languages. View or download the translated information.
Step 1: Please talk to us first
The first thing you should do is talk to one of our Consultants or email us about your concerns. The Consultant may be able to resolve the complaint for you. If not, they will refer you to, or you may request to speak to a Manager.
Call us on 132 132
The Consultant or Manager will attempt to respond to your complaint as soon as possible. If they require more information, they will aim to respond within 15 business days of receipt of your complaint.
Step 2: Contact Customer Relations
If the Manager cannot resolve your complaint, you may request the matter be referred to our Customer Relations area or you can choose to contact them via the following options:
Free Call: 1800 045 517
Free Fax: 1800 649 290
Mail: Customer Relations,
Reply Paid 62759
Sydney NSW 2000
Free post (no stamp required)
Customer Relations will treat your complaint as a dispute and assign one of their staff members to conduct an independent review of the matter. Customer Relations will contact you with a decision usually within 15 business days of receiving your dispute.
Step 3: Seek an external review of the decision
If you are unhappy with the decision, you may wish to seek an external review. Customer Relations will provide you with information on external review options, such as referring you to the Financial Ombudsman Service (FOS).
You can contact the Financial Ombudsman Service at info@fos.org.au or phoning 1300 780 808.
You can also visit the Financial Ombudsman Service website for more information.
Need help?
| If you have special needs, we have the following options to assist you with lodging your complaint: | ||
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| TTY Service | 133 677 | TTY via National Relay Service ask for 132 132 7am-10pm, 7 days |
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| TTY Direct | 1300 768 361 | Hearing impaired service ask for NRMA Insurance 11am-8pm Mon-Fri |
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If you require further assistance, please email us. |
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