Complaints & resolutions
What to do if you have a complaint
We understand that sometimes issues come up and you may have a complaint.
We take complaints seriously, so we have a process we use to try to resolve them.
We try to stick to the time limits for each step but, if your complaint hasn't been resolved within 45 days, you may want to explore external review options like the Australian Financial Complaints Authority (AFCA).
If your complaint is about CTP Insurance (also known as a Green Slip), see the CTP Insurance complaints process for NSW, Tasmania and Queensland.
Step 1. Talk to us
We might be able to resolve your complaint right away, or we might refer you to a manager (or you can ask to speak to a manager yourself).
If we need more information from you, we'll aim to get back to you within 15 business days from when we get your complaint.
Step 2. Contact customer relations
If we can't quickly resolve your complaint, you can ask for it to be sent to our customer relations team.
You can also contact the customer relations team directly by:
- Phone on 1800 045 517
- Fax on 1800 649 290
- Free post (no stamp needed) at
Reply Paid 89824
Sydney NSW 2000
Customer relations will treat your complaint as a dispute and conduct an independent review.
They'll contact you with a decision within 15 business days from when they get your dispute.
Step 3. Seek an external review of the decision
If you're not happy with the customer relations team's decision, you may want to get an external review. Customer relations will give you information about your options.
You can make a complaint to the Australian Financial Complaints Authority (AFCA) by:
- Email at firstname.lastname@example.org
- Phone (free call) on 1800 931 678
- Visiting their website at www.afca.org.au
- Post at
Australian Financial Complaints
GPO Box 3, Melbourne VIC 3001
Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation.
If you have special hearing or communication needs, we have the following options to assist you with lodging your complaint:
Please use TTY Service on 133 677 via the National Relay Service and ask for 132 132 (7am–10pm).
Please use TTY Direct on 1300 768 361 for Hearing impaired service and ask for NRMA Insurance (11am–8pm, Mon–Fri).
The customer complaints procedure has been translated into 5 common languages to assist people from non-English speaking backgrounds. You can view or download the Customer Complaints Procedure in the following languages:
If you require further assistance, please email us.