Complaints and resolutions

What to do if you have a complaint

We always aim to give you the best service possible, but we understand that sometimes issues come up and you may have a complaint.

We will resolve your complaint as quickly as we can, and we’ll keep you informed on your complaint’s progress.

If your complaint hasn't been resolved after 30 days, or if you’re unhappy with our decision, you may want to get an external review (read step 3 of our process to learn about this).

If your complaint is about CTP Insurance (also known as a Green Slip), read our CTP Insurance complaints process.

If your complaint is about Life Insurance or Income Protection Insurance, read our Life Insurance and Income Protection Insurance complaints process.

Have more questions?

If you need to know more about how we handle complaints, call us on 132 132 or send us an email.

Deaf, hearing impaired or speech impaired?

Use the TTY Service on 133 677 via the National Relay Service and ask for 132 132 (7am–10pm).

TTY Direct

Use TTY Direct on 1300 768 361 (11am–8pm, Mon–Fri) for Hearing impaired service and ask for NRMA Insurance.

Help in other languages

Read information in these languages about how we handle complaints: