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CTP Green Slip claim and non-claim complaints

Resolving personal injury complaints and reviewing decisions

We're committed to helping you receive the best possible care and support during the life of your claim. However, from time to time, issues can arise.

To make sure we act promptly to address your concerns, we have customer complaint, dispute and review processes in place.

For general information about the NSW CTP scheme, you can contact your claims consultant, or CTP Assist on 1300 656 919. CTP Assist is run by the State Insurance Regulatory Authority (SIRA), the NSW motor accident CTP regulator.

Complaints

If you’re unhappy about how we’ve dealt with you or your claim, and would like to make a complaint, you can follow the process below.

1. Talk to your consultant

Talk to your claims consultant or email us about your concerns. Your consultant may be able to resolve the complaint for you. If not, they'll refer you to a manager or you can request to speak to a manager. The consultant or manager will attempt to respond to your complaint as soon as possible.

2. Contact the Customer Resolutions team

If the Claims team can't resolve your complaint in 10 business days or you remain unhappy with their response, you can ask for the matter to be sent to our Customer Resolutions team.

You can also contact Customer Resolutions team directly by:

3. Seek external assistance from IRO

If your complaint hasn't been resolved after 20 business days, or if you’re unhappy with our decision, you may wish to escalate your complaint to the Independent Review Office (IRO), which is an independent NSW government agency. You can contact them on:

Internal review

If you’re unhappy about or disagree with a decision made on your claim and your claim relates to a motor accident that took place on or after 1 December 2017, you may request a review of the decision.

Remember, time limits apply for requesting a review. You have 28 days from the date you received your insurer’s decision to lodge your request.

Request an internal review.

External review

If you don’t agree with the outcome of an internal review, you may apply to have an external review of the decision by the Personal Injury Commission (PIC). PIC resolves disputes on claims including liability for the claim, benefits for treatment, rehabilitation or care, and lost income.

Applications for a review by PIC must be made within 28 days of receiving the internal review decision.

Contact PIC by:

Resolving NSW CTP non-claim complaints

We understand that sometimes issues come up and you may have a complaint.

We will always do our best to provide you the highest level of service but if you are unhappy about your NSW CTP Green Slip or your interactions with us, here is what you can do.

We outline below our complaints process at each stage. We aim to resolve your complaint as quickly as possible and will keep you informed as to the progress of your complaint. If you are unhappy with the complaint outcome or in the unlikely event we cannot resolve a complaint, you may wish to access external review options – see Step 3.

Non-claim complaints

If you’re unhappy about your NSW CTP Green Slip or your interactions with us and have a non-claim related complaint, you can follow the process below.

Step 1. Contact us

The first thing to do is call us on 132 132, or talk to us on web chat, about your concerns.

Our consultants will try to resolve complaints at first contact or shortly thereafter.

If we are unable to resolve your complaint within 5 business days, we will escalate your complaint within our team. You can also ask us to escalate your complaint.

We will provide you with our final written complaint outcome and reasons within 20 business days of receipt of your complaint.

Step 2. Contact Customer Relations

If you are dissatisfied with the complaint outcome at Step 1, you can ask for it to be considered by a more senior representative in our Customer Relations team. Our Customer Relations team is independent of the original decision maker at Step 1.

You can also contact the Customer Relations team directly by:

Customer Relations will contact you if they require additional information or have reached an outcome. Customer Relations will advise you of the progress of your complaint and the timeframe for an outcome in relation to your complaint.

Step 3. Get an external review of the decision or response

We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the complaint outcome you may wish to seek an external review, such as referring the issue to the State Insurance Regulatory Authority (SIRA).

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