The Australian Financial Complaints Authority (AFCA) helps people with complaints about:

• banking
• insurance.

AFCA is independent.

This means they:

• make their own decisions
• don’t work for us.

You can take your complaint to AFCA if:

bullet you’re not happy with our decision

bullet we don’t respond to your complaint in 30 days.end of list

You can call AFCA.

1800 931 678.

You can send AFCA an email.

info@afca.org.au

You can write to AFCA.

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

You can visit the AFCA website.
www.afca.org.au

The website can also tell you how long you have to make a complaint to AFCA.

If you're not happy with our final decision, you usually have up to 2 years from that decision to make a complaint to AFCA.

You can make a complaint to us about how we handle your personal information.

For example, your name or contact information.

You can also make a complaint to us when you think we might have broken the rules about how we use or share your personal information.

For example, someone:

• isn’t allowed to see your personal information
• looks at or uses your personal information anyway.

We explain how to make a complaint in the section, How to make a complaint.

Please contact us to talk about your complaint.

You can ask AFCA for help if:

bullet you are not happy with how we handle your complaintend of list

or

bullet we don’t respond to your complaint within 30 days.end of list

You can find information about AFCA in the section, If you’re not happy with our decision.

You can also ask the Office of the Australian Information Commissioner (OAIC) for help.

You usually have 12 months to make a complaint to OAIC.

The 12 months starts when you first know about the issue.

You can call OAIC.

1300 363 992

You can write to OAIC.

Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001

You can visit the OAIC website.

www.oaic.gov.au

You can find out about how to keep your information private on our website.

www.nrma.com.au/privacy-security-identity-theft-policy