Dispute Resolution - Fifteen day process

Matters for resolution using this process

This fifteen day process is designed to resolve the following types of disputes:

repair disputes that arise after the completion of repairs
disputes where you believe that GIO have not complied with the Motor Vehicle Insurance and Repair Industry Code of Conduct
disputes of a contractual nature.

1.	In the first instance, please raise your complaint with your local assessor.
2.	If you have been unable to reach a resolution at the local level, the matter can be referred to our Dispute Resolution Process by: contacting your by Regional Team Leader directly completing the online Dispute Resolution Form Please provide us with full details of the dispute and supply any relevant documentation to support your position.
3.	We will acknowledge your complaint in writing within five business days.
4.	Your complaint will be managed by an appropriate GIO representative (usually your Regional Team Leader) who will undertake a comprehensive review of your matter.
5.	Your GIO representative will provide you with a determination within fifteen business days of receipt of the dispute, or agree with you an alternate time frame if this is not possible.
6.	If you are not satisfied with our determination the matter may be escalated to the External Dispute Resolution process which is available to you under the Motor Vehicle Insurance and Repair Industry Code of Conduct.