Problem Resolution
We have established procedures which make voicing your concerns an easy task, ensuring a resolution is reached quickly and fairly.
If you have experienced a problem, your local branch or the staff member you have dealt with should be able to resolve the issue straight away.
If your difficulty is more complex, you can lodge your issue with our Customer Relations section through the following channels.
| Contact Method | Description |
|---|---|
| Lodge a form | Use the Customer Relations form to lodge your issue to be resolved. |
| Send an Email | Use our email service to send your issue to be resolved. |
| Phone | Ring our toll free number 1800 689 762. |
|
You can also print the Customer Relations Form and send post-free to the following address:
Suncorp If you require assistance with completing the form, our staff will be more than happy to help. |
Resolving your complaint
Regardless of how you choose to tell us, we will try to settle your complaint within 1 working day of receipt. If we can't do this, we will take the following steps:
- We will phone you, email you or tell you in writing that we have received your complaint. You should get this notice within 3 working days.
- Some issues may be more complicated and therefore take longer to resolve. We will try to settle general insurance complaints within 15 working days and all other complaints in no more than 45 days, unless you have agreed to a longer period.
- If we can't settle your complaint quickly, we will write to you every 21 days giving you reasons for the delay.
Once we make a decision regarding your complaint, we will tell you in writing and include our reasons for reaching the decision.
We expect our processes to fully deal with any difficulties you may be experiencing with our products and services. However, should you be dissatisfied with our response to your concern, please let us know. Alternatively you can make contact with a range of External Dispute Resolution (EDR) schemes.
Find out the contact details of the External Dispute Resolution Schemes with which we are members.