How to contact GIO with a complaint

Like the trusted partner we are, we’re here for you through the good times and the bad. 

Simply get in touch and we’ll respond to any questions or complaints you have regarding our service or products.
If you do have a complaint, follow the process outlined below so we can resolve things as quickly and fairly as possible.

If your complaint is in relation to Life Insurance, you can read more about the complaints process.

 

Let us know

If you experience a problem, are not satisfied with our products or services or a decision made, please let us know so that we can help. Contact us:

By phone:
13 10 10

By fax:
1300 724 872

By email:
gioservice@gio.com.au

In writing:

GIO, Reply paid 3999, Sydney NSW 2000

In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.

Review by our Customer Relations Team

If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist. Here’s how to contact our Customer Relations Team:

By phone:
1300 264 094

By fax:
1300 316 047

By email:
idr@gio.com.au

In writing: 
Internal Dispute Resolution GIO, PO Box 14180, Melbourne City Mail Centre VIC 8001


Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.

We will provide you with an outcome within 30 calendar days from when we first received your complaint.

You can access more information on how to make a complaint.

GIO’s Culture Principles – Managing complaints

Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.

Learn more about our Culture Principles.

Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the following external dispute resolution services.

Contact the Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you. You can contact AFCA:

By phone:
1800 931 678 (free call)

By email:
info@afca.org.au

In writing:
Australian Financial Complaints Authority,
GPO Box 3,
Melbourne VIC 3001

Online:
www.afca.org.au

For Compulsory Third Party (CTP) Insurance in NSW or Motor Accident Injuries (MAI) Insurance in the ACT, you can contact the relevant state authority:

New South Wales

Independent Review Officer (IRO)

We are committed to resolve your complaint in a timely and fair manner. However, if you remain dissatisfied with our response you can lodge a complaint with the Independent Review Officer.

The Personal Injury Commission Act 2020 (PICA) provides for the Independent Review Officer (IRO) to deal with complaints from claimants about any acts or omission of an insurer that affects their entitlements, rights, or obligations under workers compensation and motor accident legislation. 

You can lodge a complaint by telephone, by email or through the IRO online form.

Independent Review Officer:

Phone: 13 94 76

Email: complaints@iro.nsw.gov.au

Website: Contact IRO

Australian Capital Territory

ACT Motor Accident Injuries Commission

Website:
https://www.treasury.act.gov.au/maic/about-us/contact-us

Post:
Attention: ACT Motor Accident Injuries Commission
Chief Minister, Treasury and Economic Development Directorate
GPO Box 158
Canberra ACT 2601

For Workers Compensation in ACT, TAS, NT and WA, you can contact the relevant state authority:

Australian Capital Territory

WorkSafe ACT

Website: https://www.accesscanberra.act.gov.au/
Ph: 13 22 81
Online: https://www.accesscanberra.act.gov.au
/app/ask/


Tasmania

WorkCover Tasmania

Website: www.worksafe.tas.gov.au
Phone: 1300 366 322
Email: ­­WorkCover.Tasmania@justice.tas.gov.au
 

Western Australia

WorkCover WA

Website:
https://www.workcover.wa.gov.au/
Email: complaints@workcover.wa.gov.au
Phone: 1300 794 744
 

Northern Territory

WorkSafe NT

Website: www.worksafe.nt.gov.au
Phone: 1800 250 713
Email: mediationworksafe@nt.gov.au
 

What accessibility options are available to me?

We want you to be able to make a complaint as easy as possible. If you require further assistance with making a complaint or understanding our complaints process please visit our Customers In Need Of Extra Support page for more information. 

GIO is a signatory to the General Insurance Code of PracticeFind out more about the Life Insurance Code of Practice.

Complete the form below to send us a brief message and we’ll get back to you within 48 hours.

* = mandatory field

This is located on the top right hand corner of your policy certificate.

We usually respond by email, however there may be instances when we need to speak with you directly.

To cancel your policy, please call us on 13 10 10.

 

You can lodge your request to cancel at your nearest Access Canberra Service Centre.