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.
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:
13 10 10
1300 724 872
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:
1300 264 094
1300 316 047
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.
If you need more help on how to make a complaint you can access more information here.
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.
If you would like to learn more about our Culture Principles, you can access more information here.
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:
For Compulsory Third Party (CTP) Insurance in NSW or Motor Accident Injuries (MAI) Insurance in the ACT, you can contact the relevant state authority:
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.