CTP & MAI Complaints

If you can’t find what you need below, please call us on 13 10 10

If you experience a problem, aren’t satisfied with our products or services or a decision we’ve made, let us know so that we can help.

Contact us:

By phone: 13 10 10

By email: Email form

In writing:
GIO CTP & MAI Complaints
GPO BOX 4091
Sydney 2001

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

Do you need extra help to make a complaint?

We want to make it easy for you to make a complaint. Some people find written information hard to read or understand. That’s why we’ve created an Easy English Complaints Guide. It explains how to make a complaint and what will happen next.

If you require further assistance with making a complaint or understanding our complaints process, please visit Customers in need of extra support for more information.

Seek review by an external service

NSW Compulsory Third Party (CTP) Insurance Claims

Independent Review Officer (IRO)

We are committed to resolving 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 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 phone, email, or through the IRO online form.

Phone: 13 94 76

Email: complaints@iro.nsw.gov.au

Website: https://www.iro.nsw.gov.au/

Personal Injury Commission

If you disagree with an insurer’s decision you can raise a dispute with the Personal Injury Commission via:

Phone: 1800 742 679

Email: help@pi.nsw.gov.au

Website: www.pi.nsw.gov.au

NSW Compulsory Third Party (CTP) Insurance Policies

State Insurance Regulatory Authority (SIRA)

Complaints in relation to an insurer’s product, services or staff:

Phone: 1300 656 919

Email: ctpassist@sira.nsw.gov.au

Website: www.sira.nsw.gov.au

Post:
State Insurance Regulatory Authority
Level 6, McKell Building
2-24 Rawson Place
Sydney NSW 2000
or DX 1517 Sydney

ACT Motor Accident Injuries (MAI) Insurance Claims and Policies

ACT MAI Commission

Phone: (02) 6207 8876

Email: maic@act.gov.au

Website: www.act.gov.au/maic

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

Further information

If you have found a potential security vulnerability that may impact the confidentiality, integrity or availability of Suncorp's information, systems, or services, please visit our Vulnerability Disclosure Program page.

Contact details
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To have your information reviewed by a consultant, please fill out the following questions to the best of your ability. Providing more information will help us to assist with your enquiry as quickly as possible.

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If you're not the GIO policy holder, please put the name of the GIO policy holder involved in this complaint.