Let us know
Contact the department your complaint relates to. If they can’t resolve the issue, they’ll refer you to a manager or delegate who will usually respond within 5 business days.
You can contact us:
GIO, Reply Paid 3999, Sydney NSW 2001
Review by our Internal Dispute Resolution Team
If you’re not satisfied with the outcome, you can ask for the complaint to be referred to the Internal Dispute Resolution team or you can contact them directly:
Internal Dispute Resolution GIO, PO Box 14180, Melbourne City Mail Centre, VIC 8001
IDR aims to contact you with a decision within 15 business days of receiving your complaint. We may contact you for additional information and agree a reasonable alternative timeframe.
If your complaint isn’t resolved within 45 days, you can refer it to the Financial Ombudsman Service (FOS) Australia, as per step 3, even if we’re still considering it.
Seek review by an external service
We expect our procedures will deal fairly and promptly with your complaint.
However, if you remain dissatisfied you can refer your complaint to the Financial Ombudsman Service (FOS) Australia – a free, independent external dispute resolution scheme.
An FOS determination is binding on us, provided you accept the determination. If you don’t, you have the option of seeking remedies elsewhere.
FOS is available to customers who fall within their terms of reference and they’ll advise if they can help you.
You can contact FOS Australia:
Financial Ombudsman Service Limited, GPO Box 3, Melbourne VIC 3001
GIO is a signatory to the General Insurance Code of Practice