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

By phone: 13 10 10

Online: Complete this form

Complaints can usually be resolved on the spot or within 5 business days.

What accessibility options are available to me when making a complaint?

We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.

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.

Review by our Customer Relations Team

If we’re 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:

By phone: 1300 264 094

By email: idr@gio.com.au

In writing:
GIO Customer Relations Team,
PO Box 14180,
Melbourne City Mail Centre VIC 3001

Customer Relations will contact you if they require additional information or if they’ve reached a decision.

When responding to your complaint you’ll be informed of the progress of and the timeframe for responding to your complaint.

Review of Workers Compensation Claims Decisions

We provide a free Internal Dispute Resolution Process to review decisions made on workers compensation claims, including liability decisions.

The claim will be reviewed by an independent officer who will endeavour to provide you with a written decision within five (5) working days and will advise you if a longer timeframe is required (e.g. complex matters).

Please send your written request to:

Northern Territory
ntwcdispute@suncorp.com.au

Western Australia
wawcdispute@suncorp.com.au

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 services of 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 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:

Online: www.afca.org.au, by email: info@afca.org.au, by phone: 1800 931 678, or in writing at: Australian Financial Complaints Authority – GPO Box 3, Melbourne VIC 3001.

CTP or MAI Insurance Policies

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

State Insurance Regulatory Authority (SIRA)

Complaints in relation to an insurers product, services, staff:

Phone: 1300 656 919

Email: ctpassist@sira.nsw.gov.au

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

NSW CTP Insurance Claims

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

If you disagree with an insurers decision you can raise a dispute with the Personal Injury Commission here:

Website: www.pi.nsw.gov.au
Telephone: 1800 742 679
Email Address: help@pi.nsw.gov.au

Australian Capital Territory

ACT Motor Accident Injuries Commission

Website:
www.act.gov.au/maic

Post:
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.worksafe.act.gov.au
Ph: 13 22 81
Online: https://www.worksafe.act.gov.au

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

Further Information

For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.

GIO is a signatory to the General Insurance Code of Practice.

The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.

Find out more about the Life Insurance Code of Practice.

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.

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