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.
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:
By phone:
13 10 10
By fax:
1300 724 872
By email:
gioservice@gio.com.au
In writing:
GIO, Reply Paid 3999, Sydney NSW 2001
Language Services
If you are non-English speaking, you can use the Translating and Interpreting Service (TIS National) provided by the Australian Government to communicate with us. Find more information about TIS National.
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:
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
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 Australian Financial Complaints Authority (AFCA), 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.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
An AFCA determination is binding on us, provided you accept the determination. If you don’t, you have the option of seeking remedies elsewhere.
AFCA has authority to review certain complaints. Contact them 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:
For Workers Compensation in ACT, TAS, NT and WA, you can contact the relevant state authority:
GIO is a signatory to the General Insurance Code of Practice
