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

If you experience a problem, are not satisfied with our products or services or a decision we have made, let us know so that we can help. Complaints can usually be resolved on the spot or within 5 business days.

Contact us:

By phone:
13 10 10

By email:
gioservice@gio.com.au

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 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:

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 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 of and the timeframe for responding to your complaint.

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:

By phone:
1800 931 678 (free call)

By email:
info@afca.org.au

In writing:
Australian Financial Complaints Authority,
GPO Box 3,
Melbourne VIC 3001

Online:
www.afca.org.au

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 insurer's product, services or 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

Disputes if you disagree with an insurer’s decision about your claim:

Website: www.sira.nsw.gov.au
Phone: 1800 34 77 88
Email: drsenquiries@sira.nsw.gov.au
Post: Level 19, 1 Oxford St, Sydney; DX10 SYDNEY
 

Australian Capital Territory

ACT Motor Accident Injuries Commission

Website:
https://apps.treasury.act.gov.au/maic/about-us/contact-us

Post:
Attention: 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.accesscanberra.act.gov.au/
Ph: 13 22 81
Online: https://www.accesscanberra.act.gov.au
/app/ask/


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
 

GIO is a signatory to the General Insurance Code of Practice

Complete the form below to send us a brief message and we’ll get back to you within 48 hours.

* = mandatory field

This is located on the top right hand corner of your policy certificate.

We usually respond by email, however there may be instances when we need to speak with you directly.

To cancel your policy, please call us on 13 10 10.

 

You can lodge your request to cancel at your nearest Access Canberra Service Centre.

 

Got a question?

Ask George, your GIO Virtual Assistant