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