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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:

In writing:

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:

By phone:

1300 264 094

By fax:

1300 316 047

By email:

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 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: 

By phone:

1800 367 287

By Fax:

(03) 9613 6399

By email:

In writing:

Financial Ombudsman Service Limited, GPO Box 3, Melbourne VIC 3001


For consumer appeals regarding NSW Compulsory Third Party (CTP) Personal Injury Insurance, you can appeal to the Motor Accidents Authority of NSW (MAA).

GIO is a signatory to the General Insurance Code of Practice

Please complete this form and a consultant will aim to respond to your enquiry 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.


For TMF enquiries, please call our Client Services team:

Business hours: (02) 8121 3128
After hours: 1800 411 082