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

 

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:

 

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), you can contact the relevant state authority:

New South Wales

State Insurance Regulatory Authority (SIRA)

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

Ph: 1300 656 919

E: 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 and insurer’s decision about your claim:

W: www.sira.nsw.gov.au

Ph: 1800 34 77 88

E: drsenquiries@sira.nsw.gov.au

Post: Level 19, 1 Oxford St, Sydney; DX10 SYDNEY

Australian Capital Territory

ACT Treasury CTP regulator

Post:

Attention: ACT Regulator

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

Tasmania

WorkCover Tasmania

Western Australia

WorkCover WA

Northern Territory

NT WorkSafe

Website: www.worksafe.nt.gov.au

Ph: 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.

 

Got a question?

Ask George, your GIO Virtual Assistant