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:
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
