How we will deal with a complaint

We value your feedback and we are commited to attempting to addressing any problems or complaints  you may have regarding the products and services we provide. To get your complaint resolved as quickly as possible we've outlined below the best way to get his done

Step 1. Let us know

If you would like to make a complaint, please let us know by contacting the team that you are dealing with  as they may be able to resolve the complaint for you. If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint. A response is usually provided to you within 5 business days. You can contact us:

By phone: 13 10 10

By email:

In writing: GIO, Reply Paid 3999, Sydney NSW 2001

Step 2. Review by our Customer Relations Team 

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the Customer Relations team for review or you  can contact them directly:

By phone: 1300 264 094

By Email:

In writing: Internal Dispute Resolution GIO, PO Box 14180, Melbourne City Mail Centre, VIC 8001

Online form: Privacy Contact Information

Customer Relations will attempt to contact you with a decision within 15 business days of receiving your complaint. If we require additional information we will contact you to discuss and agree with you on a reasonable alternative timeframe.

If we are unable to resolve your complaint within 45 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA), even if we are still considering it. The contact details for AFCA are set out below.

Step 3. Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if an issue has not been resolved to your satisfaction, you can lodge a complaint with either: 

The Australian Financial Complaints Authority (AFCA)

 AFCA provides fair and independent financial services complaint resolution that is free to consumers.


Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Any determination made by AFCA is binding upon us, provided you also accept the decision. You do not have to accept AFCA’s determination, in which case you have the option of seeking remedies elsewhere.

The Office of the Australian Information Commissioner (OAIC)

Privacy complaints must be made in writing to:

Office of the Australian Information Commissioner

GPO Box 5218


Phone: 1300 363 992

Fax: 02 9284 9666


Website: (online complaint form available)