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
By phone: 13 10 10
By email: firstname.lastname@example.org
In writing: GIO, Reply Paid 3999, Sydney NSW 2001
By phone: 1300 264 094
By Email: email@example.com
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.
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)
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.
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: www.oaic.gov.au (online complaint form available)