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: email@example.com
Complaints can usually be resolved on the spot or within 5 business days.
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 here.
By phone: 1300 264 094
By Email: firstname.lastname@example.org
In writing: GIO Customer Relations Team, PO Box 14180,
Melbourne City Mail Centre,
Online form: Privacy Contact Information
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.
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)