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 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.

Contact us:

By phone: 13 10 10

By email:

Complaints can usually be resolved on the spot or within 5 business days.

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 here.

Step 2. 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:

In writing: GIO Customer Relations Team, PO Box 14180,
Melbourne City Mail Centre,
VIC 8001

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.

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)