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 Financial Ombudsman Service (FOS) Australia, even if we are still considering it. The contact details for FOS 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 you remain dissatisfied, you may be able to access the services of the Financial Ombudsman Service (FOS) Australia. FOS Australia is an independent external dispute resolution scheme and their service is free to you. Any determination made by FOS is binding upon us, provided you also accept the decision. You do not have to accept FOS Australia’s determination, in which case you have the option of seeking remedies elsewhere.
FOS Australia is available to customers who fall within their terms of reference. FOS Australia will advise if they can help you.
You can contact FOS Australia:
By phone: 1800 367 287
By Fax: (03) 9613 6399
By email: firstname.lastname@example.org
In writing: Financial Ombudsman Service Limited, GPO Box 3, Melbourne VIC 3001
By visiting: www.fos.org.au