Complaints & resolutions

What to do if you have a complaint

We understand that occasionally issues may arise and you may have a complaint. We take complaints seriously and have a process through which we seek to resolve them.

The complaints process and the times for each step is outlined below. We aim to work within these time frames and keep you informed of the progress of your complaint. In the unlikely event that your complaint isn't resolved within a maximum of 45 days, you may wish to access external review options such as the Australian Financial Complaints Authority (AFCA).

If your complaint is about CTP Insurance, see our CTP Insurance complaints process.

The first thing you should do is talk to one of our consultants or email us about your concerns. The consultant may be able to resolve the complaint for you. If not, they'll refer you to, or you may request to speak to a manager.

The consultant or manager will attempt to respond to your complaint as soon as possible. If they require more information, they'll aim to respond within 15 business days of receipt of your complaint.

If the manager cannot resolve your complaint, you may request the matter be referred to our customer relations area or you can choose to contact them via the following options:

  • Customer Relations will treat your complaint as a dispute and assign one of their staff members to conduct an independent review of the matter.
  • Customer Relations will contact you with a decision usually within 15 business days of receiving your dispute.

If you are unhappy with the decision, you may wish to seek an external review. Customer Relations will provide you with information on external review options. If you are not satisfied with our response, you may lodge a complaint:

With the Australian Financial Complaints Authority (AFCA) if lodged on or after 1 November 2018:

Time limits may apply to lodge a complaint with AFCA, as such you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

If you have special hearing or communication needs, we have the following options to assist you with lodging your complaint:

TTY Service
Please use TTY Service on 133 677 via the National Relay Service and ask for 133 233 (7am–10pm).

TTY Direct
Please use TTY Direct on 1300 768 361 for Hearing impaired service and ask for SGIC (11am–8pm, Mon–Fri).

Translated information
The customer complaints procedure has been translated into 5 common languages to assist people from non-English speaking backgrounds. You can view or download the Customer Complaints Procedure in the following languages:

If you require further assistance, please email us.