Customer Relations and Complaints

What accessibility options are available to me when making a complaint?

We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.

If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.

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.

Here is how you can contact our Customer Relations Team:

By Phone: 1300 240 664

By Email: idr@shannons.com.au

In Writing: Shannons Customer Relations, PO Box 14180, Melbourne City Mail Centre, VIC 3001

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 and the timeframe for responding to your complaint.

We will provide you with an outcome within 30 calendar days from when we first received your complaint.

If you need more help on how to make a complaint you can access more information here.

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 following external dispute resolution services.

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has authority to hear certain complaints.

Here is how you can contact AFCA and confirm if they can assist you.

By Phone: 1800 931 678 (free call)

By Email: info@afca.org.au

Online: www.afca.org.au

In Writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

Office of the Australian Information Commissioner (OAIC)

Privacy complaints must be made in writing

Here is how you can contact OAIC and confirm if they can assist you.

By Phone: 1300 363 992

By Fax: 02 9284 9666

By Email: enquiries@oaic.gov.au

Online: www.oaic.gov.au (online complaint form available)

In Writing: Office of the Australian Information Commissioner, GPO Box 5218, Sydney, NSW 2001

NSW Compulsory Third Party (CTP) Policies - State Insurance Regulatory Authority (SIRA)

Complaints in relation to an insurers product services, staff:

By Phone: 1300 656 919

By Email: ctpassist@sira.nsw.gov.au

In Writing: State Insurance Regulatory Authority, Level 6, McKell Building, 2-24 Rawson Place, Sydney, NSW 2000 or DX 1517 Sydney

NSW Compulsory Third Party (CTP) Claims - Independent Review Officer (IRO)

We are committed to resolve your complaint in a timely and fair manner. However, if you remain dissatisfied with our response you can lodge a complaint with the Independent Review Officer.

The Personal Injury Commission Act 2020 (PICA) provides for the Independent Review Officer (IRO) to deal with complaints from claimants about any acts or omission of an insurer that affects their entitlements, rights, or obligations under workers compensation and motor accident legislation. 

You can lodge a complaint by telephone, by email or through the IRO online form.

Independent Review Officer:

Phone: 13 94 76

Email: complaints@iro.nsw.gov.au

Website: Contact IRO

If you disagree with an insurers decision you can raise a dispute with the Personal Injury Commission here:

Website: www.pi.nsw.gov.au

Telephone: 1800 742 679

Email Address: help@pi.nsw.gov.au

Compulsory Third Party (CTP) Personal Injury Insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO (GIO).

Further Information

For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.

Shannons is a signatory to the General Insurance Code of Practice.

The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.