Let us know
If you experience a problem, are not satisfied with our products or services, about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please let us know so that we can help. Contact us by using the relevant Complaints contact in the Complaints Contact Information table below:
Home & Contents, Landlord, Car, Caravan, Travel, Motorcycle, Motorhome, Health, NSW CTP and ACT MAI Insurance
- Postal: Apia
GPO Box 756
Melbourne VIC 3001
Funeral and Injury Insurance
- Postal: Apia Life Customer Service
GPO Box 68
Sydney NSW 2001
Find out more about our Complaints Handing Process here.
In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.
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. You can contact Customer Relations Team by using the relevant contact in the Complaints Contact Information table below:
Home & Contents, Landlord, Car, Caravan, Travel, Motorcycle, Motorhome, Health, NSW CTP and ACT MAI Insurance
- Postal: Customer Relations
Apia
PO Box 14180
Melbourne City Mail Centre
VIC 8001
Funeral and Injury Insurance
- Postal: Apia Life Customer Service
GPO Box 68
Sydney NSW 2001
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.
Apia's Culture Principles - Managing Complaints
Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.
If you would like to learn more about our Culture Principles, 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. Contact AFCA to confirm if they can assist you. You can contact AFCA:
- Postal: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Private Health Insurance Ombudsman Service (PHIO)
In the event that you are not satisfied with the outcome of your complaint, you can contact the Private Health Insurance Ombudsman (PHIO)
For more information about PHIO visit: www.privatehealth.gov.au
- Postal: Private Health Insurance Ombudsman
Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601
NSW Compulsory Third Party (CTP) Policies
State Insurance Regulatory Authority (SIRA)
Complaints in relation to an insurers product, services, staff:
- Post: State Insurance Regulatory Authority
Level 6, McKell Building
2-24 Rawson Place
Sydney NSW 2000
or DX 1517 Sydney
Office of the Australian Information Commissioner (OAIC)
Privacy complaints must be made in writing
- Postal: Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001
ACT Motor Accident Injuries (MAI) Insurance
ACT Motor Accident Injuries (MAI) Commission
- Post: ACT Motor Accident Injuries Commission Chief Minister,
Treasury and Economic Development Directorate
GPO Box 158 Canberra ACT 2601
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.
If you disagree with an insurers decision you can raise a dispute with the Personal Injury Commission here:
CTP Green Slip insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO. Australian Pensioners Insurance Agency Pty Limited ABN 14 099 650 996 (Apia) acts as an agent and authorised representative of GIO.
