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Complaints about insurers

SIRA is responsible for regulating insurers across workers compensation, CTP and home building. We can assess, review and attempt to resolve a complaint.

We can also assist with motor accident disputes - where there is disagreement between a claimant and an insurer about an insurer’s decision.

If you need advice about what options are available to you to resolve your complaint or dispute you can contact us.

How to make a complaint

You can make a complaint by phone, in writing or email:

Contact details for motor accident complaints and feedback

Contact details for workers compensation complaints and feedback

If you are a worker and have an unresolved enquiry or complaint relating to the insurer, please contact the Workers Compensation Independent Review Office on

If you are worker with a complaint about your employer or provider (i.e. treatment provider), please contact SIRA on

  • Phone: 13 10 50
  • Email: contact@sira.nsw.gov.au

If you are an employer or other provider and have an unresolved enquiry or complaint relating to the insurer, please contact SIRA on

  • Phone: 13 10 50
  • Email: contact@sira.nsw.gov.au

Numbers to call if you have a speech or hearing impairment, or need an interpreter

If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service; just ask for the relevant number listed above.

If you need an interpreter, you can contact us through TIS National by calling 13 14 50 and asking for the relevant number listed above.

How we handle complaints about insurers

Some complaints can be resolved quickly. However, for those needing more time, we will acknowledge receipt of your complaint and provide contact details of the person handling your complaint within two (2) working days.

We aim to respond to complaints within 20 working days unless it involves a complex matter or requires specialist investigation. If this is the case, we will contact you to give you progress updates so that you know what is happening. You can also contact us to check the progress of your complaint.

What if I want to remain anonymous?

Although we won’t be able to respond to you, anonymous feedback can provide us with useful information that can lead to improvements. This feedback will be registered and referred to the relevant area for review.

A response can only be given where you have provided your contact information. At times, we may need to contact you to seek further information, which will not be possible if your feedback is made anonymously.

What if I am still not satisfied?

If you are still not satisfied with the outcome, please let us know and we will organise to carry out a review of your complaint.

You can do this by contacting the person you have been dealing with and making this request. Your complaint will then be escalated internally to an appropriate person for review and response.

You can also provide feedback to us about how your complaint was handled.

What will happen to any information I give you?

To investigate and help resolve your complaint we may need to give your details to third parties (such as your insurer). We will seek your permission before we do this. If you don’t want us to do this or are concerned about how your personal information has been managed, please let us know.

Further information regarding the privacy of your information can be viewed on the Privacy page.