Complaints about SIRA

Feedback

You can give us your feedback by our online form or by:

Phone

Mail

State Insurance Regulatory Authority
Locked Bag 2906
Lisarow NSW 2252

Time frames

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

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

If you are not satisfied with our response

If you are not satisfied with our response to your complaint, contact the person you have been dealing with and request a review. Your complaint will then be escalated internally to an appropriate person for review and response.

If you are still not satisfied you may wish to contact the NSW Ombudsman

NSW Ombudsman
Level 24
580 George Street
Sydney NSW 2000

Phone: (02) 9286 1000
Toll free: 1800 451 524 (Australia wide)

The NSW Ombudsman will generally only get involved in issues if you have already tried to resolve your concerns directly with us.

Privacy

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.

Further information can be viewed on the Privacy page.

Remaining anonymous

Anonymous feedback can provide us with useful information that can lead to service improvements. This feedback will be registered and referred to the relevant area for review.

If you provide anonymous feedback, we will be unable to respond to you as you have not provided your name and contact details.