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
Have you attempted to resolve the complaint with your insurer first?
If not, please find the complaint contact details for insurers below:
| Insurer | Contact |
|---|---|
| AAMI |
|
| Allianz |
|
| GIO |
|
| NRMA |
|
| QBE |
|
| Youi |
|
If you are an injured person and have been unable to resolve a complaint with the insurer directly in the first instance, please get in touch with the Independent Review Office (IRO):
- Phone: 13 94 76
- Email: [email protected]
If you would like to dispute a decision made by an insurer, please have a look at the disputes page.
For all enquiries relating to lodging a CTP claim, general advice about entitlements and support, and for all other complaints from other stakeholders (e.g. providers, employers) please get in touch with the SIRA CTP Assist Team:
- Phone: 1300 656 919 Monday to Friday, 8:30 am till 5:00 pm
- Email: [email protected]
- Online: fill out the general enquiry form
Contact details for workers compensation complaints
The Independent Review Office (IRO) helps injured people resolve claim complaints about Workers Compensation and CTP insurers and assists with enquiries about the workers compensation scheme. If you have a complaint about your Workers Compensation or CTP insurer which you have been unable to resolve with them in the first instance – please get in touch with IRO:
- Phone: 13 94 76
- Email: [email protected]
How to make a complaint
You can make a complaint by phone, in writing or email:
- Phone: 13 94 76
- Email: [email protected]
If you are a worker and have an unresolved enquiry or complaint relating to the insurer, please contact the Independent Review Office (IRO) on
- Phone: 13 94 76
- Email: [email protected]
If you are a worker and would like to dispute an insurers decision, please have a look at our disputes page.
- Phone: 13 10 50
- Email: [email protected]
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: [email protected]
Contact details for home building compensation complaints
- Phone: 13 10 50
- Email: [email protected]
- Online: fill out the online enquiry form
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 between 8:30 am and 5:00 pm Monday - Friday by calling and asking for the relevant number listed above.
What if I am still unsure of who to speak to?
If you need advice about what options are available to you to resolve your complaint you can contact us.
How SIRA handles complaints
SIRA manages complaints about Workers Compensation legislation, employers, service providers and insurers (if the complaint is made by a service provider or an employer) and complaints about CTP legislation or providers. Some of these 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.