Feedback and complaints about us
Information about how to give us feedback or make a complaint about our service.
Your feedback is important to us. We value and appreciate receiving your compliments, suggestions or complaints. We use your feedback to improve our products, services and the way we communicate.
You can give us your feedback by phone, mail, online form or email.
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.
We appreciate receiving compliments
If you are satisfied with the service you have received from us, please let us know. It helps us to know that we are delivering our services effectively and provides us with an opportunity to recognise staff that provide high quality service. Your compliment will be recorded and referred to all relevant staff.
We welcome your suggestions
We see suggestions as an opportunity to improve the way we work. Your suggestions are valuable and will be considered as part of our ongoing activities to improve our services.
We value your complaints
If you think we have done something wrong, let us know. Complaints are an important way for us to be accountable for our activities and can help identify ways for us to improve our processes and the quality of our services. We are committed to providing a fair, timely and professional response to people who make a complaint.
How we handle complaints
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.
The Complaint Handling Policy outlines how SIRA can respond to a complaint or other information received in relation to the schemes we regulate or the services we provide.
The Managing Unreasonable Conduct by Customers and Stakeholders Policy outlines what action SIRA can take in the event our customers or stakeholders display inappropriate and unacceptable behaviour.
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:
Chief Executive
State Insurance Regulatory Authority
Locked Bag 2906
Lisarow NSW 2252
OR
NSW Ombudsman
Level 24
580 George Street
Sydney NSW 2000
Phone: (02) 9286 1000
Toll free: 1800 451 524 (Australia wide)
Web: https://www.ombo.nsw.gov.au/
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.
What if I want to remain 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.