Complaints

 

Complaints Handling

If you have a complaint 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 use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

Step 1.  Let us know

If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you.  If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint.  A response is usually provided to you within 5 business days.  You can contact us by using the relevant Complaints contact in the Privacy Contact Information table below.

Step 2.  Review by our Internal Dispute Resolution (IDR) Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly.  Should additional information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint.  You can contact the IDR Team by using the relevant contact in the Privacy Contact Information table below.

Step 3.  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 services of an External Dispute Resolution Scheme. There are two schemes available:

 

Office of the Australian Information Commissioner (OAIC)

Complaints must be made in writing

1300 363 992

Director of Compliance

Office of the Australian

Information Commissioner

GPO Box 5218

Sydney NSW 2001

www.oaic.gov.au

Financial Ombudsman Service (FOS)

 

FOS is available to those individuals who come within their terms of reference. FOS will advise you if they can assist you.

1300 780 808

 Financial Ombudsman Service

 GPO Box 3

 Melbourne VIC 3001

 www.fos.org.au

 

Privacy Contact Information

Private Health Insurance Ombudsman (PHIO)

In the event that you are not satisfied with the outcome of your complaint, you can contact the Private Health Insurance Ombudsman (PHIO);

Phone: 1800 640 695

Fax: (02) 8235 8778

Email: info@phio.org.au

Mail: Suite 2, level 22, 580 George Street, Sydney NSW 2000

For more information about PHIO visit: phio.org.au

 

 

Business Name/Brand Name

Products/Division

Complaints

IDR

(Internal Dispute Resolution)

APIA

General Insurance (ex funeral and injury) and health insurance

Ph: 13 50 50

Email: customerservice@apia.com.au

Postal:
Apia

GPO Box 756

Melbourne Victoria 3001

Ph: 1300 240 531

Email: idr@apia.com.au

Postal:
Internal Dispute Resolution

APIA

PO Box 14180

Melbourne City Mail Centre

Victoria 8001

 

Funeral and Injury Insurance

Apia Funeral Insurance

Ph: 1800 608 549

Email: apialife@apia.com.au

Postal: Apia Life Customer Service

GPO Box 3950, Sydney NSW 2001

 

Apia Injury Support Plan

Ph: 1800 090 474

Email: apialife@apia.com.au

Postal: Apia Life Customer Service

GPO Box 3950 Sydney NSW 2001

 

Ph: 1800 608 549

Email: apialife@apia.com.au

Postal: Apia Life Customer Service

GPO Box 3950

Sydney  NSW  2001