If you have a complaint about an Apia branded product, about how we collect, hold, use or disclose your personal information or about 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.
Language Services
If you are non-English speaking, you can use the Translating and Interpreting Service (TIS National) provided by the Australian Government to communicate with us. Find more information about TIS National here.
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 Complaints Contact Information table below
Home & Contents, Landlord, Car, Caravan, Travel, Motorcycle, Motorhome, Health,NSW CTP and ACT MAI Insurance
- Postal: Apia
GPO Box 756
Melbourne VIC 3001
Funeral and Injury Insurance
- Postal: Apia Life Customer Service
GPO Box 3950
Sydney NSW 2001
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 Complaints Contact Information table below
Home & Contents, Landlord, Car, Caravan, Travel, Motorcycle, Motorhome, Health, NSW CTP and ACT MAI Insurance
- Postal: Internal Dispute Resolution
Apia
PO Box 14180
Melbourne City Mail Centre
VIC 8001
Funeral and Injury Insurance
- Postal: Apia Life Customer Service
GPO Box 3950
Sydney NSW 2001
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 an External Dispute Resolution service. Depending on the nature of your complaint the following External Dispute Resolution services are available:
Australian Financial Complaints Authority (AFCA)
AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.
- Postal: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Private Health Insurance Ombudsman Service (PHIO)
In the event that you are not satisfied with the outcome of your complaint, you can contact the Private Health Insurance Ombudsman (PHIO)
For more information about PHIO visit: www.privatehealth.gov.au
- Postal: Private Health Insurance Ombudsman
Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601
NSW Compulsory Third Party (CTP)
New South Wales
State Insurance Regulatory Authority (SIRA)
Complaints in relation to an insurers product, services, staff:
- Post: State Insurance Regulatory Authority
Level 6, McKell Building
2-24 Rawson Place
Sydney NSW 2000
or DX 1517 Sydney
Disputes if you disagree with an insurer's decision about your claim:
- Post: Level 19, 1 Oxford St, Sydney; DX10 SYDNEY
Office of the Australian Information Commissioner (OAIC)
Privacy complaints must be made in writing
- Postal: Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001
ACT Motor Accident Injuries (MAI) Insurance
ACT Motor Accident Injuries (MAI) Commission
- Post: ACT Motor Accident Injuries Commission Chief Minister,
Treasury and Economic Development Directorate
GPO Box 158 Canberra ACT 2601