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Complaints about a breach of your privacy

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

Should you have a privacy complaint, please tell us because it gives us the opportunity to fix the problem. We offer a free internal complaint resolution scheme to all of our customers.

If you would like to make a complaint, please let us know by contacting Resilium Insurance Broking as they may be able to resolve the complaint for you. A response is usually provided to you within 5 business days.  You can contact us via:

By phone 1300 763 495
By post

Resilium Insurance Broking
GPO Box 5442
Sydney NSW 2001

By email broker@resiliumib.com.au

 

Step 2.  Review by our Customer Relations Team

If you’re not satisfied with the outcome, you can ask for the complaint to be referred to the Internal Customer Relations team or you can contact them directly:

By phone 1300 264 053
By fax 1300 316 047
By email idr@suncorp.com.au
In writing Customer Relations Suncorp Insurance
PO Box 14180
Melbourne City Mail Centre VIC 8001

Customer Relations aims to contact you with a decision within 15 business days of receiving your complaint. We may contact you for additional information and agree a reasonable alternative timeframe.

If your complaint isn’t resolved within 45 days, you can refer it to the Australian Financial Complaints Authority or The Office of the Australian Information Commissioner (OAIC), as per step 3, even if we’re still considering it.

 

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

By phone 1300 363 992
In writing

Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001 

By visiting www.oaic.gov.au

 

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.

By phone 1800 931 678 (free call)
By email info@afca.org.au
In writing

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

By visiting www.afca.org.au