If you have a complaint about a Shannons branded product, about how we collect, 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.
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 Complaints Contacts listed 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 Complaints 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 an External Dispute Resolution service. Depending on the nature of your complaint, the following External Dispute Resolution services are available:
Office of the Australian Information Commissioner (OAIC)
Privacy complaints must be made in writing
Phone: 1300 363 992
Mail: Director of Compliance
Office of the Australian Information Commissioner
GPO Box 5218 Sydney NSW 2001
Web: 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.
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
Web: www.afca.org.au
Compulsory Third Party (CTP)
New South Wales
State Insurance Regulatory Authority (SIRA)
Complaints in relation to an insurers product, services, staff:
Phone: 1300 656 919
Email: ctpassist@sira.nsw.gov.au
Mail: State Insurance Regulatory Authority,
Level 6, McKell Building
2-24 Rawson Place Sydney NSW 2000
or DX 1517 Sydney
Disputes if you disagree with and insurer's decision about your claim:
Web: www.sira.nsw.gov.au
Phone: 1800 34 77 88
Email: drsenquiries@sira.nsw.gov.au
Mail: Level 19, 1 Oxford St, Sydney; DX10 Sydney
Complaints Contact Information
| Business Name/ Brand Name |
Products/Division | Complaints | IDR (Internal Dispute Resolution) |
 |
|||
| Shannons & Shannons Auctions | Home Motor Car Insurance Bike Insurance NSW CTP Insurance |
Ph: 13 46 46
Email: enquiries@shannons.com.au Postal: write to your local Shannons branch |
Ph: 1300 240 664 Email: idr@shannons.com.au Postal: PO Box 14180 Melbourne City Mail Centre Victoria 8001 |