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
Financial Ombudsman Service (FOS) Australia
FOS is available to those individuals who come within their terms of reference. FOS will advise you if they can assist you.
Phone: 1800 367 287 (free call)
Mail: Financial Ombudsman Service Limited
GPO Box 3 Melbourne VIC 3001
Motor Accidents Authority of NSW (MAA)
For complaints regarding NSW Compulsory Third Party (CTP) Personal Injury Insurance, contact the Motor Accidents Authority of NSW (MAA):
Complaints Contact Information
|Products/Division||Complaints||IDR (Internal Dispute Resolution)|
|Shannons & Shannons Auctions||Home
Motor Car Insurance
NSW CTP Insurance
|Ph: 13 46 46
Email: firstname.lastname@example.org Postal: write to your local Shannons branch
|Ph: 1300 240 664
Email: email@example.com Postal: PO Box 14180 Melbourne City Mail Centre Victoria 8001