NSW CTP Complaints

If you can’t find what you need below, please call us on 13 46 46

If you experience a problem or aren’t satisfied with our products or services, let us know so that we can help.

Contact us:

By phone: 13 46 46

Online: Email form

In writing:
Shannons CTP Complaints
GPO BOX 4091
Sydney 2001

In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.

Do you need extra help to make a complaint?

We want to make it easy for you to make a complaint. Some people find written information hard to read or understand. That’s why we’ve created an Easy English Complaints Guide. It explains how to make a complaint and what will happen next.

If you require further assistance with making a complaint or understanding our complaints process, please visit Customers in need of extra support for more information.

Seek review by an external service

NSW Compulsory Third Party (CTP) Insurance Claims

Independent Review Officer (IRO)

We are committed to resolving your complaint in a timely and fair manner. However, if you remain dissatisfied with our response, you can lodge a complaint with the Independent Review Officer.

The Personal Injury Commission Act 2020 (PICA) provides for the Independent Review Officer to deal with complaints from claimants about any acts or omission of an insurer that affects their entitlements, rights, or obligations under workers compensation and motor accident legislation.

You can lodge a complaint by phone, email, or through the IRO online form.

Phone: 13 94 76

Email: complaints@iro.nsw.gov.au

Website: https://iro.nsw.gov.au/contact-us

Personal Injury Commission

If you disagree with an insurer’s decision you can raise a dispute with the Personal Injury Commission via:

Website: www.pi.nsw.gov.au

Phone: 1800 742 679

Email: help@pi.nsw.gov.au

NSW Compulsory Third Party (CTP) Insurance Policies

State Insurance Regulatory Authority (SIRA)

Complaints in relation to an insurer’s product, services or staff:

Phone: 1300 656 919

Email: ctpassist@sira.nsw.gov.au

Website: www.sira.nsw.gov.au

Post:
State Insurance Regulatory Authority
Level 6, McKell Building
2-24 Rawson Place
Sydney NSW 2000
or DX 1517 Sydney

Compulsory Third Party (CTP) Personal Injury Insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO (GIO).

Further information

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