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

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:


1800 112 481
CIL Insurance
GPO Box 1831
Brisbane QLD 4001

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:


1300 240 787
Internal Dispute Resolution
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

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)
Privacy complaints must be made in writing

Ph: 1300 363 992

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

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.

Ph: 1800 931 678 (free call)


Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001


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