If you experience a problem, are not satisfied with our products or services, 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 let us know so that we can help. Contact us:
1800 112 481
PO BOX 384, Gosford NSW 2250
In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.
If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist. Here’s how to contact our Customer Relations Team:
1300 240 787
CIL Customer Relations - PO Box 14180, Melbourne City Mail Centre VIC 3001
Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.
We will provide you with an outcome within 30 calendar days from when we first received your complaint.
If you need more help on how to make a complaint you can access more information here.
CIL's Culture Principles - Managing Complaints
Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.
If you would like to learn more about our Culture Principles, you can access more information here.
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the following external dispute resolution services.
The Australian Financial Complaints Authority (AFCA)
AFCA provides fair and independent financial services complaint resolution that is free to consumers and small businesses. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has the authority to hear certain complaints. Here is how you can contact AFCA and confirm if they can assist you.
1800 931 678 (free call)
Australian Financial Complaints Authority - GPO Box 3, Melbourne VIC 3001
The Office of the Australian Information Commissioner (OAIC)
Privacy Complaint must be made in writing to:
Office of the Australian Information Commissioner - GPO Box 5218, Sydney NSW 2001
1300 363 992
02 9284 9666
www.oaic.gov.au (online complaint form available)
What accessibility options are available to me?
We want you to be able to make a complaint as easy as possible. If you require further assistance with making a complaint or understanding our complaints process please visit our Customers In Need Of Extra Support page for more information.
CIL is a signatory to the General Insurance Code of Practice.