How to contact us with a complaint
Let us know
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.
What accessibility options are available to me when making a complaint?
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.
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.
Review by our Customer Relations Team
CIL Customer Relations
PO Box 14180
Melbourne City Mail Centre VIC 8001
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.
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.
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 following external dispute resolution services.
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
Office of the Australian Information Commissioner (OAIC)
Privacy complaints must be made in writing.
Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001
02 9284 9666
www.oaic.gov.au (online complaint form available)
For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.
Reporting a claim
Unexpected problems can disrupt even the most solid travel plans. To ease the trouble, we’ll quickly cover lost or stolen items and lend an expert hand if repairs are required.
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