CALL 13 13 26

Complaints

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:

Phone:  13 13 26

Email:   contactus@justcarinsurance.com.au

Post:                       
Just Car Insurance
GPO Box 4663
Melbourne VIC 3001
 

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:

Phone: 1300 241 294

Email:   idr@justcarinsurance.com.au

Post:                       
Internal Dispute Resolution
Just Car Insurance
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)

 

Complaints must be made in writing

1300 363 992

Director of Compliance 
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001
www.oaic.gov.au

 

Financial Ombudsman Service (FOS) Australia Limited


 

FOS is available to those individuals who come within their terms of reference. FOS will advise you if they can assist you.

1800 367 287 (free call)

Financial Ombudsman Service Limited
GPO Box 3
 Melbourne VIC 3000
www.fos.org.au