Feedback and Complaints
At TIO we are always looking for ways to improve our products and services, that's why we value the feedback we receive from our customers and clients.
If you would like to provide any suggestions, compliments or complaints please contact us in the following ways:
- Call us on 1300 301 833 during business hours
- Visit your nearest TIO branch
- Submit an online feedback form
Got any comments or suggestions about our website? Let us know by completing the online website feedback form. We are always looking for ways to improve our online services.
Complaints and Dispute Resolution
If you find reason to be dissatisfied with any of TIO's products or services we need to know so the problem can be addressed. TIO has in place an internal dispute resolution process designed to deal promptly and fairly with complaints that are not able to be resolved satisfactorily by the TIO Officer dealing with them.
What is the Origin of Your Complaint?
The complaints process covers all TIO products and services including:
- Insurance contracts for any of the wide range of Personal (Home and Car), Commercial and Business Insurance products.
- TIO Banking services such as Loans, Savings Accounts and Term Investments.
- Claims under the Workers Rehabilitation and Compensation Act 1988 and the Motor Accidents (Compensation) Act 1979 only where the appeal provisions under the Acts do not apply.
- Concerns as to privacy issues consistent with the Information Act 2002.
What to do if you have a complaint:
Call TIO on 1300 301 833, visit tiofi.com.au or your local TIO Branch. Let TIO know what the problem is and we may be able to resolve it on the spot.
If you are not satisfied with the response, then;
Advise the Officer you have been dealing with that you are not satisfied and the nature of your complaint and state how you would like the matter resolved. Your complaint will be referred to the Senior Manager responsible for that product or service.
A formal response will generally be issued within 3 days. Should the matter still not be resolved to your satisfaction, then;
Have your complaint reviewed by TIO's Complaints Officer.
The TIO Complaints Officer will respond to you within 3 days and will gather all the relevant information. In most cases a decision will be given within 15 working days.
Please note that the TIO Complaints Officer reports separately and impartially to Senior Managers on matters relating to complaints and customer feedback.
The Complaints Officer's decision will usually be considered final. If you are not satisfied with the outcome, you will be advised of your further options for External Dispute Resolution which may include referral to the Financial Ombudsman Service.
This is an independent scheme which adjudicates free of charge to you. Some complaints fall outside the cover of this scheme and should this be the case with your complaint, you will be advised at the time.
The FOS provides a free service and may be contacted by:
Mail: GPO Box 3, Melbourne VIC 3001
Telephone: 1300 78 08 08
Facsimile: (03) 9613 6399
If you want more information on the FOS, please visit their website.
Note that the FOS does not cover Motor Accident Compensation and Workers Compensation claims.