Feedback
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
Website Feedback
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 internal dispute resolution process covers all TIO products and services including:
- Insurance contracts for any of the wide range of Personal (Home and Motor Vehicle), Commercial and Business Insurance products
- TIO Financial services such as Home Loans, Savings Accounts and Term Investments
- Claims under the Northern Territory Work Health Act 1986 and Motor Accidents (Compensation) Act 1979 only where the appeal provisions under the respective Acts do not apply
- Concerns as to privacy issues consistent with the Information Act
What to do if You Have a Complaint
Call us on 1300 301 833 or talk to the staff at your local branch, or the person dealing with your business. Let them know what the problem is and they may well be able to resolve it quickly. If you are not satisfied with the outcome then;
Your complaint will be referred to the Senior Manager responsible for that product or service. If the original decision is not changed to your satisfaction, you will be given the option to have your complaint further reviewed by the General Manager responsible for that product or service.
It may not be possible due to legislative restrictions (e.g. Work Health or Motor Accidents [Compensation] Act) for some matters to reach this stage.
Internal Dispute Resolution Process
The Complaints Officer reports separately and impartially to Senior Management on matters of internal dispute resolution.
- The dispute resolution process provides a link between the client and TIO to achieve joint resolution of a complaint in a timely and effective manner.
- The acknowledgement of your formal complaint or dispute will normally be issued within one working day.
- A formal response will generally be issued within three working days.
- The maximum time any one formal response will take, depending on its complexity, will be 15 working days. At all times TIO will endeavour to keep you informed as to the status of the issue and ensure that the response is issued as quickly as possible.
- Feedback to TIO Senior Management is a valuable way to help to improve TIO's products and procedures. We welcome your call and look forward to hearing from you if you have a problem or if you think TIO's service to you can be improved.
External Dispute Resolution Process
If TIO has not resolved the complaint to your satisfaction, then you can take your complaint to an external organisation which is completely independent of TIO.
At the time you are advised of our final decision you will be advised of your further options which may include referral to the Financial Ombudsman Service, the Financial Cooperative Dispute Resolution Scheme or the Privacy Commissioner.
These are independent schemes which adjudicate free of charge to you, however some small business type insurance claims may fall outside of these schemes but this will be advised at the time.
Financial Ombudsman Service
Telephone: 1300 78 08 08
Facsimile: (03) 9613 6399
Email: info@fos.org.au
Website: www.fos.org.au
Mail: GPO Box 3, Melbourne VIC 3001