Let us know if you’ve had a great conversation, or one of our team members has helped you, or that our products suited your situation, or even that the claims process was easier than you thought.
Likewise, let us know if you have any suggestions or general feedback about what we could do better. The feedback you provide helps us review and improve our products and services.
TIO is proud of the quality service it provides to Territorians. TIO is also committed to being the leading provider of quality insurance products and services in the Territory.
Disputes are not an everyday occurrence, as our aim is to get the right outcome for our customers.
We strive to do things the right way and keep our customers happy.
Sometimes though, disputes do occur and when this happens we look to resolve the issue as quickly as possible in accordance with our complaints and dispute resolution procedures.
To find out more about our process view the Complaints and Dispute Resolution Brochure
Regardless of whether the complaint involves our products or services or the conduct of our representatives such as our employees, loss adjusters, loss assessors, investigators, collection agents or claims team, please submit your complaint here.
Our complaints handling process varies depending on whether it relates to:
Contact the TIO team member you have been dealing with or TIO’s contact centre on 131 846 or submit your complaint online.
Let us know what the problem is and we will attempt to resolve it as quickly as possible.
If we are unable to resolve your problem immediately, the matter will be referred to the relevant Senior Manager.
We will endeavour to respond to your complaint within 15 business days.
If we cannot respond to your complaint within that period, because further information or investigation is required, we will seek to agree on a reasonable alternative timeframe with you. We will keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.
Either way, we’ll let you know what’s happening.
If the matter is not resolved to your satisfaction or we cannot agree to an alternate timeframe, you may have your complaint reviewed by an independent panel as part of TIO’s Internal Dispute Resolution process (IDR).
We will endeavour to respond to your complaint at this stage within 15 business days.
If we cannot respond within this period, because further information or investigation is required, we will seek to agree on a reasonable alternative timeframe with you.
We will keep you informed of the progress of our review of your complaint at least every 10 business days.
If at the conclusion of the Internal Dispute Resolution process (IDR), you are not satisfied with our decision or we have not resolved your complaint to your satisfaction within 45 days, you may lodge a complaint with an external dispute resolution (EDR) scheme which is independent and free to you (subject to its relevant terms and rules). This applies even if we are still considering your complaint.
The EDR scheme’s final determinations are binding on us.
We will advise you of the timeframe in which you must lodge your complaint/dispute with the EDR scheme.
A complaint or dispute can be lodged with the Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678
As a signatory to the General Insurance Code of Practice TIO support the standards set out in the Code. The General Insurance Code of Practice was developed by the Insurance Council of Australia to further raise standards of practice and service across the insurance industry.
You can obtain more information on the Code of Practice and how it assists you by contacting us directly on 131 846 or alternatively by visiting the Insurance Council of Australia Limited website.
Complaints are managed as per the NT WorkCover compliant standards guide.
Contact the TIO team member you have been dealing with to discuss your concerns, or phone 8982 8333.
Let TIO know what the problem is and we will attempt to resolve it as quickly as possible.
If the matter is not resolved to your satisfaction, you can request for your dispute to be referred for review – please put your response in writing and email: email@example.com
Please specifically reference your request for the decision to be reviewed.
If at the conclusion, you wish to take the matter further, you can apply to NT WorkSafe to have the dispute referred to mediation by completing an 'application for mediation form'.
Requests for mediation must be in writing and provided to NT WorkSafe by:
Ground floor, Building 3
Darwin Corporate Park
631 Stuart Highway, Berrimah
Request for Mediation
GPO Box 3200
Darwin NT 0801
If you have received a Notice of Decision from TIO relating to your entitlements and benefits under the Motor Accidents (Compensation) (“MAC”) Act that you do not agree with, there are a number of ways that you can seek a review.
You can request to a have a claim independently reviewed. The review is undertaken independently by a member of the Technical Service Team who has not been involved in the original decision or management of your claim.
All available information will be considered, as well as any new information provided by you.
To request an Internal Review complete the internal review form and return to your TIO MAC Claims Officer.
If you are not happy with the outcome of an internal review, or you do not wish to ask for an internal review, you can apply for a “Designated Person” review.
This is a formal review under the Motor Accidents (Compensation) Act. A “Designated Person” is a person qualified to conduct an independent review of a claims decision.
You must make a request within 90 days of receipts of the original Notice of Decision, or if no notice was given, from when you became aware of the decision.
If you remain unhappy with the outcome from the Designated Person review you may lodge an appeal to Motor Accidents (Compensation) Appeal Tribunal under section 28E of the Motor Accidents (Compensation) Act.
You must lodge an appeal with the Tribunal within 28 days from when you receive the Designated Person’s decision. If you do not appeal within this timeframe you may not be able to have the decision reviewed by the Motor Accidents (Compensation) Appeal Tribunal.
There may be legal costs associated with a Tribunal Appeal and you should consider seeking legal advice on both the process and the possible costs.
The NT Law Society will be able to provide you with legal practitioners who are qualified to provide legal advice on your Motor Accident (Compensation) claim.
They can be contacted on 08 8981 5104