Customer Feedback

Customer Feedback

We want to hear from you.

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.

Our complaints and dispute resolution process

TIO is proud of the quality service it provides to Territorians. TIO is also committed to maintaining our reputation as the leading provider of quality insurance products and services in the Territory.

Disputes are not an everyday occurrence, as our focus is on good customer outcomes.

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

If you have a complaint

If you have a complaint that relates to our products or services or the conduct of our representatives such as our employees, loss adjusters, repairers, investigators or collection agents, please contact us.

If you would like to discuss your complaint in a language other than English, find out more about our interpreter service.

Our complaints handling process varies depending on whether it relates to:

TIO Personal, Commercial and Business Insurance

Complaints related to your Home, Landlord, Car, Caravan, Travel or Business Insurance

Insurance Codes of Practice

Allianz Australia Insurance Limited trading as Territory Insurance Office is a subscriber to the General Insurance Code of Practice (Code) and supports its principles of honesty, efficiency, fairness, transparency and timeliness.

Introduced by the Insurance Council of Australia (ICA), the General Insurance Code of Practice (Code) sets out the standards that general insurers must meet when providing services to their customers. It also sets out timeframes for insurers to respond to claims, complaints and requests for information from customers.

What to do if you have a complaint

Our priority is to resolve your complaint as quickly and fairly as possible and to do this, it will be handled by a TIO team member with the appropriate authority, knowledge and experience to address the concerns you have raised.

We will keep you informed of the progress of your complaint at least every 10 business days (unless you agree on an alternative time frame).

While our aim is to provide you with a resolution to your complaint as soon as possible, if we are not able to make a decision or resolve your complaint within 45 days, then before this deadline passes we will let you know the reasons for the delay and about your right to take your complaint to Australian Financial Complaints Authority (AFCA).

Lodge a Complaint 

External Dispute Resolution

We’re part of an independent external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA). The scheme is for customers and third parties as allowed under its Rules. Its final determinations are binding on us.

For general insurance matters, you can take your Complaint to AFCA at any time, if you are unhappy with the complaint resolution, or if we do not resolve your Complaint within 45 Calendar Days after we first received your Complaint. This applies even if we are still considering your complaint/dispute.

AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits:

  • within 2 years of the date of our final response
  • within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.

A complaint or dispute can be lodged with the Australian Financial Complaints Authority (AFCA):
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001.

Visit AFCA website  

Vehicle Repairer

TIO is a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct which establishes standards of fair-trading in the relationship between TIO and Repairers.

Repairers can obtain more information on this Code via the website or by contacting the TIO Motor Assessing Manager on 131 846

TIO Workers Compensation

Open Feedback Form 

Complaints relating to Workers Compensation are managed as per the NT WorkSafe complaint standards guide.

Step 1

Contact the TIO team member you have been dealing with to discuss your concerns, or phone 8982 8333.

Let us know what the problem is and we will attempt to resolve it as quickly as possible.

Step 2

If the matter is not resolved to your satisfaction, you can make a request for your dispute to be referred for review – please submit a written request by emailing: ntwc.claims@tiofi.com.au

Please specifically reference your request for the decision to be reviewed.

Step 3

If at the conclusion of the review, 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:

Hand delivery:
NT WorkSafe
First floor
Darwin Plaza Building
41 Smith Street, The Mall
Darwin NT 0800

Post: Request for Mediation
GPO Box 3200
Darwin NT 0801

Email: mediationworksafe@nt.gov.au

Motor Accident Compensation Scheme

Administered by TIO

Open Feedback Form 

If you have received a Notice of Decision from TIO relating to your entitlements and benefits under the NT Motor Accidents (Compensation) Act that you do not agree with, there are a number of ways that you can seek a review.

Step 1

You can request to have a claim decision independently reviewed.

The review will be undertaken by a Senior Review Officer who has not been involved in the original decision or management of your claim.

An internal review is an optional step which can often resolve issues quickly. There is no cost for an internal review and TIO aims to complete these reviews within 30 working days.

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 send it by email to macreview@tiofi.com.au

Please note that applying for an internal review does not change the timeframes to apply for a Designated Person review (refer to Step 2), being 90 calendar days from the date of receipt of the notice of decision.

Download Request Form 
Step 2

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.

The Designated Person will not have been involved in the original decision or the management of your claim.

You must make a request within 90 calendar days of receipt of the original Notice of Decision or, if no notice was given, from when you became aware of the decision (note: the 90 day time limit cannot be extended even in the event an informal review is undertaken as outlined in step 1).

Within 30 working days of receipt of your request, the Designated Person will review the original decision and all relevant information and either change, overturn or uphold the decision. The Designated Person may ask you to provide additional information to assist them in the review process. In this case, the 30 working day time period can be extended to allow for this.

Download Review Form 
Step 3

If you remain unhappy with the outcome of the Designated Person review you may lodge an appeal to the Motor Accidents (Compensation) Appeal Tribunal under section 28E of the Motor Accidents (Compensation) Act.

You must lodge an appeal with the Tribunal within 28 calendar days from when you receive notice of the Designated Person’s decision or, if no notice was given, within 90 calendar days of you becoming aware of the 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.

Call NT Law Society 
Talk to a local
Our contact centre and claims teams live and work in the Territory, so we know Territory conditions.
Trusted since 1979
TIO was established in 1979 to offer Territorians a range of insurance options to choose from. We are as committed and passionate about the Northern Territory as you are.