Complaints Handling

If you have a complaint, we will make sure your concerns are addressed quickly and professionally.

Definition of complaint

CIA Consolidated Insurance Agencies Pty Ltd has adopted the definition of a complaint from ASO ISO 10002-2006 and ASIC RG 165:

‘A complaint is..
An expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.’

What should you do if you have a compliant?

You can contact us by using the details below:
The Technical and Compliance Officer
CIA Consolidated Insurance Agencies Pty Ltd
332, South Road, Hampton East.
3188 Victoria

Phone: 1300 446 787

CIA Internal Dispute Resolution will review your complaint and provide you with a decision within 21 business days, provided all necessary information has been received and investigation is complete.

If you are not satisfied with our response to your complaint, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA) for an independent review of your matter.

CIA Consolidated Insurance Agencies Pty Ltd is a member of AFCA.

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Phone: 1800 931 678

More information about AFCA is available at