Satisfying our customers with our product range and customer service is important to us and if there are ways in which we can improve, we'd love to hear from you.
Whilst dealing with us, you may have an idea or suggestion that can help us improve our service to you. We are committed to treating each customer as an individual and we value your thoughts on any issues concerning your relationship with us.
Suncorp Customer Advocate
We’re here to make a better today for our customers. That means doing the fair and ethical thing every time we interact with you.
To hold us accountable in this aspiration, Matthew Leslie is Suncorp’s Group Customer Advocate. Matthew and his team work across Suncorp to identify and act upon opportunities to better protect customers’ interests. On some occasions, Matthew reviews complex and sensitive complaints to ensure a quick resolution for our customers. These cases are referred internally through our Customer Relations Team. The Group Customer Advocate role delivers on a banking industry commitment, but also includes our insurance business as well – which is an industry first.
We are committed to providing outstanding customer service, products and facilities. If you believe that we have not delivered in any one particular area we would like to hear your comments.
Complaints are an important part of maintaining and improving our standards. If you have any complaints regarding service or products, please contact the people who provided your initial service. If your complaint is not resolved to your satisfaction or you do not wish to contact the people who provided your initial service, you can contact us using the following methods:
We hold membership with AFCA which is an ASIC approved External Dispute Resolution (EDR) Scheme. If your issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free for consumers.
- AFCA has authority to review certain complaints. AFCA can generally hear disputes about: banks and their related companies e.g. personal saving and cheque accounts, term deposits, credit and debit cards, home and personal loans, electronic banking, and some foreign currency services.
- general insurance companies e.g. covers home, transit and storage, motor and boat insurance claims.
- life insurance, superannuation, funds management, financial advice, investment advice and sales of financial or investment products.
- Superannuation Fund Trustee decisions.
Contact AFCA to confirm if they can assist you.
For more information go to www.afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Queensland Motor Accident Insurance Commission (MAIC)
For Compulsory Third Party (CTP), you can contact the relevant state authority:
Motor Accident Insurance Commission (MAIC)
Ph: 1300 302 568
Fax +61 7 3220 6689
Post: Level 26, 1 William Street
GPO Box 2203
BRISBANE QLD 4001 Australia