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How to contact Suncorp with a complaint

Like the trusted partner we are, we’re here for you through the good times and the bad.

Simply get in touch and we’ll respond to any questions or complaints you have regarding our service or products.

If you do have a complaint, follow the process outlined below so we can resolve things as quickly and fairly as possible.

Let us know

Contact the department your complaint relates to. If they can’t resolve the issue, they’ll refer you to a manager or delegate who will usually respond within 5 business days.

You can contact us:

By phone:

13 11 55

In person:

Visit a branch

By email:

customer.relations@suncorp.com.au

In writing:

Suncorp Insurance, PO Box 1453, Brisbane QLD 4001

Review by our Internal Customer Relations Team

If you’re not satisfied with the outcome, you can ask for the complaint to be referred to the Internal Customer Relations team or you can contact them directly:

By phone:

1300 264 053

By fax:

1300 316 047

By email:

idr@suncorp.com.au

In writing:

Customer Relations Suncorp Insurance, PO Box 14180, Melbourne City Mail Centre, VIC, 8001

IDR aims to contact you with a decision within 15 business days of receiving your complaint. We may contact you for additional information and agree a reasonable alternative timeframe.

If your complaint isn’t resolved within 45 days, you can refer it to the Australian Financial Complaints Authority (AFCA), as per step 3, even if we’re still considering it.

Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

An AFCA determination is binding on us, provided you accept the determination. If you don’t, you have the option of seeking remedies elsewhere.

AFCA has authority to review certain complaints. Contact them to confirm if the can assist you.

You can contact AFCA: 

By phone:

1800 931 678 (free call)

By email:

info@afca.org.au

In writing:

Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Online:

www.afca.org.au

For Compulsory Third Party (CTP), you can contact the relevant state authority.

Queensland
Motor Accident Insurance Commission

Ph: 1300 302 568

Fax: +61 7 3220 6689

E: maic@maic.qld.gov.au

Post: Level 26, 1 William Street
GPO Box 2203
BRISBANE QLD 4001 Australia

Suncorp is a signatory to the General Insurance Code of Practice