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Complaints relating
to your privacy

If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

Step 1.  Let us know

If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you.  If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint.  A response is usually provided to you within 5 business days.  You can contact us by using the relevant Complaints contact in the Privacy Contact Information table below. 

Step 2.  Review by our Internal Dispute Resolution (IDR) Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly.  Should additional information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint.  You can contact the IDR Team by using the relevant contact in the Privacy Contact Information table below.

Step 3.  Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of an External Dispute Resolution Scheme. There are two schemes available:

Office of the Australian Information Commissioner (OAIC)

Complaints must be made in writing

Ph: 1300 363 992

Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001
www.oaic.gov.au

Financial Ombudsman Service
(FOS) Australia

FOS is available to those individuals who come within their terms of reference. FOS will advise you if they can assist you.

Ph: 1800 367 287 (free call)

Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001
www.fos.org.au

Privacy Contact Information

Products/Division

 

Home Building & CRC
Contents
Landlord
Strata Title Landlord
Fire & Theft Contents
Car
Caravan
Travel
Motorcycle

Complaints

 

Ph: 13 22 44

Email: aami@aami.com.au

Postal:
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

IDR
(Internal Dispute Resolution)
 

Ph: 1300 240 437

Email: idr@aami.com.au

Postal:
Internal Dispute Resolution
AAMI
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

Products/Division

 

Business Insurance
Public Liability Insurance
Market Stall Insurance
Commercial Property Insurance
Business@Home Insurance

Complaints

 

Ph: 13 22 44

Email: businessinsurance@aami.com.au

Postal:
AAMI Business Insurance
GPO Box 2470
Adelaide SA 5001

IDR
(Internal Dispute Resolution)
 

Ph: 1300 240 437

Email: idr@aami.com.au

Postal:
Internal Dispute Resolution
AAMI
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

Products/Division

 

CTP

Complaints

 

Ph: 13 22 44

Email: ctpclaimsnsw@suncorp.com.au

Postal:
AAMI CTP Claims
GPO Box 4091
Sydney NSW 2001

IDR
(Internal Dispute Resolution)
 

Ph: 1300 240 437

Email: idr@aami.com.au

Postal:
Internal Dispute Resolution
AAMI
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

Products/Division

 

Life Insurance
Income Protection
Accidental Death Insurance

Complaints

 

Ph: 13 22 44/1300 850 394

Email: aami@aami.com.au

Postal:
AAMI Life Customer Service
GPO Box 3950
Sydney, NSW, 2001

IDR
(Internal Dispute Resolution)
 

Ph: 1800 608 549

Email: apialife@apia.com.au

Postal:
AAMI Life Customer Service
GPO Box 3950
Sydney NSW 2001