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Complaints lodged with CTP Insurers
Each CTP Insurer has their own complaint and dispute management systems in place that are designed to resolve any issues with CTP claims.
If your complaint or dispute relates to a CTP claim currently being managed by one of the four CTP Insurers, the first step you can take is to ask the CTP Insurer to review your claim. This includes review by the Insurer’s State Claims Manager. View the CTP Insurers’ contact details.
The CTP Insurer must endeavour to resolve all complaints within 10 business days of receiving the complaint and they must provide a final written response to you within 30 calendar days.
If you disagree with a determination made by a CTP Insurer, you may ask to have that decision referred to the insurer’s Internal Dispute Resolution (IDR) process. The CTP Insurer must fully explain their IDR process to you.
If you disagree with a determination made by a CTP Insurer and ask them to conciliate the dispute within 30 days of the determination being made, the insurer must agree to conciliate the dispute with a Conciliator. The insurer must arrange this within 30 days of your request being made.
Our “Complaints and disputes” fact sheet is available to download. Or you can contact the claims consultant managing your claim for further assistance.
Complaints lodged with the Regulator
If you are not satisfied with the CTP Insurer’s complaint and dispute management process, you can contact the CTP Regulator Enquiries Line on 1300 303 558 or submit a formal complaint. The CTP Regulator endeavours to respond to all complaints within 10 working days.
You are also entitled to seek legal advice.
Ombudsman SA - General Enquiries
If you have lodged a complaint with the CTP Regulator and you are not satisfied with the response you receive, you can contact Ombudsman SA for further advice:
Telephone: (08) 8226 8699
Toll free: 1800 182 150 (outside the metropolitan area only)
Facsimile: (08) 8226 8602
Street address: Level 5, Westpac House, 91 King William Street, Adelaide SA 5000
Postal address: PO Box 3651, Rundle Mall SA 5000 (please address all correspondence to the postal address)
Office of the Australian Information Commissioner
The Privacy Act 1988 has strict rules about how an organisation or agency handles your personal information. The CTP Insurers are subject to the Commonwealth privacy laws. If you think a CTP Insurer has mishandled your personal information, you can lodge a complaint with the Australian Privacy Commissioner for free. For more information on when and how you can lodge a complaint visit https://www.oaic.gov.au/privacy/privacy-complaints/