If you have concerns about your CTP claim, the first step is to raise this with the insurer. If your Claims Consultant can't resolve the issue, ask to speak with the State Claims Manager.

If you complain to your CTP Insurer, they will try to resolve your complaint within 10 business days. They will send you a final written response within 30 calendar days.

Dispute resolution options

If you disagree with a decision about your claim, you have dispute resolution options.

You can take part in Internal Dispute Resolution (IDR). A team at the insurer, who hasn't been involved in your claim, will review the decision. They will either agree with, or change, the insurer's initial decision.

You can also take part in conciliation. A third party (a 'conciliator') reviews the insurer's decision. The conciliator then arranges a meeting with you and the insurer to try and reach an agreement.

If you want to take part in IDR or conciliation, contact the insurer as soon as possible.

If you ask the insurer to take part in either of these options, the insurer will explain their processes fully to you. Both options are free.

Complaints to the CTP Regulator

If the insurer has not resolved your concerns, you can complain to the CTP Regulator.

We can review the insurer's actions to make sure they have complied with the Regulator Rules. We cannot make the insurer change a decision that you are unhappy with.

To lodge a complaint, submit an online form or contact the CTP Regulator.