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  • Existing customers: 131 436 | General Enquiries: 1300 092 969 – 9am to 5pm, M-F

How we will deal with a complaint

If you are not satisfied with our products or services or a decision made in relation to your insurance, please let us know so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

We will endeavour to resolve your complaint within the first 1 - 5 working days, although if we have not been able to resolve this within 15 working days, we can escalate this to Resilium’s Customer Relations team. A response will be provided to you within a maximum of 45 days from your original complaint.

If you wish to make a complaint about Resilium Insurance Broking (RIB) click here.

Step 1.  Let us know

Speak to your Resilium Adviser. Your Resilium Adviser will support you and will help resolve any concerns you may have.

If you would like to make a complaint about a Resilium Adviser please let us know by contacting us, see details shown below. The staff member will try to help you or will direct you to the right person who will work with you to try to resolve the complaint. Where the complaint cannot be resolved after 15 working days the complaint can be referred to Customer Relations for an impartial review.

By phone 1300 092 969
By email
By post Resilium
GPO Box 1387
Melbourne VIC 3001

Step 2.  Review by our Customer Relations Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the Customer Relations Team for review.

If we require additional information we will contact you to discuss. Customer Relations will usually contact you with a decision within 15 business days of receiving your complaint.

By phone 1800 689 762
By email
By post Reply Paid 1453
Customer Relations
Unit RE058
GPO Box 1453
Brisbane QLD 4001

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 the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

Any decision the AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.

You can contact AFCA:

By phone 1800 931 678 (free call)
By email
In writing Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
By visiting