How to contact us with a complaint
We strive to avoid any situation that may result in a complaint from one of our valued customers. However, if you do have a complaint, please use the complaints process outlined below so that we can resolve the issue quickly and effectively.
Let us know
If you are not satisfied with our products or services, please contact the people who initially provided it. If they are unable to resolve the issue, please contact us by using the relevant Complaints contact in the Complaints Contact Information table below.
If you experience a problem, are not satisfied with how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, let us know so that we can help. Contact us using the relevant Complaints contact in the Complaints Contact Information table below.
In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.
What accessibility options are available to me when making a complaint?
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.
If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.
Further Information
For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.
Vero is a signatory to the General Insurance Code of Practice.
Review by our Customer Relations Team
If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist. You can contact the Customer Relations Team by using the relevant contact in the Complaints Contact Information table below:
Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.
We will provide you with an outcome within 30 calendar days from when we first received your complaint.
If you need more help on how to make a complaint you can access more information by reading the Vero Complaint Management Process.
Vero's Culture Principles - Managing Complaints
Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.
If you would like to learn more about our Culture Principles, you can access more information by reading the Vero Complaint Management Process.
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 following external dispute resolution services.
Australian Financial Complaints Authority (AFCA)
AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has authority to hear certain complaints.
Contact AFCA to confirm if they can assist you. You can contact AFCA:
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au
Australian Financial Complaints Authority - GPO Box 3, Melbourne VIC 3001
The Office of the Australian Information Commissioner (OAIC)
Privacy Complaint must be made in writing to:
Office of the Australian Information Commissioner - GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992
Fax: 02 9284 9666
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au (online complaint form available)
Vero is a signatory to the General Insurance Code of Practice.
