Complaints
Stage One
If you're dissatisfied with our service and wish to make a complaint, you can:
Contact us via our online form or,
Write to us at:
Complaints Officer
Catholic Church Insurance Limited
GPO Box 180
Melbourne, VIC 3001
Call 1300 655 001 EST 8:30am to 5:00pm, Monday to Friday.
We will endeavour to respond to your complaint fairly, transparently and in a timely manner. We are committed to:
Acknowledging receipt of your complaint within five business days (applicable to complaints that fall under the General Insurance Code of Practice), and
Once we have received all the necessary information, responding to your complaint within 15 business days. CCI will deal with complaints concerning privacy issues and workers compensation issues in accordance with our Privacy Policy and the relevant workers compensation state regulations.
Stage Two
If you have made a complaint through Stage One and are still not satisfied with our response, you may request that your complaint is reviewed by our Internal Disputes Resolution Committee (IDRC) to make a final decision on behalf of CCI.
Once your dispute has been reviewed by the IDRC, if you are still not satisfied with our decision or the process you may choose to refer your dispute to the Australian Financial Complaints Authority (AFCA), an independent organisation that resolves disputes between consumers and financial service providers, via the details below:
GPO Box 3
Melbourne VIC 3001
Tel: 1800 931 678
Website: www.afca.org.au
General Insurance Code of Practice
CCI will deal with complaints concerning privacy issues and workers compensation issues in accordance with our Privacy Policy and the relevant workers compensation state regulations.
