​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 and if you are still not satisfied with our decision or the process, you may choose to refer your dispute to an external dispute resolution provider depending on the type of complaint being made. For matters that fall within the Code of Practice, you may refer your dispute to the Financial Ombudsman Service (FOS), an independent organisation that resolves disputes between consumers and financial service providers, via the details below:

Financial Ombudsman Service

Tel: 1800 367 287 (Free call)

Fax: (03) 9613 6399

Post: GPO Box 3, Melbourne VIC 3001

Website: www.fos.org.au.

CCI Insurance Complaints Booklet

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.