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Complaints

What we do when you make a complaint

When you call TAL to make a complaint, the person who answers your call will aim to resolve your issue with you on the spot. If you are dissatisfied with the response you get at this time or require further information, you may request to speak to a manager.

When you write to or email us we aim to acknowledge all correspondence within 48 hours – if your matter is urgent please let us know.

If we need to investigate your complaint further, we aim to resolve it, or explain how we propose to resolve it, within five business days. We'll also ensure that you have the contact details of the person dealing with your complaint.

The industry standards allow up to 90 days to address superannuation complaints and up to 45 days for all other product and service related complaints. However, we will endeavour to resolve matters as soon as possible, depending on the complexity of the issues.

While your complaint is being investigated, we’ll provide updates of our progress so that you are aware of the status of your complaint.

External Dispute Resolution processes.

We understand at times we may not be able to resolve your complaint to your satisfaction. For complaints about sales of financial products or complaints about life insurance, income protection and our services contact:

Financial Ombudsman Service
Address: GPO Box 3, Melbourne, VIC 3001
Phone: 1300 78 08 08
Fax: 03 9613 6399
E-mail: info@fos.org.au
Website: www.fos.org.au

Note that the Financial Ombudsman Service (FOS) provides an independent dispute resolution service for financial services organisations.

For privacy related complaints contact:

The Office of the Australian Information Commissioner which you can contact by calling 1300 363 992, via their website at www.oaic.gov.au or by mail to the Office of the Australian Information Commissioner at GPO box 5218 Sydney NSW 2001

For unresolved complaints about superannuation funds contact:

Superannuation Complaints Tribunal
Address: Locked Bag 3060, GPO,
Melbourne, VIC 3001 Phone: 1300 78 08 08
Fax: 03 8635 5588
E-mail: info@sct.gov.au
Website: www.sct.gov.au

Do you need assistance to make a complaint?

  • If you are deaf or have a hearing or speech impairment you may like to use the National Relay Service http://relayservice.gov.au/
  • The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131450 – Please note there is a fee for this service.

Can someone else make a complaint on my behalf?

  • Yes. However, you will need to give us your verbal or written confirmation that you have authorised another person to pursue the complaint on your behalf.

Telemarketing calls

If you do not want to receive InsuranceLine telemarketing calls, please call us on 13 77 87 (8am - 6pm AEST, Monday to Friday, excluding public holidays). Or lodge a request via our on line complaint form.

Contact us online

Please complete the form below and your query will be forwarded to the appropriate business unit who will respond to you shortly.

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