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Complaint handling policy

Last updated: 10 April 2024

We value complaints as they help us to improve our products, services and customer service.

CHOICE is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they’re dissatisfied and we treat all customers making a complaint equally.

Definition of a complaint

Complaints are defined as any expression of dissatisfaction or grievance made to CHOICE staff by a customer or member of the public in relation to our business, our products, our services, or our staff.

Ways to make a complaint?

  • Completing the contact form on our website
  • Telephoning us on 1800 069 552 or (02) 9577 3399
  • Writing to us at:
  • CHOICE Customer ServiceReply Paid 63261 MARRICKVILLE NSW 2204

  • By emailing us at

What information to provide

To help us investigate your complaint quickly and efficiently, we will ask you for the following information:

  • Your name and contact details
  • The nature of the complaint
  • Details of any steps you have already taken to resolve the complaint
  • Details of conversations you may have had with us that may be relevant to your complaint
  • Copies of any documentation which supports your complaint

What happens to your information

We record all verbal or written complaints. This assists our management team to monitor feedback to identify ongoing trends and continuously improve our processes and service.

Your personal details and information about your complaint will not be divulged to third parties unless we have written consent. All of your private information is held confidentially and in accordance with our privacy policy.

What happens to your complaint

We’re committed to responding to your needs and resolving your complaint as quickly as possible.

We’ll acknowledge we’ve received a complaint within one business day, and will strive to resolve all complaints within five business days.

Wherever possible, we aim to resolve your complaint at the first point of contact, with as little formality as possible.

If we're unable to resolve your complaint immediately, we'll give you a timeframe, a contact person and details of our complaint handling process. We may need to contact you to clarify details or request additional information, where necessary.

General insurance complaints timeline

The general advice provided on our home and contents, car, pet and travel insurance comparisons is provided by CHOICE subsidiary ACA Insights. 

If we can't resolve a complaint related to these products within five days, we'll provide a final response to your complaint within 30 days. Except where there is no reasonable opportunity for us to respond, because the complaint is particularly complex, or because of circumstances beyond our control. 

If we can't provide a response within 30 days, we'll write to you with the reasons for our delay in resolving the complaint.

How we keep you updated

We'll make contact regularly to update you on the progress of your complaint, especially if there are any delays or changes to what we have previously communicated.

We'll also give you feedback on any changes to our products, services or processes that occur as a result of your complaint.

Where appropriate, after we resolve your complaint, we may contact you at a later date to seek your feedback on how it was handled.

If you're unhappy with our complaint resolution

If your complaint can’t be resolved by the usual complaint process, it will be referred to CHOICE management. We’ll let you know that and provide an amended timeframe for resolution.

If we’re still unable to resolve the complaint to your satisfaction, we’ll provide you with information about how you can take further action.

General insurance complaints escalation 

For complaints about home and contents, car, pet and travel insurance comparisons: if you're dissatisfied with our response to your complaint, or your complaint hasn't been resolved within 30 days, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA can be contacted at: 

Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001 

Telephone: 1800 931 678 



Do you review your complaint handling policy and procedures?

CHOICE is committed to continuous improvement and we review this policy and process regularly and update it as required.