Complaints Handling

If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.
 

Step 1.  Let us know

If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you.  If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint.  A response is usually provided to you within 5 business days.  You can contact us by using the relevant Complaints contact in the Privacy Contact Information table below. 
 

Step 2.  Review by our Internal Dispute Resolution (IDR) Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly.  Should additional information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint.  You can contact the IDR Team by using the relevant contact in the Privacy Contact Information table below.
 

Step 3.  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 services of an External Dispute Resolution Scheme. There are two schemes available:

 

Office of the Australian Information Commissioner (OAIC)
Complaints must be made in writing

  • 1300 363 992

  • Director of Compliance
    Office of the Australian
    Information Commissioner
    GPO Box 5218
    Sydney NSW 2001

  • www.oaic.gov.au

Financial Ombudsman Service (FOS)
FOS is available to those individuals who come within their terms of reference. FOS will advise you if they can assist you.
 

  • 1800 367 287

  • Financial Ombudsman Service Limited
    GPO Box 3
    Melbourne VIC 3001 Australia

  • www.fos.org.au

 

Privacy Contact Information

Business Name/Brand Name

Products/Division

Complaints

IDR
(Internal Dispute Resolution)

Vero

Personal Insurance

Secure Home Elite

Secure Landlord

Secure Motor Plus

Recreational Vehicle

Household Removals

Travel Insurance

Phone: 1300 794 133

Postal: 

Vero Insurance Limited

GPO Box 1619

Adelaide, SA 5001

Ph: 1300 264 470

Email: idr@vero.com.au

Postal: Internal Dispute Resolution

Vero

PO Box 14180

Melbourne City Mail Centre

Victoria 8001

 

Travel

Ph: 1300 044 510

Email: idr@vero.com.au

Postal:

Internal Dispute Resolution

Vero

 PO Box 14180

Melbourne City Mail Centre

Victoria 8001

 

Commercial:

Commercial Motor

Construction & Engineering

Corporate Property & Liability

Marine

Professional & Financial Risks

SME

-           Motor Trade

-           Retail Services

-           Professional Services

-           Mobile Business

-           Tax Probe Plus

-           Commercial Motor

-           Business Insurance

Surety bonds

Ph: 1300 888 073

Email: claims@vero.com.au

Postal:

Vero Claims

GPO Box 346

Sydney NSW 2001

Ph: 1300 264 470

Email: idr@vero.com.au

Postal:

Internal Dispute Resolution

Vero

PO Box 14180

Melbourne City Mail Centre

Victoria 8001

  Vero Broker Competitions Ph: 1300 888 073 Ph: 1300 888 073