Customer Relations
How to contact us with a complaint
Let us know
If you experience a problem, aren’t satisfied with our products or services or a decision we’ve made, let us know so that we can help.
Contact us:
By Phone: 1800 429 598
By Email: customer.relations@essentialsbyaai.com.au
Complaints can usually be resolved on the spot or within 5 business days.
What accessibility options are available to me when making a complaint?
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.
If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.
Review by our Customer Relations Team
If we’re not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist:
Here is how to contact our Customer Relations Team:
By Phone: 1300 104 605
By Email: idr@essentialsbyaai.com.au
In Writing:
Essentials by AAI Customer Relations,
PO Box 14180,
Melbourne City Mail Centre, VIC 3001
Customer Relations will contact you if they require additional information or if they’ve reached a decision.
When responding to your complaint you’ll be informed of the progress of and the timeframe for responding to your complaint.
Essential’s by AAI Culture Principles – Managing complaints
Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.
If you would like to learn more about our Culture Principles, you can access more information here.
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 the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere.
AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you. You can contact AFCA:
Online: www.afca.org.au, by email: info@afca.org.au, by phone: 1800 931 678, or in writing at: Australian Financial Complaints Authority – GPO Box 3, Melbourne VIC 3001.
The Office of the Australian Information Commissioner (OAIC)
For privacy complaints you can contact OAIC and confirm if they can assist you.
By Phone: 1300 363 992
By Fax: 02 9284 9666
By Email: enquiries@oaic.gov.au
In Writing: Office of the Australian Information Commissioner, GPO Box 5218, Sydney, NSW 2001
Online: www.oaic.gov.au (online complaint form available)
Further Information
For further information on Suncorp Complaints Management Policyin relation to complaints management
Essentials by AAI is a signatory to the General Insurance Code of Practice.
The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.