General Insurance Code of Practice and National Privacy Principles

RACQ Insurance is committed to compliance with the General Insurance Code of Practice and the National Privacy Principles.

General Insurance Code of Practice

The purpose of the General Insurance Code of Practice is to establish standards of practice for insurers that we at RACQ Insurance adhere to and support. You may obtain a copy of the General Insurance Code of Practice from the Insurance Council of Australia website or by phoning them on 02 9253 5100.

We take customer satisfaction seriously

If you have a complaint concerning our products, services or a privacy issue:

Talk to us first

• The first thing you should do is call 13 7202 and speak to one of our staff;
• If your complaint relates specifically to a claim, speak with a claims officer;
• If the staff member is unable to resolve your complaint to your satisfaction, you may ask to speak to a team leader or manager.

If you are still not satisfied:

Seek an internal review

• At your request the matter can be referred to our Internal Dispute Resolution Committee who will conduct a full review of your complaint and advise you of the committee's decision within 15 business days.

If you are still not satisfied:

Seek an external review

• RACQ Insurance is a member of a disputes resolution service, known as The Financial Ombudsman Service Limited.  The service will not accept a dispute unless you have first tried to resolve it with us.
• If we do not resolve your dispute to your satisfaction, you can contact the service, which is set up to assist policyholders resolve their dispute.  It is a free service to you and, although paid for by the general insurance industry, is a totally independent and impartial body.  We agree to accept their determination as final.
• You can contact the service by-
  
  Phoning: 1300 780 808
  Writing to: Financial Ombudsman Service Limited
  GPO Box 3 Melbourne, VIC 3001
  Email: info@fos.org.au
  Website: www.fos.org.au 

National Privacy Principles

The personal information you give us is used to set up and administer insurance for you. It is used to determine the extent of risk that you have proposed and plays a role in determining fair and competitive premiums. If you do not provide the information we request, this can either delay or prevent us from providing the insurance you want or allowing your claim. You may obtain a copy of the National Privacy Principles at http://www.privacy.gov.au/publications/npps01.html. For information on RACQ Insurance application of  the National Privacy Principles.