Send Us a Message
If you have a complaint?
Contact us and tell us about your complaint. We will do our best to resolve it quickly.
If you make a complaint regarding our services, we will do everything we can to try to resolve it as quickly and as fairly as possible.
Registration – Stage 1
You can register your complaint by contacting us as follows:
By phone: 1300 591 947
By email: email@example.com
In writing to: Level 5, 182 St Georges Terrace Perth WA 6000
We will acknowledge your complaint within two (2) business days and advise you if we require any additional information or investigations to progress the resolution of your complaint; we will also advise you who will be managing your complaint.
Internal Complaint Resolution – Stage 2
When we have received any additional information or investigation details requested, we will respond in writing within ten (10) business days with our proposed resolution.
Internal Dispute Resolution – Stage 3
If you are still unsatisfied, you can request your complaint be referred to the Allstate’s complaints review committee for a formal final review. We will respond with our final review resolution within ten (10) business days.
External Dispute Resolution – Stage 4
If we have been unable to resolve your complaint within thirty (30) business days of the date we received any additional information or investigations we have requested to resolve your complaint, you can lodge your complaint with the Australian Financial Complaints Authority (‘AFCA’) depending on eligibility related to your policy.
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
You can contact AFCA directly and they will advise if your complaint falls within the AFCA Rules.
You can contact AFCA at:
By visiting: www.afca.org.au
By email: firstname.lastname@example.org
By phone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001