Complaints

Let us know

We value your feedback and are committed to providing a positive experience. If something hasn’t met your expectations, please let us know so we can make it right.

Make a complaint

If you have a concern about our products, services or a decision we’ve made, you can contact us directly.

Phone: 1800 804 016
Email: customerservice@terrischeer.com.au

We’ll acknowledge your complaint promptly and aim to resolve most issues within 5 business days.

Still need help?

If your complaint isn’t resolved, or you’d prefer not to speak with the original contact, our Internal Dispute Resolution (IDR) team can assist.

Phone: 1300 264 783
Email: idr@terrischeer.com.au
Post: PO Box 14180, Melbourne City Mail Centre, VIC 8001

We will provide you with an outcome within 30 calendar days from when we first received your complaint.

External review

We aim to resolve complaints fairly and quickly. If you’re not satisfied with our response, you can contact the Australian Financial Complaints Authority (AFCA), an independent and free service.

Phone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Online: https://www.afca.org.au/

Need extra support?

If you need help making a complaint or understanding the process, you can access our Easy English Complaints Guide or request additional assistance on our Support for Customer page.

Further information

For more information about how we manage complaints, please see our Suncorp Complaints Management Policy.

We are a subscriber to the General Insurance Code of Practice. The Code Governance Committee independently monitors and enforces the Code, and may impose sanctions where standards are not met.

If you’ve identified a potential security vulnerability that could affect the confidentiality, integrity or availability of Suncorp’s information, systems or services, please visit our Vulnerability Disclosure Program page.