1800 804 016

Sales & Service: Mon-Fri 8.30am to 6pm AEST
Claims: Mon-Fri 8.30am to 6:30pm AEST


Privacy is important especially when you consider the number of ways we communicate and interact these days. We are committed to our privacy obligations and will conduct our business to ensure the protection of your personal information, including sensitive information..

It is important to understand that our companies provide a wide range of financial services and products and our companies may use and disclose your personal information in different ways.

Making a Privacy Complaint

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.

Let us know
The simplest way to raise an issue related to your privacy is by contacting us. First, we’ll acknowledge your complaint and explain how we’ll work with you to resolve it, at this point we may refer your complaint directly to our Customer Relations Team.

Whilst we’re usually able to resolve complaints on the spot or within 5 business days, we’ll let you know if we need more time. You can contact us:

By Phone: 1800 804 016
By Email: customerservice@terrischeer.com.au
In Writing: Terri Scheer, GPO Box 1619, Adelaide, South Australia 5001

Review by our Customer Relations Team
If we aren’t able to resolve your complaint or you’d prefer not to contact the people who provided your initial service, our Customer Relations team can assist. You can contact the Customer Relations Team:

By Phone: 1300 264 783
By Email: idr@terrischeer.com.au
In Writing: Internal Dispute Resolution, Terri Scheer, PO Box 14180, Melbourne City Mail Centre, Victoria 8001

We will keep you informed of the progress and provide you with an outcome within 30 calendar days from when we first received your complaint.

Seek review by an external service
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied you can refer your complaint to the Office of the Australian Information Commissioner or request a review by the Australian Financial Complaints Authority as follows:


The Office of the Australian Information Commissioner (OAIC)
The Australian Financial Complaints Authority (AFCA)



Online: www.oaic.gov.au
By Phone: 1300 363 992
By Fax: 02 6123 5145
By Email: enquiries@oaic.gov.au
Privacy Complaint must be made in writing to:
Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001


AFCA provides fair and independent financial services complaint resolution that is free to consumers and small businesses. Any determination AFCA makes is binding on us, provided you also accept the determination.  You do not have to accept their determination and you have the option of seeking remedies elsewhere.  AFCA has the authority to hear certain complaints.

Here is how you can contact AFCA and confirm if they can assist you.

Online: www.afca.org.au
By Phone: 1800 931 678 (free call)
By Email: info@afca.org.au
In Writing:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001