1800 804 016

Mon-Fri 8.30am to 5pm


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

Complaints Handling
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. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

Step 1. Let us know
If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you. If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint. A response is usually provided to you within 5 business days. You can contact us by:

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

Step 2. Review by our Internal Dispute Resolution (IDR) Team
If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly. Should additonal information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint. You can contact the IDR Team by:

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

Step 3. 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 an External Dispute Resolution Scheme. There are two schemes available:


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



Complaints must be made in writing
Phone: 1300 363 992
Director of Compliance
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001



AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001