Dispute Resolution

If you have a complaint about our products or services (even if through one of our service providers) or our complaints handling process, please let us know so that we can help.

You can contact us:
 

By phone

13 BIKE (13 24 53)

In writing

InsureMyRide - PO Box 110
Artarmon NSW 1570

By email

enquiries@InsureMyRide.com.au


Please include the full details of your complaint and explain what you would like us to do.

When we receive your complaint, we will consider all the facts and attempt to resolve your complaint by the end of the next business day.

If we are not able to resolve the matter to your satisfaction, it will be referred to the relevant team leader or manager, who will review your complaint and contact you with their decision within 5 business days of us receiving your complaint.

If you remain dissatisfied the matter will be referred to our Internal Disputes Resolution team (IDR). Our IDR team will review your complaint, and provide you with their final decision within 15 business days of your complaint being referred to them. The contact details for our IDR team are: 

By phone

1300 241 307 (for the cost of a local call)

In writing   

Internal Dispute Resolution
InsureMyRide
GPO Box 14180
Melbourne City Mail Centre
Victoria 8001

By email

idr@InsureMyRide.com.au


If we require additional information for our assessment or investigation of your complaint, we will agree with you a reasonable alternative timeframe to resolve your complaint.
 

What if you are not satisfied with our final IDR decision?
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access an External Dispute Resolution service. Depending on the nature of your complaint, the following External Dispute Resolution Services are available:

 

Office of the Australian Information Commissioner (OAIC)
Privacy complaints must be made in writing.

Phone: 

1300 363 992

Post:

Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001

Website:

www.oaic.gov.au

 

Australian Financial Complaints Authority (AFCA)
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.

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

By visiting:

www.afca.org.au