Complaints.
Something not right? Here’s how to tell us.
We want to hear it. A complaint lets us fix something — for you first, and for everyone who comes after.
How to complain
Use whichever of these is easiest — they all land in the same inbox and get the same response time.
Email us
The most detailed route. Attach documents, screenshots, whatever you have.
complaints@accidenthub.com.auCall the main number
Tell the person who answers that it’s a complaint. It gets logged and handed to a senior team member.
1800 224 482Fill out the form
The form below sends straight to the complaints inbox. Leave your number and we’ll call you to talk it through.
Jump to the formThe form
Tell us what went wrong
Please include a brief description of the issue — when it happened, who you dealt with, and what outcome you’re looking for. We reply within 24 hours to acknowledge, and within 10 business days with an outcome.
What happens after you tell us
Five steps. Published so you know exactly what to expect — and so you can hold us to it.
- 1
Acknowledge within 24 hours
The moment your complaint lands, we acknowledge it in writing. You get a reference number, the name of the senior team member handling it, and a rough timeline.
- 2
Assign a senior team member
Your complaint goes to someone senior — not the person you first spoke with. Independent eyes, proper authority to fix things.
- 3
Investigate
We pull your file, read the correspondence, listen to call recordings where relevant, and talk to the people involved. We’ll ask you for more detail if we need it.
- 4
Respond within 10 business days
You get a written response with what we found, what we’re doing about it, and any remediation. If the investigation takes longer than 10 business days, we tell you why and set a new date.
- 5
Escalate externally if needed
If our response doesn’t land right with you, we walk you through the external routes — AFCA for financial-service conduct, SIRA for CTP-claim issues, or the NSW Ombudsman.
If our response doesn’t land right
You always have the option to escalate. Here are the right bodies, with phone numbers and links — use whichever matches the issue.
AFCA — Australian Financial Complaints Authority
Complaints about financial-service conduct — if our handling of an insurance claim or a fee falls into that.
SIRA — State Insurance Regulatory Authority
Complaints about anything CTP-claim related — insurer conduct, benefit decisions, medical-assessment disputes.
NSW Ombudsman
A general complaints body for NSW services. An option if the matter doesn’t fit AFCA or SIRA.
Law Society of NSW
If a lawyer is involved in your claim and the complaint is about their conduct or fees.
One more option: the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au specifically handles privacy-related complaints — if the issue is about how we’ve used or stored your personal information. See our Privacy Policy for detail.
Rather talk it through?
Call the main line and tell whoever answers it’s a complaint. It’s handed to a senior straight away.
Call Now 1800 ACCHUB