Complaints about NSW CTP insurers following a motor vehicle accident can now be made to the Independent Review Office.
Generally you should raise a CTP motor vehicle accident complaint with the insurer first, but if they fail to respond or do not respond adequately, a complaint can now be made to Independent Review Office (IRO) by telephone, email, or through their online form here. Complaints can be made about weekly payments, medical treatment, denial of liability and delays by the insurer.
When making a complaint, remember to convey the following information:
- Your details including full name and contact details
- The insurer’s name, claim number and case managers contact details
- Details of the complaint
- Explain any steps you have taken to resolve the complaint with the insurer
- Explain what solution you are seeking
- Attach any documents relevant to the complaint
IRO will endeavour to review the complaint within 2 days and determine the most appropriate method for dealing with the complaint. When the complaint is one IRO can deal with, they will either liaise directly with the insurer and the complainant to attempt to resolve the dispute quickly or IRO will investigate the complaint and make recommendations as to how the complaint should be resolved. Most complaints are resolved without investigation by IRO.
Here at The Law Office of Conrad Curry we are delighted that CTP claimants are now able to lodge complaints with IRO to keep CTP insurers in line. However, we also encourage you to contact our office here or on 02 4050 0330 to discuss your broader CTP entitlements and any potential damages claims you may have as a result of the motor vehicle accident.