Complaints

Quick answerIf you're unhappy with any part of our service, tell us. You can complain by phone on 07 3292 1100, by email to contact@cib.com.au, by post to 109 James Street, New Farm QLD 4005, or simply by telling your account manager. We'll acknowledge your complaint within 1 business day and give you our final response within 30 calendar days. If you're not satisfied with our response, you can take your complaint to the Australian Financial Complaints Authority, a free and independent external dispute resolution service.

We'd rather hear it than not. A complaint tells us where we've fallen short, and dealing with it properly is part of the service, not an interruption to it. Making a complaint costs you nothing and will never affect how we treat you as a client.

How to make a complaint

Use whichever of these is easiest for you:

Phone: 07 3292 1100
Email: contact@cib.com.au
Post: Complaints, Consolidated Insurance Brokers, 109 James Street, New Farm QLD 4005
In person or direct: tell your account manager, or any member of our team, that you want to make a complaint. They will treat it as one from that moment.

It helps if you can tell us what happened, when, who you dealt with, and what outcome you're looking for. If you can't lay it all out neatly, don't let that stop you. Tell us what you can and we'll work through the rest with you. You can also have a family member, friend, adviser or other representative raise the complaint on your behalf; just let us know you've authorised them.

If you need extra support to make a complaint, an interpreter, a different way of communicating, or help because of circumstances at home, see our extra support page, or tell us and we'll adapt.

What happens next

We acknowledge your complaint within 1 business day of receiving it, and tell you who is handling it.
We investigate. The person handling your complaint will look at what happened, talk to the people involved, and come back to you if we need more information. If it's something we can put right immediately, we will.
You get our final response within 30 calendar days. It will tell you what we found, what we've decided, why, and what we're doing about it. If, in a complex case, we ever need longer than 30 days, we'll tell you before the deadline, explain why, and tell you when to expect our response, and you don't have to wait for us: the external option below is open to you at that point.

There is no charge for any of this.

If you're not satisfied with our response

You can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

AFCA is independent of us. You can contact AFCA at any time, though AFCA will usually ask whether you've given us the chance to resolve your complaint first. Time limits apply to some complaints, so if you're unsure, contact AFCA and ask.

If your complaint is about an insurer, not about us

If the problem is an insurer's decision on your claim, that's not something you should have to fight alone, and it isn't a complaint about us: it's our job. See what we do when an insurer digs in, or call your account manager on 07 3292 1100.

The standard we hold ourselves to

Consolidated Insurances Pty Ltd (AFSL 344 121) subscribes to the Insurance Brokers Code of Practice (opens in new tab), which sets out the standards of service you're entitled to expect from us, including how we handle complaints. The Insurance Brokers Code Compliance Committee monitors compliance with the Code.

Information current as at 06/09/2026

The information on this page is general in nature and does not take into account your objectives, financial situation or needs. Before acting on it, consider whether it is appropriate for your circumstances. Where the information relates to a particular insurance product, consider the relevant Product Disclosure Statement before making a decision.