The Motor Accident Insurance Commission (MAIC) and the Nominal Defendant (ND) welcome feedback. In line with Queensland Public Sector values and obligations, our approach to managing feedback and complaints is to be impartial, confidential and transparent. This reflects our commitment to respecting, protecting and promoting human rights.
For information on resolving disagreements during the Compulsory Third Party (CTP) claims process, visit Resolving CTP claim disagreements.
Please note that the Motor Accident Insurance Commission (MAIC) does not regulate general insurance (e.g. insurance that covers damage to property and vehicles).
If you have a complaint regarding any kind of insurance that isn’t Compulsory Third Party (CTP) insurance (See our About CTP insurance page), consider contacting the Australian Financial Complaints Authority (AFCWA). AFCWA’s role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints.
If you have a disagreement with a Compulsory Third Party (CTP) insurer, it’s best to try resolving it by discussing the issue openly and respectfully with them first.
Before making a complaint to the Motor Accident Insurance Commission (MAIC) about a CTP insurer, please review our Resolving CTP claim disagreements page to ensure this is the right step for your situation. If you are unsure whether to submit a complaint about a CTP insurer, contact us for more information.
Complaints about a CTP insurer can be submitted to MAIC by online form, email or post. See contact us or access the online complaint form below.
We value your feedback and use it to keep improving or continuing what works well. If you’re happy with something the Motor Accident Insurance Commission (MAIC) or the Nominal Defendant (ND) has done, or if you have general feedback to share, you can let us know anonymously online or by phone.
Visit our Contact us page for details or click the button below to provide your feedback.
A complaint about the Motor Accident Insurance Commission (MAIC) or the Nominal Defendant (ND) is when someone formally expresses dissatisfaction with a service or action taken by MAIC or ND (including their staff). This must come from a person directly impacted by the service or action.
Under the Human Rights Act 2019 (Qld), you can lodge a human rights complaint if you believe that MAIC or the ND (including its staff) has acted or made a decision that is not compatible with human rights, or has failed to give proper consideration to a human right in making a decision. When assessing your complaint, we will consider whether your human rights have been impacted, even if you do not expressly raise the issue.
Complaints about MAIC or the ND can be submitted by online form, email, post or phone. See contact us or access the online complaint form below.
Timeframes
We seek to resolve complaints in line with the following service standards:
- acknowledge complaints within five business days
- respond to complaints within 30 to 60 business days depending on the type of complaint. Human rights complaints have a response time of 45 business days.
What happens if I am not happy with the outcome of my complaint about MAIC/ND?
If you are unhappy with the outcome of your complaint about MAIC or the ND, you can request an internal review. In your internal review request please explain why you are not satisfied with a MAIC decision. This will be helpful to determine the issues for review. Requests for internal reviews can be submitted via email or post. See contact us.
The internal review will then be conducted by a MAIC manager not involved in the initial MAIC complaint responses to ensure objectivity.
If you are not satisfied with the internal review outcome, you can:
- request an external review by the Queensland Ombudsman or,
- for human rights complaints, seek an external review by the Queensland Human Rights Commission.