Complaints and feedback
We are committed to continuous improvement in delivering an affordable, efficient and fair Compulsory Third Party (CTP) insurance scheme for the Queensland community. In line with Queensland Public Service values and obligations, our management of complaints and feedback is designed to be impartial, confidential and transparent. It also reflects our commitment to respecting, protecting and promoting human rights. We invite your feedback on the Motor Accident Insurance Commission (MAIC) and/or the Nominal Defendant (ND).
Make a complaint
You can lodge your complaint by:
- completing the online complaints form
- emailing firstname.lastname@example.org
- calling us on 1800 CTP QLD (1800 287 753)
- mailing the Complaints Officer at GPO Box 2203 Brisbane Qld 4001.
For complaints about CTP licensed insurers under the Motor Accident Insurance Act 1994 (Qld), we generally require that you go through the insurer’s complaints management system before you lodge your complaint with us.
The complaints process involves the following stages:
Under the Human Rights Act 2019 (Qld), you can make a human rights complaint if you believe that MAIC or 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. In assessing your complaints, we will consider whether your human rights have been impacted, even if you do not expressly raise the issue.
We seek to proactively resolve complaints in line with the following service standards:
- acknowledgement of your complaint within 5 business days
- response to your complaint within 30 to 60 business days depending on the type of complaint (human rights complaints have a response time of 45 business days).
The time we spend investigating your complaint depends on the seriousness and complexity of the complaint. We will keep you informed of the progress of your complaint.
What happens if I am not happy with the outcome of my complaint?
If you are unhappy with the outcome of your complaint or the manner in which we handled it, you may request an internal review. If you are not satisfied with the internal review outcome, you may request an external review by the Queensland Ombudsman or, for human rights complaints, the Queensland Human Rights Commission.