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This policy sets out VMIA’s approach to managing complaints about our services and how we review Insurance and Domestic Building Insurance (DBI) claims.

Our guiding principles

Commitment – We take all complaints seriously and resolve issues as quickly as possible in accordance with our Client Charter by:

  • Putting clients at the centre of everything we do and offering comprehensive, personalised and user-friendly services.
  • Getting to know your organisation to bring insight and best practice to the complex issues you face.
  • Listening to you and supporting you to take appropriate steps.
  • Being available during business hours to assist with your complaint.

Accessibility – We offer several ways to lodge complaints including by phone, email, Facebook or through the VMIA website. Our client support service is available during business hours.

Transparency – We clearly show how to lodge a complaint and how it will be overseen. The steps taken to respond to a complaint are recorded and available for review.

Objectivity and fairness – We manage complaints courteously, impartially and within established timeframes. All complaints are assessed on merit.

Privacy – We manage complaints confidentially and in accordance with privacy and other relevant legislation.

Accountability – We are accountable for the decisions we make and our complaints handling performance. We provide explanations and reasons for our decisions, and these are subject to appropriate review processes.

Continuous improvement – We value your feedback as we strive to continuously improve our complaints handling process.

Complaints

A complaint is an expression of dissatisfaction about the conduct of, or service provided by VMIA and its staff and representatives including:

  • The quality of an action, a decision or service provided by VMIA; or
  • An unreasonable delay or failure to provide a service, act, or make a decision. (This includes claims decisions but excludes dissatisfaction about the substance of the decision itself).

Requests for updates on the progress of a claim, which are made within the statutory timeframes, are not considered a complaint.

How to make a Complaint

Complaints can be lodged through the Feedback section on the VMIA website, our Facebook page or by calling 03 9270 6900.

Complaints about Insurance claims can be emailed to claims@vmia.vic.gov.au

Complaints about Domestic Building Insurance (DBI) claims can be emailed to dbiclaims@vmia.vic.gov.au

Complaints about VMIA’s procurement process can be emailed to procurement@vmia.vic.gov.au.

We commit to acknowledging the receipt of your complaint within 2 business days and will outline the steps toward resolving it.

How we handle your complaint

We take a three-tiered approach to handling complaints to ensure they are resolved fairly, competently and as quickly as possible. Our complaints approach involves:

  1. Frontline resolution: Our staff receive and assess the complaint and direct it to the appropriate area for resolution.
  2. Escalation if required: If our staff cannot resolve your complaint, they will refer it to a Manager for further investigation. VMIA will provide an update and/or decision about your complaint.
  3. External review: If you are dissatisfied with the process or outcome, you may seek external reviews through the court system and/or lodge a complaint to the Victorian Ombudsman. 

Download the VMIA Complaints and Claims Review Policy [PDF, 356KB].