At CGU, we are committed to the continuous improvement of our customer service culture, ensuring we are always ready to listen, help and advise you.
We know the real test of an insurance policy is in the way claims are handled. Our approach is to always ensure we promptly pay all valid claims. We also have clear and fair guidelines and procedures for handling any disputes that may on occasion arise.
Of course there is always room for improvement, so we welcome your feedback about our products, people and services to make sure we meet your expectations every time you deal with us.
The Customer Service Charter outlines what you can expect from us and how you can contact us.
CGU is committed to providing an efficient, helpful and professional service. We do this by:
Working to resolve claims quickly
Providing clear, concise and regular explanations
Responding to telephone enquiries within one business day
Sending acknowledgements to emails enquiries within one business day and enquiries sent by mail within two business days
Complying with industry and government regulations
Being honest and transparent
Your feedback is important to us. Whether you would like to provide a suggestion, pay a compliment, or make a complaint, your feedback allows us to monitor whether we are meeting our customer's expectations.
You can provide us with feedback, by completing our online customer feedback form, or by contacting one of our Customer Feedback Consultants:
CGU Workers Compensation (Vic) Limited
GPO Box 2090S
Phone: 1800 635 635 (toll free)
Fax: (03) 8804 9417
This information will be logged into CGU Workers Compensation's Customer Feedback and Complaints Database, which enables us to monitor the progress and resolution of individual complaints.
Our Customer Feedback Consultants will make every attempt to resolve the matter immediately. If this is not possible, the matter will be referred to the relevant Manager. The progress and resolution of referred matters is monitored by the Customer Feedback Consultant.
Should customers be dissatisfied with CGU’s response to a concern or complaint, customers may seek further support by contacting:
1. WorkSafe Victoria
To refer your complaint to WorkSafe Victoria, you can do so via the following methods:
Phone: freecall 1800 136 089 or (03) 9641 1444.
Mail: 222 Exhibition Street, Melbourne, 3000
2. Victorian Ombudsman
The Victorian Ombudsman investigates complaints about Victorian government departments and agencies as well as local government. To refer your complaint to the Victorian Ombudsman, please contact the Ombudsman's office via the following methods:
Phone: (03) 9613 6222 or toll free (regional areas only) on 1800 806 314.
Mail: Victorian Ombudsman, Level 2, 570 Bourke Street. Melbourne VIC 3000.
Compliments received are forwarded to the relevant staff member and their manager.
Suggestions for improvement are identified and passed on for consideration by relevant managers and supervisors.