Complaints

If you have a complaint about your policy or the service we've provided, please contact us to let us know your concerns. We will do all we can to resolve your complaint as quickly as possible.

All complaints are handled by the Genus Client Care team. They will contact you within 1 business day of receiving your complaint and will aim to resolve your complaint within 5 business days and no later than 30 calendar days.

There are several ways you can contact the Client Care team to register your complaint.

Online

Complete the below online complaint registration form and submit your complaint directly to our Genus Client Care Team.

Email

Email complaints@genuslifeservices.com.au

To assist us deal with your complaint quickly, please include the following information:

  • Your name and contact details, including your daytime phone number and email address
  • Details of your complaint
  • Your desired outcome

Phone

Call the Genus Client Care team on
02 8279 2965 8am - 6pm Mon-Fri (AEST)

Alternatively you can call the Genus General Enquiries line and register your complaint with a Genus Client Services representative. You can call them on 1300 88 44 88.

Mail

GPO Box 2548, Sydney, NSW 2001

To assist us deal with your complaint quickly, please include the following information:

  • Your name and contact details, including your daytime phone number and email address
  • Details of your complaint
  • Your desired outcome

Genus Client Care will contact you to acknowledge receipt of your complaint in writing within 1 business day.

Genus will aim to resolve your complaint within 5 business days and no later than 30 calendar days. If we are unable to resolve your complaint within the 30-day maximum period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint.

If you are unhappy with the handling of your complaint, or the resolution of your complaint you can escalate 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
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

For further information on how we handle complaint please access the Genus Public Complaints Policy here


Do you need assistance to make a complaint?

If you are deaf or have a hearing or speech impairment you may like to use the National Relay Service.
If you require assistance with translation and Interpreting ‘Translation and Interpretation Services’ provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. Translation and Interpretation Services’ can be contacted on 1300 000 795.


Can someone else make a complaint on my behalf?

Yes. To protect your privacy, you will need to give us either verbal or written confirmation that you have authorised another person to assist you with your complaint. You can amend or withdraw this authorisation at any time.

Online Complaint Registration form