Harnessing the energy

Great Lakes Australia Complaints Process

At Great Lakes Australia (GLA), we’re committed to delivering quality service and value your feedback. If you're unhappy with any part of our service, we encourage you to lodge a complaint—it's free, and we aim to resolve it fairly and promptly.

Who Handles Complaints?

GLA distributes insurance products through delegated authority to appointed agents. While we appear as the underwriter, services like claims and complaints are handled by these agents who have delegated authority. You’ll find their contact details in your Product Disclosure Statement (PDS) or policy documents.

Please contact your agent directly to raise a complaint. Agents are required to follow GLA’s standards and comply with regulatory requirements.

Not Satisfied with the Agent’s Response?

If you’re not happy with the outcome, you can escalate your complaint to GLA:

• Email: disputes@gla.com.au
• Mail: Complaints & Dispute Resolution Officer
  Great Lakes Australia
  PO Box H35, Australia Square NSW 1215

Once we receive your complaint, we will:

• Acknowledge it
• Keep you updated
• Aim to resolve it fairly and promptly

Still Not Resolved?

You can contact the Australian Financial Complaints Authority (AFCA) for free, independent dispute resolution:

• Website: www.afca.org.au
• Phone: 1800 931 678
• Email: info@afca.org.au
• Post: GPO Box 3, Melbourne VIC 3001

GLA is bound by AFCA’s decisions under its applicable rules.