Handling your SA CTP complaints

At Youi, our promise is to deliver awesome service, every time you need us.
If your expectations haven’t been met and you have a complaint, we want to try and resolve it with you in a fair and transparent manner.
So, what are the best ways to go about resolving things?

Looking for NSW CTP Green Slip complaint handling?

Claims complaints

If your complaint is claim-related, your first step is to get in touch with the team that manages your claim and tell us about your complaint.

Call:13 YOUI (9684)
International +61 7 3719 4800
Email:info@youi.com.au


If your complaint can’t be resolved at this point, we’ll allocate your complaint to a State Claims Manager who’ll:

  • Acknowledge receipt of your complaint
  • Review the complaint
  • Request additional information if required
  • Try to resolve the complaint within 10 business days of receiving it 
  • Provide to you in writing within 30 calendar days:  
    • The decision and reasons for the decision
    • Avenues to request a review with a senior representative who was independent of the original decision
    • Details of the available external complaint/dispute handling bodies


If the complaint relates to a decision made by Youi such as your liability determination or your settlement offer
, you can ask to have that decision referred to Youi’s internal dispute resolution (IDR) service. A different team from the one managing your claim will review your complaint.

For further information about CTP complaints please visit the SA CTP Regulator’s website.

Non-claims complaints

If your complaint isn’t related to a claim, please get in touch and tell us about your complaint. We will work with you to resolve the complaint within 5 business days.

Call:13 YOUI (9684)
International +61 7 3719 4800
Email:info@youi.com.au

However, if we are unable to resolve your complaint, or you’re not satisfied with the outcome, we’ll refer it to a manager who will work with you to resolve the matter.

The manager will aim to resolve your complaint as soon as possible and will:

  • Acknowledge your complaint
  • Review your complaint and obtain further information
  • Get back to you with a decision within 10 business days or if more time is needed, work with you and agree on a suitable timeframe
  • Provide a final decision, including reasons for our decision, in writing

 

Additional Help

If you’re still not satisfied or we’re unable to resolve your complaint, you can contact the SA CTP regulator enquiries helpline or submit a complaint online.

Call:1300 303 558
(9:00am to 5:00pm, Monday to Friday)
Email:ctp@sa.gov.au
Mail:GPO Box 1095
Adelaide SA 5001

If you’ve lodged a complaint with the CTP regulator and you’re not satisfied with the response you receive, you can contact Ombudsman SA for further advice.

 

Call:(08) 8226 8699 or toll free 1800 182 150
(outside the metropolitan area only)
Email:ombudsman@ombudsman.sa.gov.au
Mail:PO Box 3651
Rundle Mall SA 5000

Youi is subject to the Privacy Act 1988 (Cth) which has strict rules around how we handle your personal information. If you think we have mishandled your personal information, you can lodge a complaint with the Australian Privacy Commissioner for free.

For more information on when and how you can lodge a complaint, visit https://www.oaic.gov.au/privacy/privacy-complaints/