At Indigo we strive to do things the right way to keep our customers happy. However we understand that sometimes issues come up and you may be dissatisfied with our services, or the decision made in relation to your claim.

We have internal dispute resolution (IDR) procedures in place for resolving your complaint.

We try to stick to the time limits for each step, but if your complaint hasn’t been resolved within 45 days you may want to explore external review options like the Australian Financial Complaints Authority (AFCA)

Step 1 – Communicate with us. 

If you would like to make a complaint, please contact us on 1300 091 556 or email us about your concerns. We might be able to resolve your complaint straight away, if not, the staff member will refer you to a manager or internal dispute resolution team and they will attempt to resolve the complaint according to our internal dispute resolution guidelines.  

If you choose to email us, we will acknowledge your complaint within 1 business day and keep you updated every 10 business days.

Our email address for complaints is [email protected]

Step 2 – External Dispute resolution.

If you’re not satisfied, or we can’t resolve your dispute within 45 calendar days from first receiving your complaint, you can contact the Australian Financial Complaints Authority (AFCA) which is an external, independent dispute scheme available to you at no cost.

• Email at [email protected]
• Phone (free call) on 1800 931 678
• Visiting their website at www.afca.org.au
• Post at
  Australian Financial Complaints
  Authority
  GPO Box 3, Melbourne VIC 3001