Mistakes, claims, disputes and official sources
Official sources for car insurance and CTP in Australia: regulators, schemes and help
A directory of the official bodies for Australian car insurance: ASIC, APRA, AFCA, Moneysmart, every state's CTP scheme and registration agency, and free help services.
The official sources for car insurance in Australia fall into three groups. National bodies regulate private car insurance and handle complaints: ASIC (conduct and disclosure), APRA (insurers' financial strength), AFCA (free external complaints) and Moneysmart (ASIC's consumer guidance). State and territory bodies run or regulate CTP: SIRA in NSW, the TAC in Victoria, MAIC in Queensland, the CTP Insurance Regulator in South Australia, ICWA in Western Australia, MAIB in Tasmania, and the ACT and NT schemes. Registration agencies handle rego, which is where CTP is paid or linked. This directory explains what to check at each.
This guide sits in the car insurance mistakes and claims section. Only homepage addresses are given; navigate from there to the current page.
National regulators and complaint bodies
| Body | Role | Use it to |
|---|---|---|
| ASIC | Regulates conduct of insurers, brokers and claims handlers; enforces disclosure, design and distribution, and unfair contract terms rules | Check licences and professional registers; read guidance and enforcement news |
| APRA | Prudential regulator; authorises and supervises general insurers | Check that an insurer is an authorised general insurer |
| AFCA | Free, independent external dispute resolution for financial services | Lodge a complaint after the insurer's internal process |
| Moneysmart | ASIC's consumer information site | Plain-language guidance on car insurance and complaints |
| Federal Register of Legislation | Official text of Commonwealth laws | Read the Insurance Contracts Act 1984 and regulations |
| Insurance Council of Australia | Industry body (not a regulator); owns the General Insurance Code of Practice | Read the Code and catastrophe declarations |
| ACCC | Competition and consumer regulator | General consumer law issues outside insurance contracts, such as car repairers |
Before buying from an unfamiliar insurer or broker, check APRA's register of authorised insurers and ASIC's registers for the licence holder named in the PDS or Financial Services Guide.
CTP bodies by state and territory
| Jurisdiction | CTP body | What to check |
|---|---|---|
| NSW | State Insurance Regulatory Authority | Green Slip price check, refunds, claims, CTP Assist |
| Victoria | Transport Accident Commission | TAC charges, claims and benefits |
| Queensland | Motor Accident Insurance Commission | Licensed CTP insurers, premiums by class, claims, Nominal Defendant |
| South Australia | South Australian Government | CTP Insurance Regulator information, insurer choice, claims |
| Western Australia | Insurance Commission of Western Australia | Motor injury insurance, claims, catastrophic injuries support |
| Tasmania | Motor Accidents Insurance Board | Scheme benefits and claims |
| ACT | Access Canberra | Rego, CTP insurer choice, Motor Accident Injuries scheme links |
| Northern Territory | NT Government | Rego and the motor accidents compensation scheme |
Registration agencies
| Jurisdiction | Agency | Use it to |
|---|---|---|
| NSW | Service NSW | Renew rego after buying a Green Slip, check rego status |
| Victoria | VicRoads | Rego renewal including the TAC charge |
| Queensland | Queensland Government | Rego renewal and CTP insurer nomination |
| South Australia | South Australian Government | Rego renewal and CTP insurer choice |
| Western Australia | Department of Transport WA | Vehicle licence renewal including motor injury insurance |
| Tasmania | Transport Tasmania | Rego renewal |
| ACT | Access Canberra | Rego renewal |
| NT | NT Government | Motor Vehicle Registry services |
Tax on premiums
| Body | What to check |
|---|---|
| Australian Taxation Office | GST on insurance, GST credits for business use |
| Revenue NSW | NSW duty on insurance |
| State Revenue Office Victoria | Victorian duty on insurance |
| Queensland Revenue Office | Queensland insurance duty |
Other states' revenue offices publish their duty rates too. See GST and stamp duty on car insurance.
Which body for which problem
| Problem | Start with | Then |
|---|---|---|
| Car insurance claim refused or underpaid | The insurer's internal complaints team | AFCA |
| Unsure whether an insurer or broker is licensed | ASIC registers and APRA's list of authorised insurers | Report concerns to ASIC |
| Green Slip price or refund in NSW | SIRA | Your Green Slip insurer |
| Injury after a crash | The CTP body or insurer for the state where it happened | That scheme's dispute process |
| Rego or CTP charge on a rego notice | Your state's registration agency | The CTP body |
| Stamp duty on your premium | Your insurer | Your state revenue office |
| Recovery letter after a crash without cover | The insurer that sent it, to ask for evidence | A financial counsellor or community legal centre |
Free help
- Financial counsellors: free, confidential help with debts, including car accident recovery claims and insurance premiums. The National Debt Helpline connects you with a counsellor.
- Community legal centres and legal aid: advice on recovery claims, refused claims and CTP disputes. Each state has a legal aid commission.
- CTP Assist (NSW): SIRA's free service helping people with CTP claims.
How to use official sources well
- Find the date on the page and check that it reflects the current year; rules change, especially in CTP schemes.
- Use the PDS for your policy as the contract, and official sites for the law around it.
- Keep copies of what you relied on if you later need to complain.
- When a rule seems surprising, call the body directly.
For the steps when something goes wrong, see disputing a refused claim and CTP injury claims by state.
Frequently asked questions
Is the Insurance Council of Australia a regulator?
No. It is the industry body for general insurers. It publishes the General Insurance Code of Practice, which subscribing insurers must follow, but ASIC and APRA are the regulators.
How do I check an insurer is legitimate?
Check APRA's register of authorised general insurers and ASIC's licensee registers. Be wary of policies sold through social media or unsolicited calls; hawking of insurance is generally prohibited.
Where do I find my state's CTP rules?
On the CTP body's website listed above. For NSW, SIRA; for Victoria, the TAC; and so on.
Does AFCA handle CTP disputes?
CTP injury claims generally go through each scheme's own dispute processes. AFCA handles disputes about private car insurance.
Sources
- ASIC — regulator and registers
- APRA — authorised insurers
- Australian Financial Complaints Authority — complaints
- Moneysmart — consumer guidance
- National Debt Helpline — free financial counselling
