Providing feedback or complaints will not affect your relationship with us or the services we pay for. Sharing your experience can help us fix problems and improve the services we provide.
How to provide feedback and complaints
Talk with your CTP Care contact
If you’re unhappy about something or wish to make a complaint, talk with your CTP Care contact, because they may be able to sort out your concerns immediately.
Talk to our Scheme Integration & Resolution Team
If you feel unhappy with the response you receive from your CTP Care contact or you’d prefer to speak to someone else, contact our Scheme Integration & Resolution Team using the details below:
What happens next?
We aim to get back to you within five business days of receiving your complaint.
We'll let you know the actions we're taking and keep you updated throughout the process.
We'll provide you with an outcome as soon as we can and no more than 20 days from the date you raised the complaint with us.
The response will explain our decision, including: the outcome, reasons for our decision and actions we've taken while investigating your complaint.
If you're unhappy with our response to your complaint, contact our Scheme Integration & Resolution Team to request a further review.