The Insurance Authority ("IA") attaches great importance to how the public perceive the performance of the organization and its staff. Any complaints regarding the way that IA or its staff have carried out its/their duties would be handled seriously. If you are dissatisfied with the way the IA or its staff has/have carried out (or failed to carry out) its/their duties, you may file a complaint with the IA. Certain complaints are not covered under this procedure, including:-
Complaints should be lodged within 12 months from the date on which you become aware of any circumstances which may give rise to a complaint. Complaints lodged beyond this timeframe may only be investigated if a reasonable ground for the delay can be shown.
All complaints will be treated in strict confidence. An acknowledgement letter/email will be issued to you within seven (7) working days upon receipt of your complaint. We will carefully examine the information provided by you and take appropriate follow-up actions. Please note that if you do not provide your identity and contact details (e.g. "Anonymous Complaint") or submit incomplete information, this may delay or impair our handling of your complaint.
To ensure that the IA can handle your complaint efficiently and effectively, please complete this Complaint Form and return it (together with any supporting evidence) to us by:
| E-mail: | [email protected] |
| Post: |
Insurance Authority 19th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong (Attn: Corporate Governance & Secretariat Section) |
| Fax: | (852) 3753 4119 |
The IA may decide not to process a complaint received where a complaint is trivial, malicious or frivolous in nature, or appears to have been made in order to be vexatious.
If you persist in pursuing your complaint for a long period of time but fail to provide the necessary information or evidence in relation to your complaint, the IA may refrain from entering into any further discussion or correspondence with you about your complaint.