The General Insurance
Code of Practice
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Governance and monitoring

The Code Governance Committee (CGC) is the independent body that monitors and enforces insurers' compliance with the Code.

The duties of the CGC are set out in its Charter, and include:

  • receiving compliance reports from Code subscribers
  • receiving reports of possible Code breaches from the Financial Ombudsman Service
  • receiving reports of alleged Code breaches from consumers
  • investigating reports of alleged Code breaches and making determinations
  • agreeing with Code subscribers any corrective measures to remedy Code breaches and monitoring their implementation
  • imposing sanctions on Code subscribers if breaches are not corrected, such as a requirement that particular rectification steps be taken, that Code subscribers place corrective advertising, and/or publication by the CGC of a Code subscriber’s non-compliance
  • publishing an Annual Report on the activities of the CGC

The Code Governance Committee will outsource its day-to-day Code compliance monitoring work to the AFCA Code Compliance team, as occurred under the previous codes of practice.

Anyone can report an alleged breach of the Code to the CGC at info@codecompliance.org.au.

You should receive an acknowledgement email to confirm your message has been received by the Code Compliance team at AFCA. If you have not received this acknowledgement email, please contact the Code Compliance team on info@codecompliance.org.au or 1800 367 287.

Breaches can also be reported at:

PO Box 14240

Melbourne Mailing Centre

MELBOURNE VIC 8001

As of July 1, 2014, the CGC has taken over from the former Code Compliance Committee, which monitored insurers under the previous codes of practice.

Code Governance Committee's submission to the Code of Practice Review Interim Report

The Code Governance Committee's submission to the Code of Practice Review Interim Report is available here.

Code Governance Committee's submission to the Code of Practice Review Terms of Reference

The Code Governance Committee's submission to the Code of Practice Review Terms of Reference is available here.

Code Governance Committee's annual reports

This year, the Code Governance Committee has released its first General insurance in Australia report. The report brings together information, which has been drawn from Code subscribers’ data, together with insights from the Committee’s compliance monitoring work, to present a snapshot of trends and service standards in the general insurance industry in 2016−17.  This is the first time that the Committee has combined this information into a single annual report, providing a more complete picture of the industry. 

Click here to view the Code Governance Committee’s 2016 - 2017 General insurance in Australia report.

Click here to view the Code Governance Committee's 2015 - 2016 Annual Report.

Click here to view the Code Governance Committee’s 2014 - 2015 Annual Report. 

General Insurance Industry Data Report

Click here to view the General Insurance Industry Data report 2015-2016

Click here to view the General Insurance Industry Data Report 2014-2015

Code Governance Committee’s Own-Motion Inquiries

Click here to view the General Insurance Code Governance Committee's Own Motion Inquiry on add-on insurance (June 2018)

Click here to view the General Insurance Code Governance Committee's Own Motion Inquiry on Investigation of Claims and Outsourced Services (May 2017)

Guidance Note 1 Financial hardship obligations - General Insurance Code of Practice (March 2018) 

The Code Governance Committee’s (CGC) Guidance Note 1 Financial hardship obligations – General Insurance Code of Practice sets out its expectations of Code subscribers to ensure:

  • the timely assessment of requests for hardship assistance
  • communication with a consumer’s authorised representative
  • access to internal complaints processes, and
  • compliance by your employees and service suppliers.

Guidance notes are issued as part of CGC’s functions under its Charter, which authorises the CGC to provide Code Subscribers and other interested persons with guidance on compliance with the Code (section 1.1(l)).

Click here to view the Guidance Note 1 Financial hardship obligations – General Insurance Code of Practice (March 2018)