+675 321 1388

Complaints procedure

If you have a complaint please talk to us about it.

While we hope it doesn’t happen, we understand that sometimes things don’t go as smoothly as you would like. When this happens, please let us know so that we can fix the situation quickly and fairly.

We have set up a process that ensures the right people hear about and address your complaint:

1. Talk to the person who handled your enquiry or claim

Concerns can often be resolved straight away by talking to us. Please contact the person who handled your enquiry or claim and explain the situation to them.

If you have any information that we weren’t aware of that would help us review the matter, please let us know.

If you prefer, you can contact us via our Complaints Form.

2. Talk to the Office Manager

If you feel uncomfortable dealing with the person handling your enquiry or claim, or you are not satisfied with their response, please contact the Office Manager. The Office Manager will consider all your concerns and carry out a full review, keeping you informed of the progress and will work to resolve your complaint as quickly as possible.

3. Take it to our General Manager

If you are still dissatisfied after taking the matter to the Office Manager, you can take your complaint to our General Manager.

Please include the name(s) of the staff you have already spoken with and any other information you feel will help us. If you have a particular outcome in mind, please let us know.

Our General Manager will review your complaint independently of the TOWER staff involved. We will keep you informed of the progress of your complaint and strive to be prompt and fair in our assessment.

4. For more information or to make a complaint, please call or visit one of our branches:

Port Moresby, NCD
Level 4, Harbourside West,
Stanley Esplanade,
PO Box 136, Port Moresby.
Stefan Hansen – General Manager
Selina Kautu – National Underwriting Manager

Phone: +675 321 1388
Mobile: 720 22022
Fax: +675 321 1881

Lae, MP
Suite 13, Post PNG Building,
PO Box 758, Lae.
Kittie Wakma – Office Manager

Phone: +675 472 4590
Fax: +675 472 2511

Kokopo, ENB
Level 1, Suite 5,
Kokopo Commercial Centre Building,
Pockley Street,
PO Box 226, Kokopo.
Julie Lupai – Office Manager

Phone: +675 982 8392
Fax: +675 982 8543