Package Review Process

Southern Response provides a Package Review Process for policyholders who receive a Package offer from Southern Response and wish to have their Package offer reviewed.

The Terms of Reference for the Package Review Process set out the scope, process and other important information about the Package Review Process. Please click here to view the Terms of Reference.

In summary, a policyholder who has received a Package offer from Southern Response can request a review of the offer if they have any concerns about:

how the Package principles have been applied to the policyholder's original cash settlement with Southern Response, and/or
how the Package offer has been calculated.

Complaints about the scope of the Package or any other aspect of Package design are unable to be considered under the Package Review Process.

The first level of review under the Package Review Process is a review by a member of the Southern Response legal team who was not involved in calculating or approving the original Package offer (Internal Review). If a policyholder is not satisfied with the outcome of the Internal Review, the policyholder may request a second review by an independent external reviewer (External Review).

If you wish to request a review under the Package Review Process, you will need to request an Internal Review within 20 working days of receiving your Package offer from Southern Response. The review request may be made by you personally or another authorised representative on your behalf. The review request may be made by:

sending an email to the Legal Process Manager at This email address is being protected from spambots. You need JavaScript enabled to view it.; or
telephoning the Legal Process Manager on (03) 371 0900.

Your review request must outline your concerns about how the Package offer has been calculated and provide any additional information that you wish to have taken into account during the review process.

There are no fees payable to Southern Response to use the Package Review Process or to the independent external reviewer if an External Review is sought at a later stage.

At no time are you obliged to accept the Package offer or any revised Package offer that may be issued as a result of any review under the Package Review Process.