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Austria complaints handling

There are no definitions of a complaint or a complainant in Austrian law and regulations.

The Austrian Financial Market Authority expects that insurers comply with existing EIOPA definitions.

Definition of a complaint (EIOPA definition)

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.

Definition of a complainant (EIOPA definition)

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.



A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided in writing, within reasonable timeframe, and no longer than 8 (eight) weeks of receipt of the complaint.


External Dispute Resolution

Beschwerdestelle über Versicherungsvermittler im BMAW,

Bundesministerium für Arbeit und Wirtschaft

Stubenring 1, 1010 Vienna,

Abteilung VI/A/1