About our complaints process

When you make a complaint, we will:

• acknowledge your complaint as soon as possible
• tell you the name and relevant contact details of the person who will be handling your Complaint
• ensure your Complaint is handled by a person with appropriate authority, knowledge or experience. This will not be the person whose decision or conduct is what your Complaint is about.
• only ask for, and rely on, information that is relevant to our decision
• keep you informed of our progress at least every 10 business days
• provide an outcome within a maximum of 30 calendar days.

How to make a complaint:

Step 1

Get in touch with us regarding your concerns.

You can call us on 1300 296 296 or by writing to PO Box 1118, Maroochydore, QLD 4558.

When you make your complaint please provide as much information as possible, to assist us in resolving your matter quickly.

Your Complaint will be acknowledged on receipt, and if we can’t resolve your concern immediately, we will do our best to resolve it and provide you with an outcome within 5 business days.

Step 2

If we haven’t resolved your complaint within 5 business days, or if you’re not satisfied with how we’ve tried to resolve it, your complaint will be escalated for an Internal Dispute Resolution (IDR) review, following the process outlined in our Complaint Resolution Process Document.

Following the review we will provide, in writing, our final decision. This will be provided within 30 business days of your complaint, unless we’ve requested an extension from you and you’ve agreed to give us more time.

Step 3

If your complaint is not resolved in a manner satisfactory to you, or we do not resolve your complaint within 30 calendar days of receiving it, you may refer the matter to the Australian Financial Complaints Authority (AFCA):

The Australian Financial Complaints Authority

Phone: 1800 931 678

Post: GPO Box 3 Melbourne VIC 3001

Website: www.afca.org.au

Email: info@afca.org.au

AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms. A decision by AFCA is binding on us but is not binding on you.

You also have the right to seek further legal assistance.

What if you need additional help

We aim to communicate with you in a simple and plain manner, and we recognise that some people need more help when communicating.

For National Relay Service Users:

TTY users - phone 1800 555 677 then ask for 1300 296 296

Speak and Listen (speech-to-speech relay) users - phone 1800 555 727 then ask for 1300 296 296

Internet relay users - visit the National Relay Service website and ask for 1300 261 261

For more information visit the National Relay Service website.
If you speak a language other than English, you can book an interpreter with:

If you need an interpreter, please call TIS National on 131 450 and ask them to call Club 4x4 on 1300 296 296

If you need any other assistance to make a complaint, please let our staff know and they will do their best to help you.