We welcome every opportunity to resolve any concerns you may have with our products or services provided by us or RAC Distribution Pty Ltd.  Following these steps will assist you in resolving any complaint you may have.

How to get help

Step 1: Tell us about it first.  If you have a complaint, please tell one of our staff about it, for instance the Claims Officer managing your claim, or a customer service consultant.  You can also write to us with the details of your concerns.  

Step 2:  Refer to a team leader.  If the staff member is unable to resolve the matter for you, you can request that the matter be referred to a Team Leader who will contact you within 15 business days.

Step 3:  Seek a review.  If we are still not able to resolve your complaint, you can ask for it to be referred to a Manager who will respond to you within 15 business days.  This will be our final review after which, if you remain dissatisfied, you can seek an external review.  

Step 4: Seek an external review.  If you decide to seek an external review, you can refer the matter to the Financial Ombudsman Service at any time within two years of us informing you of the outcome of your final review of your complaint.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS Australia) is an independent free service aimed at resolving disputes between policyholders and their insurance companies, or uninsured claimants who have a dispute with an insurer in relation to motor vehicle property damage.  

FOS Australia with advise if they can assist.

Any decision made by FOS Australia will be binding on us if accepted by you.  If you do not accept the decision, it is not binding and does not exclude other remedies.

The Financial Ombudsman Service can be contacted by: 

Telephone: 1800 367 287

Mail: Financial Ombudsman Service, GPO Box 3, Melbourne VIC, 3001

Email: Info@fos.org.au

Web: www.fos.org.au