We're always open to hearing from you, whether it's a compliment, suggestion or complaint. It is important for us to know what we do well and we're just as keen to know if we haven't met your expectations.
Where possible we’ll resolve your complaint straight away, if we can’t we’ll resolve it within 30 days and keep you informed of our progress every 10 business days.
For more information, please view our Complaint and Dispute Management Policy (PDF 495KB)
How to lodge a complaint
You can lodge a complaint with us in person, at one of our branches, by telephone, mail, email or online. Our contact details appear below.
Phone
13 17 03
Mail
GPO Box C140, Perth WA 6839
Email
InsuranceMemberFeedback@rac.com.au
Australian Financial Complaints Authority
We will work with you to remedy any concerns however, if the matter is not resolved within 30 days, or you are dissatisfied with our response, you may complain to the Australian Financial Complaints Authority (AFCA) services.
AFCA is an independent free service which may assist consumers and small businesses to resolve their complaints with financial firms. AFCA will advise if they can assist. Any decision made by AFCA 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.
Note: AFCA may not consider your complaint if it was not submitted to AFCA before the earlier of the following time limits:
- Within two years of the date of our written response to your complaint after the conclusion of our internal dispute resolution process; and
- Within six years from the date you first became aware, or should reasonably have become aware, of the loss.
However, you may wish to contact AFCA to discuss your situation further, as AFCA may still consider a complaint submitted outside these time limits if it considers that special circumstances apply.
Phone
1800 931 678
Fax
(03) 9613 6399
Mail
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Email
info@afca.org.au
Web
afca.org.au
Members with hearing or speech loss
If you need help lodging a complaint, contact us though the National Relay Service via accesshub.gov.au, stating you want to contact RAC on 13 17 03.
Alternatively, contact RAC through the National Relay Service by texting 0434 182 877 providing 13 17 03 as the number you want to call.
Your Privacy
Your privacy and the privacy of your personal information are very important to us. To find out more about how we manage your personal information, visit rac.com.au/privacy.