Supporting our vulnerable members
We understand some of our members may need extra help from time to time. The Group Member Advocate Office is here to represent the interests and champion the rights of members. Our job is to ensure your voices are heard, and to use your feedback to ensure we learn and continually improve to make things better for you.
The Group Member Advocate Office operates independently of the RACQ Assistance, Bank, and Insurance businesses and performs the vital role of advocating for members' individual and collective interests to ensure they remain a driving focus of RACQ.
What does the Group Member Advocate Office do?
- Provides our members with a "voice" in the organisation
- Promotes fair and reasonable outcomes for members
- Assists the business in better understanding our members' perspectives, and the impact of decisions on members
- Supports members/customers that may be experiencing vulnerability or hardship
- Engages with customer representatives, including consumer advocates, legal aid officers, community legal centres and financial counsellors
- Recommends opportunities to make a positive difference for members in broader initiatives, processes, issues and remediation activities
How can the Group Member Advocate Office help you?
If you have a complaint, contact RACQ's member relations team. The team will investigate your complaint and attempt to resolve the issue. You can contact them through our feedback page.
If you are dissatisfied with the outcome, you can either:
- Contact the Group Member Advocate Office by email memberadvocate@racq.com.au and request a review. Decisions of the Group Member Advocate Office are binding for RACQ, but not for you.
- Contact the Australian Financial Complaints Authority (AFCA) as per contact details below.
Australian Financial Complaints Authority
Online: www.afca.org.au
Non-financial services product
Office of Fair Trading
Online: https://www.qld.gov.au/law/your-rights/consumer-rights-complaints-and-scams/make-a-consumer-complaint
Accessibility services
Supporting our vulnerable members
Contact us
Need help or would like to know more? RACQ offers many convenient ways for you to get in touch with us.
Things to note
Insurance Products (excluding Travel Insurance) are issued by RACQ Insurance Limited ABN 50 009 704 152 (RACQI) and arranged by RACQ Distribution Services Pty Ltd (RDS) ABN 35 116 361 650, AFSL 567130 and RDS' authorised representatives (including RACQ Operations Pty Ltd ABN 80 009 663 414, AR No. 234978 (RACQO)). Conditions, limits and exclusions apply.
Any advice provided by RDS and RACQO is general advice only and does not take into account your personal objectives, financial situation or needs and you will need to consider whether the advice is appropriate for you. Read the Product Disclosure Statement (PDS) before making a purchase decision on the product. You can also access our Target Market Determinations on this website.
RDS receives a commission from RACQI for the policies it arranges. RACQO receives fees paid for services it provides to RDS. Further details about remuneration are available on request prior to purchasing.
Banking and loan products issued by Members Banking Group Limited ABN 83 087 651 054 AFSL/Australian credit licence 241195 trading as RACQ Bank. Terms, conditions, fees, charges and lending policies apply. This is general advice only and may not be right for you. This information does not take your personal objectives, circumstances or needs into account. Read the disclosure documents for your selected product or service, including the Financial Services Guide and the Terms and Conditions, and consider if appropriate for you before deciding.
Except for RACQ Bank, any RACQ entity referred to on this page is not an authorised deposit-taking institution for the purposes of the Banking Act 1959 (Cth). That entity’s obligations do not represent deposits or other liabilities of RACQ Bank. RACQ Bank does not guarantee or otherwise provide assurance in respect of the obligations of that entity, unless noted otherwise.
RACQ Bank subscribes to the Customer Owned Banking Code of Practice which establishes higher standards than the law requires. The Code reflects modern consumer expectations and developments in approaches to issues such as consumer vulnerability, guarantors, and supporting customers through financial hardship. Please read our Customer Owned Banking Code of Practice page for more information.