Complaints and Feedback
We take great pride in providing a high standard of service to our members. We love hearing about things we have done well, but we also know sometimes things don’t always work out the way they should. If that happens, it’s important to let us know as soon as possible so we can work with you to make things right.
Your valuable feedback, whether positive or negative, is important, as we are committed to providing our members with the best service experience possible.
Thank you for taking the time to tell us about your experience, we are always looking for ways to strengthen what we do well Feedback form.
Member behaviour and conduct
RACQ is committed to being accessible and responsive to all member complaints. At the same time RACQ must provide a safe environment for our staff and service providers and we expect our staff, service providers and members to treat each other with courtesy and respect.
When members behave unreasonably in their dealings with us, their conduct can significantly affect our success. As a result, RACQ will take proactive and decisive action to manage any member conduct that negatively and unreasonably affects RACQ and its staff.
We also ask that parties communicate with staff through RACQ’s formal communication channels, information on which is below.
What if I have a complaint?
Our complaints process is free and can be accessed through our website, webchat, email or telephone. You may also wish to have a representative help you lodge and manage your complaint.
Complaints Management Process
Getting in touch
Internal Review process
- Our front-line staff will try and resolve your complaint at the time you express your dissatisfaction. Should they be unable to resolve your dispute, your complaint will be escalated for an initial review by the relevant team. An acknowledgement of your complaint will be provided to you within 24 hours or next business day.
- The relevant second-line team will attempt to resolve your complaint as quickly and fairly as possible. Should they be unable to resolve your complaint to your desired resolution, the matter will then be escalated to our Internal Dispute Resolution team for a full and impartial review on the matter.
- Our Internal Dispute Resolution team will review your complaint in its entirety and attempt to resolve your complaint as quickly as possible. The assigned complaint handler will provide clear and respectful communication and use clear language in our communications with you. You will be kept up to date with the progress of your complaint at least every 10 business days, unless it is resolved earlier, or you agree to a different timeframe. When a final decision about your complaint has been made, we will respond to you in writing with the reasons for our decision.
At your request, we must give you – free of charge – access to any information we relied on in assessing your application for insurance cover, or in handling your claim, or in responding to your complaint.
The information you may access includes:
- documents and information we relied on to deny your claim
- copies of your product disclosure statement and insurance
- copies of any reports from Service Suppliers or External Experts that we relied on and
- copies of any recordings and/or transcripts of any interaction we had with you that we relied on.
We must give you this information within 30 calendar days. However:
- if you ask for information or for copies of any Service Suppliers’ or External Experts’ reports that we relied on, we must provide this within 10 business days.
- if you ask for the information relied on when making a decision about your Complaint, we must provide this within 10 business days.
If we refuse to give you access to information, we will not do so unreasonably, and we will tell you our reasons for doing so and about our Complaints process. We may refuse to give you access to information in the following circumstances:
- where a law — for example, the Privacy Act 1988 — says we do not have to
- in the case of a claim where the claim is being or has been investigated, and giving access would have an unreasonable impact on the privacy of other individuals or government agencies or
- if doing so may be prejudicial to us in relation to a Complaint or a dispute about your insurance cover or your claim — however, even in this circumstance we must give you access to any External Experts’ reports we relied on.
Group Member Advocate
Should you remain dissatisfied with the outcome provided by our Internal Dispute Resolution team you can:
- Contact the Group Member Advocate Office by email email@example.com 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.
For more information visit our Group Member Advocate
- Should you remain dissatisfied with the final outcome, or we have not been able to resolve your dispute within the relevant time frame referenced in the table below, we will inform you of your right to take your complaint to AFCA for an independent external dispute resolution service (refer contact details below).
||Timeframe to provide a written outcome
|Banking and Credit Related Complaints
||21 calendar days
|General or Insurance Related Complaints
||30 calendar days