We take great pride in providing a high standard of service to our members. We love hearing about how we’ve made your day, 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.
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.
Once we have received your complaint we will acknowledge it as soon as we can. We will attempt to resolve your complaint as quickly and fairly as possible.
We have a dedicated internal dispute resolution process where we will work with you to resolve your complaint within 30 days.
For credit related complaints regarding requests to postpone enforcement proceedings, hardship or default notices we will work towards a resolution within 21 days.
RACQ understands some people may experience vulnerability at some point in their lives and may require special help or care. Our team are trained to support you, click here for further information.
For bank and insurance complaints, if we have not provided a resolution to your satisfaction, or we exceed the timeframes specified above, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).
The Australian Financial Complaints Authority provide an independent external dispute resolution service.
Financial services product (Banking and Insurance)
Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: GPO Box 3 Melbourne VIC 3001
PO Box 4
Springwood QLD 4127
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