We are committed to complying with the General Insurance Code of Practice and Australian Privacy Principles. 

The General Insurance Code of Practice establishes standards of practice that insurers adhere to and support.

The personal information you provide is used to set up and manage your insurance policies. It also determines the extent of risk that you've proposed and plays a role in working out fair and competitive premiums.

RACQ Group collect, use and disclose your personal information in line with their privacy statement which is available free of charge from racq.com or you can request a copy.

Find out about the Australian Privacy Principles.

Complaint resolution and referral

We pride ourselves on our history of helping Queenslanders out when they need us most. We make every effort to reach a positive outcome for all our customers and are committed to providing the best customer service.

The following steps allow you to refer a complaint about our products, services or a potential privacy issue. You can contact us at any time during steps 1 and 2. 

Step 1: Talk to us first

  • Call us on 13 7202 or +61 (0)7 3361 2141
  • Email us at racqidisputeresolution@racq.com.au
  • Write to us at:

    Customer Dispute Resolution Department
    PO Box 3004
    Logan City  QLD  4114

We will contact you within 15 business days of receiving your complaint.

Step 2: Request an internal review

If you aren't happy after Step 1, you can request a referral to our Internal Dispute Resolution Committee.

The committee is made up of business representatives who have the knowledge, skills and authority to help address your complaint. They will conduct a full review of your complaint and advise you of the committee's decision in writing within 15 business days.

Step 3: Seek an external review

We are a member of an insurance industry approved External Dispute Resolution Service.

You can refer your complaint to an External Dispute Resolution Scheme if we are unable to resolve your complaint to your satisfaction using steps 1 and 2 within 45 days from the date we receive it, or you receive our Internal Dispute Resolution Committee’s final decision. Contact details are as follows:

For disputes lodged before 1 November 2018:

Financial Ombudsman Service Australia
Online: www.fos.org.au
Email: info@fos.org.au
Phone: 1800 367 287
Mail: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001; or

For disputes lodged on or after 1 November 2018:

Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

To find out more information about our Customer Satisfaction (PDF, 186KB) refer to our brochure.

FOS and AFCA are a free service set up to help you resolve your disputes. They are impartial bodies who are totally independent, and we agree to accept their determination as final.