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.
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
Once you’ve made a complaint, we will review your complaint and contact you within 15 business days.
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 the Australian Financial Complaints Authority [AFCA], an industry approved external dispute resolution service. AFCA offer an external dispute resolution service which resolves disputes between consumers - you – and financial service providers who take part in that service - us.
You need to give us the opportunity to review your complaint before AFCA can consider your complaint. If we are unable to resolve your complaint within 45 calendar days of the date we first received your complaint, you can refer your complaint to AFCA, even if we are still considering your complaint.
AFCA deal with complaints that fall within their Rules. To find out whether your complaint qualifies for their service, you can contact AFCA as follows:
Australian Financial Complaints Authority
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, 151KB) refer to our brochure.