We always want to hear from you – your feedback gives us the opportunity to improve our products and services so we can reach our aim of taking the worry out of breakdowns for everyone.
What should I do if I have a complaint?
If you’re dissatisfied with our service, please:
- gather all your information about your complaint;
- think about any questions you need answered that will help us resolve the issue more efficiently; and
- contact us as soon as possible.
How will you handle my complaint?
When we get your complaint, we’ll send you an acknowledgement immediately or as soon as possible.
We’ll then respond to your complaint as soon as possible. If it’s not been resolved within three business days, we’ll let you know that it’s under investigation and we’ll get back to you within a further fifteen business days.
If we need to, we’ll contact you to ensure your concerns have been fully understood.
When we next contact you, we’ll either let you know our decision on your complaint or tell you how much more time we need to fully address it.
To view a copy of our Complaints Handling Policy, click here.
How can I make a complaint?
You can send us your complaint or feedback via:
Phone: 1300 573 477, Monday to Friday 8:30am – 5:30pm (AEST)
Mail: GPO Box 3004, Melbourne VIC 3001
What if I’m not satisfied with the handling or resolution of my complaint?
The Operations Director of Domestic & General is responsible for dealing with all complaints made against Domestic & General and/or its representatives and can be contacted via:
Operations Director, Domestic & General, GPO Box 3004, Melbourne, VIC 3001.
If you’re still unhappy with our decision, you may be able to escalate your dispute at no cost, to the the Australian Financial Complaints Authority (AFCA), of which we are a member. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Free call*: 1800 931 678
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
If the AFCA is unavailable, please let us know so we can give you information about other external dispute resolutions services.
*Your customers can lodge complaints with AFCA on this number from 1 November 2018