Covid-19 Update: We’re still here to help and are taking steps to keep everyone safe. Visit our Covid-19 FAQs for more information.

Covid-19 FAQs

Customer service
Need a hand?
Whatever you need help with, our customer service team is here for you.
Call:
1300 573 477
Our aim is to take the
worry out of breakdowns
for everyone.
At Domestic & General, our aim is to take the worry out of breakdowns by protecting the important appliances and electronics around your home.
Covid-19 Update
Repairs
Claims
Cancellations
Complaints
Covid-19 Update
Coronavirus Update
We’re here to help
At Domestic and General, we recognise that the service we offer our customers is essential to keeping their homes running. During the coming weeks you may need to rely on your appliances more than usual. We want to reassure you that our team are ready to help if and when you need us.

We are following the Government’s advice and will continue to work closely with our dedicated partners so that we can help our customers safely.

Frequently Asked Questions

My appliance isn’t working, can I still book a repair?

Yes, you can still book a repair. Please contact our Melbourne based customer experience team on 1300 573 477.

If you are a Good Guys Concierge customer, please contact 1300 765 988 or visit thegoodguys.com.au/updates

If I need to book a repair, what measures are in place to ensure my safety?

Following the developing situation of COVID-19 and with advice from the Government and health authorities, we’ve introduced new measures to help keep our customers and repair agents safe.

Our repair agents are taking the following precautions to ensure their safety and the safety of our customers:
  • Agents are observing social distancing guidelines and are keeping the recommended 1.5m distance during home visits. Repair agents are also encouraged to avoid shaking hands.
  • Repair agents may use additional personal protective equipment such as gloves whilst carrying out repairs. Some repair agents may also use a mask.
  • Repair agents are encouraged to practice good hygiene and carry hand sanitiser for cleaning hands and equipment before and after every home visit.

Our Service agents may ask you questions when booking in a repair, related to COVID-19 to ensure they are aware of any current health circumstances which can help them protect you as well as their engineers.

My repair is already scheduled, is this still going ahead, or will it be rescheduled due to COVID-19?

At this stage we are currently proceeding with scheduled repairs. If any changes need to be made to your repair, you will be contacted to discuss this further. If you would like to reschedule, you can contact your repair agent directly or call us on 1300 573 477.

If you are a Good Guys Concierge customer, please contact 1300 765 988 or visit thegoodguys.com.au/updates

Our Service agents may ask you questions when booking in a repair, related to COVID-19 to ensure they are aware of any current health circumstances which can help them protect you as well as their engineers.

I’m currently self-isolating, how will this affect my repair?

If you are self-isolating because you or a member of your household are experiencing any of the following a repair agent will not be able to attend your home until it is deemed safe to do so:
  • Symptoms of the Coronavirus such as a high temperature or new persistent cough
  • Awaiting test results
  • Diagnosed with the Coronavirus
  • Have been in contact with someone with the Coronavirus
  • Recently returned from a high-risk area including; Mainland China, Iran, South Korea, Northern Italy, Thailand, Japan, Republic of Korea, Hong Kong, Taiwan, Singapore, Malaysia, Macau, Vietnam, Cambodia, Laos or Myanmar.

In these cases, please book a repair when the recommended 2-week self-isolation period due to infection is over.

If you are self-isolating because you are vulnerable:


The current Government guidelines suggest that you should self-isolate if you are considered vulnerable, for example if you are:
  • Over the age of 70
  • people with weakened immune systems
  • people with diagnosed chronic medical conditions

If you would still like to book or go ahead with an existing appointment, please do so. Our Service agents may ask you questions when booking in a repair, related to COVID-19 to ensure they are aware of any current health circumstances which can help them protect you as well as their engineers.

If you would like to reschedule, you can contact your repair agent directly or call us on 1300 573 477.

If you are a Good Guys Concierge customer, please contact 1300 765 988 or visit thegoodguys.com.au/updates

Our repair agents are taking the following precautions to ensure their safety and the safety of our customers:
  • Agents are observing social distancing guidelines and are keeping the recommended 1.5m distance during home visits. Repair agents are also encouraged to avoid shaking hands.
  • Repair agents may use additional personal protective equipment such as gloves whilst carrying out repairs. Some repair agents may also use a mask.
  • Repair agents are encouraged to practice good hygiene and carry hand sanitiser for cleaning hands and equipment before and after every home visit.

I am in isolation and I need to cancel/reschedule my repair. How do I do this?

If you would like to reschedule, you can contact your repair agent directly or call us on 1300 573 477.

If you are a Good Guys Concierge customer, please contact 1300 765 988 or visit thegoodguys.com.au/updates

Contact us

Following government guidance, we have moved all of our teams to work from home. This enables us to keep helping customers, but it may mean that you experience longer hold times than usual.

If you haven’t been able to find what you’re looking for in our FAQs, please contact our Melbourne based customer experience team on 1300 573 477.

If you are a Good Guys Concierge customer, please contact 1300 765 988 or visit thegoodguys.com.au/updates

You can also contact the National Corona Virus Hotline on 1800 020 080.
The Good Guys Concierge Customers

Please refer to the dedicated FAQ page located here: thegoodguys.com.au/updates
Repairs
How to book a repair
If you're having a problem with your product, here's how to book a repair:
1. Call us on 1300 573 477 and our customer service team will be happy to help. When you call, please have your policy number and a pen to hand.

2. For approved repairs, we’ll give you a phone number for an expert local repair agent and a reference number.

3. The repair agent will get in touch to arrange your repair at a time that works for you. We’ll usually take care of the costs directly with the repairer, so you shouldn’t see a bill.
Claims
How to make a claim
If you need to make a claim, please follow these simple steps:
1. Call us on 1300 573 477 and our customer service team will be happy to help. When you call, please have your policy number and a pen to hand.

2. We’ll talk you through your options and help you book a repair or arrange a replacement.

3. For repairs, you’ll be able to deal directly with the repair agent to arrange a time that suits you. For replacements, we’ll arrange for collection or delivery as soon as possible.

Domestic and General Theft and Burglary Claim Form
Cancellations
How to cancel a policy
We’re sorry you’re thinking of cancelling your policy. Please call us and we’ll be happy to help.
Tel: 1300 573 477
Complaints
Our commitment to you
We are committed to providing a fair and responsible system for handling complaints. We have a complaint resolution process available to anyone who has a complaint against Domestic & General, a member of our staff or one of our service providers.
To view a copy of our Complaints Resolution Process, click here.