Customer feedback & complaints

How we handle your complaint

1. All complaints received will be assessed internally (and escalated as necessary), and investigated in accordance with our internal dispute resolution procedures.

2. Once the investigation of the complaint has been concluded, we will provide you with the outcome of the investigation and proposed resolution.

3. You will be informed of the resolution of your complaint within the required timeframes, and we will keep you updated on the progress of your matter.

How long will it take?

Our aim is to resolve your complaint (where possible) on the spot, or otherwise within 5 business days. However, resolution of some complaints may take longer, in which case we will respond as soon as we can.

In the majority of cases, we will provide you with a final written response to your complaint advising you of our findings and the reasons for those findings within 30 days of receiving your complaint.

If the matter is complex and a longer period is required, then before the 30 day timeframe has elapsed, we will provide you with a delay notification advising you of the reason for the delay and when you can expect a response.

We will keep you informed on the progress of your complaint with regular communication.

If you are unhappy with the resolution of your complaint

Insurance claims handling and settling service complaints

If you feel that a complaint has not been resolved or handled adequately by us or if you are still not satisfied with our final response and your complaint relates to our insurance claims handling and settling service, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

All other complaints

If you feel that a complaint has not been resolved or handled adequately by us or if you are still not satisfied with our final response, you may request that your matter be escalated to senior management.

Additional assistance

Custom Fleet is committed to assisting people who may have difficulties in submitting a complaint.

If you require any additional assistance, please call us on 1300 364 651.