We aim to sort out every issue quickly and fairly. If we’ve missed the mark, please tell us so we can put things right.
How to lodge your complaint
Fill in our Contact Support form at
The form lets us send an automatic acknowledgement straight away and route your case to the right team.
Information to include
- Vehicle registration (rego)
- Date range of the booking, or the Stripe receipt number if you have it
- A brief outline of what went wrong and how you’d like us to resolve it
- Your preferred contact details
How we handle complaints
| Complaint type | Our response target |
|---|---|
| Credit-reporting matters (e.g. default listing or hardship request) | Within 30 calendar days |
| General service issues (e.g. vehicle, billing, or account concerns) | We aim to resolve these within 30 calendar days where possible |
If the matter is unusually complex, we will write to explain why we need more time.
If your complaint is about a default listing
If you are unhappy with our final response on a credit-related hardship or default complaint, or if we do not respond within the 30-day limit, you may take the matter to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Telephone: 1800 931 678 (free call)
Email: [email protected]
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA can only consider complaints that relate to credit-reporting matters, such as default listings. Other issues are outside AFCA’s jurisdiction, so please work with us directly through the online form above.
