1300-838-942

Complaints Process

Carbundleit aim to deliver market leading customers service to all our customers 100% of the time. 

CarBundleit values complaints as a means of strengthening our administration and improving our relationships with customers.

We aim to have a complaints process that is of fairness, accessibility, responsiveness, efficiency and integration.

Carbundleit complaints handling staff are skilled and professional 

Our internal complaints handling process is clearly defined in seven steps – acknowledgment, assessment, planning, investigation, response, review, and consideration of systemic issues

Information about complaints is examined as part of a continuous process of organisational review and improvement

How to make a complaint?

If you have a complaint, please follow the following steps to have your complaint resolved fast and effectively.

Step 1.

Please raise your complaint with your consultant. Our consultants are trained and encourage to resolve most problems and issues in the first instance allowing the fastest possible resolution to your complaint. 

Step 2.

If you are unhappy with your consultants’ response or you are not happy discussing the issue with them, you can exculpate your complaint to a team leader. Your complaint will be fully investigated and you will have a response within 10 working days. 

Email

Email your complaint to admin@carbundleit.com.au Attention: ‘Complaints Handling Process’ in the subject line

Online

Submit your complaint via out feedback formwith ‘Complaints Handling Process’ in the feedback summary field

Mail

Mail your complaint to:

Complaints Handling Process
CarBundleit Pty Ltd
PO Box 1213
Williamstown, VIC 3016

Step 3.

If you have escalated your complaint to a team leader and are unhappy with the response and feel your complaint was not adequately resolved, you can contact Our senior complaints handling manager:

Amy
Senior Complaints Handling Manager (CarBundleit Pty Ltd)
PH: 1300 838 942
PO Box 1213
Williamstown, VIC 3016

Step 4. 

If you have followed our internal complaints process and are still unsatisfied with the outcome you can contact our external complaints dispute resolution service (FOS) via any of the following ways:

Please note that in most cases FOS will request that you follow our internal complaints process before lodging a complaint with them for investigation.

Phone

Call 1800 367 287

Mail your complaint to:

Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001

More Details

For further details on how to lodge a complaint with our external disputes handling service you can visit their website at www.fos.org.au

Our Aim

Carbundleit aims to have complaints resolved within 10 working days. If for any reason there is a delay in resolving your complaint we will make sure that you are at all times notified of where we are at in the process.