Complaints & feedback

Our commitment

Crash Assist deals with people on some of the most stressful days of their year, and we hold ourselves to a simple standard: straight answers, kept promises, and problems fixed quickly when we get something wrong. A complaint is signal, not noise. It gets attention, not a form letter.

How to make a complaint

Raise it whichever way suits you:

• Phone: 1800 840 221, ask for the manager handling your file;
• Email: info@crashassist.com.au, put “Complaint” in the subject line, describe what happened and how you'd like it resolved, and it's routed with priority.

To help us investigate quickly, include your name, the best number to reach you, your claim or vehicle details, and what outcome you're seeking.

What happens next

• Acknowledgement: we aim to acknowledge your complaint within 2 business days of receiving it;
• Investigation: a person with authority to fix the issue reviews your file, the facts and any calls or correspondence;
• Response: we aim to resolve most complaints within 21 days. If your matter is complex and needs longer, we'll tell you why and keep you updated on progress;
• Outcome in writing: you'll receive our response and, where something went wrong, what we're doing to fix it.

If you're not satisfied

If you've been through our process and don't believe your complaint was resolved fairly, you can escalate it to an external body:

• NSW Fair Trading, for complaints about goods and services, including vehicle repairs and hire: fairtrading.nsw.gov.au or 13 32 20;
• Office of the Australian Information Commissioner (OAIC), for complaints about how we handled your personal information: oaic.gov.au. See also our Privacy Policy.

Record keeping

We keep a record of every complaint, its investigation and its outcome. Patterns get reviewed so the same issue doesn't happen twice. That's the point of the process.

This page should be read together with our Terms & Conditions and Privacy Policy.