What if I’m not happy?

 
 
 
 
 
 
 
 
 
 

If you’re not happy, we’d like to hear about it – whether it’s a complaint about our service, or a claim.

Make a complaint

We're here to make this work.

If you’re not happy, we’d like to hear about it – whether it’s a complaint about our service, or a claim.

Perhaps we missed something or didn’t deliver to the standard you’d expect? We think it’s perfectly reasonable for you to make a complaint. We’d love the chance to make amends if possible, and if we know where we’ve fallen short, we can make corrections to improve our service.

Sometimes the result of a claim doesn’t turn out how you expect, but fear not! You’re just a few steps away from submitting an appeal so we can take another look at your claim.

If your claim is declined, we email you the reason why, with an invitation to appeal the decision if you don’t agree. This means that you have the opportunity to provide additional information to support your claim. And with new evidence, we may make a different decision.

Just follow the steps below, and we’ll work with you to resolve your complaint or appeal.

  1. Send us an email

    Email us at fixit@holidayrescue.com.au and we’ll inform you of the outcome of your complaint within 10 business days, provided we have all the information we need.

  2. Take it to the next step

    If we have not been able to resolve your complaint, you can email our Solutions Team at fixit@holidayrescue.com.au. Just say you want to take your complaint to ‘Step 2’.

    Your complaint will be investigated by an experienced person who will be new to your case. We’ll inform you of the outcome within 10 business days, providing we have all the details we need.

  3. Contact the Australian Financial Complaints Authority

     

    If you’re still not happy, or your complaint hasn’t been resolved within 45 days,

    you can contact the Australian Financial Complaints Authority (AFCA). AFCA provide a free and independent complaint resolution service for consumers who have disputes that fall within its terms of reference (The Rules).

     

    You can visit their website (afca.org.au) for details on what they offer, what their process is, and to lodge a dispute.

    You can also contact AFCA via:

    Email: info@afca.org.au

    Telephone: 1800 931 678 (free call)

    Mail: GPO Box 3, Melbourne VIC 3001