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Complaints

How we resolve complaints

We strive to be authentic & provide exceptional customer service, but we aren’t perfect, so we encourage honest feedback

Club 4X4 Complaints Process

We strive to be authentic and provide exceptional customer service, but we aren’t perfect, so we encourage honest feedback. We’re here to help, and if something’s not right we want to hear about it. Whether it’s about your policy, claim, privacy, or how our team or service suppliers handled something, we’re listening.

Regulatory Compliance

We manage complaints in accordance with the General Insurance Code of Practice (GICOP) and ASIC (Australian Securities and Investments Commission) regulations.

We also work with our insurer, QBE Insurance (Australia) Limited (QBE), to handle complaints.

Step 1: How to Make a Complaint

You can reach out to our team anytime. Please provide as much information as possible to help us resolve your matter quickly.

Contact Club 4X4:

Alternatively, you can contact our insurer directly:

Contact QBE Customer Relations:

  • Phone: 1300 650 503 (Monday to Friday, 9am to 5pm AEST, excluding public holidays)
    • Calls from mobiles, public phones or hotel rooms may attract additional charges.
  • Email: complaints@qbe.com
  • Website: QBE Complaints and Feedback
  • Post: Customer Relations, GPO Box 219, Parramatta, NSW 2124

Step 2: What Happens After You Lodge a Complaint

When you make a complaint to Club 4X4, we will:

  • Acknowledge your complaint as soon as possible.
  • Review your complaint and all relevant information.
  • Ensure it is handled by someone with appropriate authority, knowledge or experience (not the person whose conduct or decision is being questioned).
  • Only ask for, and rely on, information relevant to our decision.
  • We will aim to resolve your complaint and provide you with an outcome within 5 business days.

If we cannot resolve your concern:

  • If we haven’t resolved your complaint within 5 business days, or if you’re not satisfied with how we’ve tried to resolve it, your complaint will be escalated to our insurer QBE.

Step 3: What to Expect from QBE

Once your complaint is referred to QBE:

  • QBE will contact you regarding your complaint.
  • Your complaint will be reviewed by someone with the appropriate authority, knowledge or experience — not the person involved in the original issue.
  • QBE will only seek and consider information relevant to their decision.
  • They will keep you informed of progress at least every 10 business days.
  • QBE will endevor to provide a final decision in writing within 30 calendar days of when you first raised your complaint, if they have all the required information.
  • If more information or further investigation is needed:
    • QBE will contact you to explain what is needed,
    • Provide the reason for any delay,
    • Confirm a revised timeframe for a decision,
    • Inform you of your right to contact the Australian Financial Complaints Authority (AFCA).

Step 4: If You’re Still Not Satisfied — Escalate to AFCA

  • If you are not satisfied with the final decision, or
  • Your complaint is not resolved within 30 calendar days,

You can escalate your complaint to the Australian Financial Complaints Authority (AFCA) — an independent, free dispute resolution service.

Contact AFCA:

AFCA handles eligible general insurance complaints. They can confirm whether your matter falls within their rules, as some exclusions may apply.

Time limits for lodging a complaint with AFCA:

  • Six years from when you first became aware (or should reasonably have become aware) of the issue, or
  • Two years from the date of our final response through the Internal Dispute Resolution (IDR) process.
  • After these timeframes, AFCA may be unable to consider your complaint.

Privacy Complaints

If your complaint concerns privacy, and you are not satisfied with our response, you may escalate the issue to the Office of the Australian Information Commissioner (OAIC).

Contact OAIC:

Club 4X4 Privacy Policy

We respect your privacy and manage your personal information in line with the Australian Privacy Principles and the Privacy Act.

To view our Privacy Policy:www.club4x4.com.au/privacy-policy or call us on 1300 296 296.