Complaints

Step 1 — Tell us

Call 1300 642 277 or email hello@carcrashrentals.com.au with your name, the vehicle registration if you have one of our cars, and what has happened. Most issues are sorted on the first call.

Step 2 — We acknowledge

We acknowledge written complaints within two business days and tell you who is handling it.

Step 3 — We investigate and respond

We aim to give you a written outcome within fifteen business days. If we need longer, we will tell you why and give you a new date.

Step 4 — If you are still not satisfied

• Ask for the matter to be escalated to management and reviewed again.
• You can contact the consumer protection agency in your state, such as the Office of Fair Trading in Queensland.
• For privacy complaints you can contact the Office of the Australian Information Commissioner.

Complaints about a repairer or an insurer are best raised with them directly, but tell us anyway so we can help where the hire is affected.