Had an issue with Flexicar? Get a real response.
How to submit a complaint with Flexicar
Raising a clear, evidence-backed complaint early gives you the best chance of a reversal. Use the channel that matches your urgency.
Phone — Fastest for Urgent Issues
- Call the Flexicar contact number on 1300 36 37 80 (also written as 1300 363 780) for the customer care and complaints line.
- Use this channel for urgent problems: being locked out of a car, a vehicle fault, or a safety concern during a booking.
- Lines are staffed during business hours.
Email — Best for Billing & Damage Disputes
- Email full details to info@flexicar.com.au, including your membership name, booking date, vehicle registration and screenshots of any error messages or charges.
- Email creates a written record, which is essential when you dispute charges or contest a damage invoice.
Online Contact Form
- Submit your complaint through the Flexicar Contact Us page.
- Describe the issue clearly and attach evidence where possible.
In-App Support
- Raise the issue through the Flexicar mobile app, which logs your booking history automatically — useful evidence when disputing a charge.
Before You Submit
- Check the Flexicar Help & Support Centre so you can reference the exact policy term (late fees, fuel, damage liability) you believe was applied incorrectly.
- Always quote your account name, booking reference, vehicle registration and the exact dollar amount in dispute.
- Take dated photos of the car — interior, exterior, fuel gauge, odometer — at the start and end of every trip. This is the single most effective way to win a damage or fuel dispute.
Flexicar's complaints approach is structured but light on guaranteed timeframes. Phone is positioned as the first step, with unresolved matters moved to written correspondence.
- First contact: Front-line customer care operators handle initial contact via the support line or online contact form.
- Written follow-up: If the issue is not resolved on the phone, Flexicar directs you to the online contact form and a correspondence address for a formal written complaint.
- Who handles disputes: Billing and damage disputes are typically escalated to a back-office disputes team and resolved by email rather than over the phone.
- Timelines: Flexicar does not publish a specific complaint-resolution SLA. Deposit and refund timeframes are quoted in policy as up to 7–21 days, though customer reviews frequently report longer waits.
Refund eligibility is governed by the Flexicar Membership Terms: annual membership fees are only refundable in the first month if the member has never driven, and unused pre-paid driving credits are not refunded. Knowing these terms before you complain helps you frame the dispute correctly — as a charge error or an Australian Consumer Law guarantee issue, rather than a discretionary refund request.
Common complaints against Flexicar
These themes recur across Flexicar reviews on ProductReview.com.au (rated approximately 1.4 out of 5 from around 89 reviews) and Flexicar reviews on Trustpilot.
Disputed & Unexpected Charges
- Flexicar late fees of $3–$4 per ride that add up over time, plus unexplained extra charges.
- Large damage invoices — one member reported being charged $1,136.51 for two small bumper dents that were allegedly never repaired and not itemised.
Flexicar App Problems
- The booking and unlock app described as buggy and unreliable.
- Members charged for bookings even when the app failed to let them photograph or access the vehicle.
Poor Flexicar Customer Service
- Operators described as unhelpful and lacking authority to resolve issues.
- Disputes resolved only by email, with delays and limited follow-up.
Vehicle Condition
- Dirty cars, flat or dead batteries, and dashboard warning lights reported on collection.
- Missing keys or fuel cards leaving members unable to complete a booking.
Refund & Account Issues
- Deposits or credits not returned within the stated 7–21 days, with unanswered emails and calls.
- Memberships deactivated after a failed direct debit, or after a member lodged a bank or Consumer Affairs payment dispute.
Flexicar complaints submitted through Ajust
How other consumers Flexicar complaints got resolved
Charged Despite App Failure
A long-term member said the redesigned app made check-in a "nightmare" and failed four times during the mandatory photo step. They were charged even though they never received the vehicle, and support initially declined to help.
Tip: Email screenshots and timestamps of the app failure and explicitly request a reversal because the booking was never delivered.
Large Unverified Damage Charge
A member was billed over $1,136.51 for two small dents in a rear bumper, with no itemised quote and no proof the repair was carried out. Members in this position pushed back by requesting a full written breakdown and repair invoice.
Tip: Where Flexicar cannot substantiate the charge, escalate to a bank chargeback and Consumer Affairs to add external pressure.
Lost Key, No Support
After 15 years as a member, a customer lost a vehicle key mid-booking and was left stranded with only a warning about parking-fine liability rather than roadside assistance. Documenting the call and out-of-pocket costs created a stronger basis for escalation.
Tip: Record the time stranded and any costs in writing, then formally request a fee waiver and compensation.
If your first contact does not resolve the issue, escalate in clear, documented steps.
Step 1 — Put It in Writing
- Move the complaint from phone to email (info@flexicar.com.au) or the online contact form.
- State clearly that it is a formal complaint and name the resolution you want: refund, fee waiver, or written damage breakdown.
Step 2 — Request Escalation
- Ask for the complaint to be escalated beyond the front-line operator to a manager or disputes team.
- Request a complaint reference number and an expected response date.
Step 3 — Set a Deadline
- State a reasonable timeframe — for example, 14 days — for a substantive response before you escalate externally.
Step 4 — Bank Chargeback
- For disputed card charges, contact your bank to dispute the transaction, especially where Flexicar cannot provide an itemised invoice for damage.
Step 5 — External Regulators
- If still unresolved, escalate to Consumer Affairs or Fair Trading and the ACCC (see below).
For related issues, you can also check how to contact Flexicar for the right team, or review Flexicar's refund process before framing a charge dispute.
Car sharing is a consumer service covered by the Australian Consumer Law (ACL). There is no dedicated car-share ombudsman, so escalation runs through general consumer-protection bodies.
- Consumer Affairs Victoria: Flexicar is headquartered in Melbourne, so Victorian members can lodge a complaint and seek conciliation through Consumer Affairs Victoria. Customers have used this body for Flexicar billing and damage disputes.
- Your state Fair Trading body: For example, NSW Fair Trading for NSW members, or your relevant state regulator. They assist with unfair charges, misleading conduct and consumer-guarantee issues.
- ACCC: The Australian Competition and Consumer Commission is the national consumer law regulator. It does not usually resolve individual disputes, but lodging a report helps identify systemic conduct, and it publishes Fair trading in the rental car sector guidance.
- VCAT / state civil tribunal: For unresolved monetary disputes such as a contested damage charge, the Victorian Civil and Administrative Tribunal (or the equivalent small-claims tribunal in your state) can make a binding determination.
- When to escalate externally: After you have given Flexicar a documented opportunity to respond — typically 14–30 days — without a satisfactory outcome, or sooner if a charge is clearly unsubstantiated.
- Flexicar Contact Us: Submit a complaint online — official complaint and support form.
- Flexicar Help & Support Centre: Policy reference hub — check fee, fuel and damage terms before disputing.
- Flexicar Membership Terms (PDF): Read the terms and conditions — refund and liability clauses.
- Flexicar Important Updates: Service and policy changes — recent member-impacting updates.
- ProductReview.com.au: Flexicar customer reviews — real member complaint accounts and ratings.
- Consumer Affairs Victoria: Lodge a consumer complaint — conciliation for Victorian members.
- ACCC: National consumer regulator — report systemic conduct and unfair charges.
- Flexicar customer care line: Phone 1300 36 37 80 or email info@flexicar.com.au for direct complaint contact.
Flexicar Complaints FAQs
How do I dispute an unfair Flexicar charge or damage invoice?
To dispute a Flexicar charge, email info@flexicar.com.au with your membership name, booking reference, vehicle registration and the exact amount disputed. Request a full itemised breakdown and a repair invoice for any damage claim. Attach dated start and end trip photos as evidence, and state clearly that this is a formal complaint requiring a written response.
What should I do if the Flexicar app failed but I was still charged?
Email Flexicar at info@flexicar.com.au with screenshots and timestamps showing the app failed during booking or the photo check-in step. State that the vehicle was never delivered and request a full reversal on that basis, not a goodwill refund. The app logs your booking history automatically, so reference that record to support your claim.
How long does Flexicar take to resolve a complaint or refund?
Flexicar does not publish a complaint-resolution timeframe, and deposits or credits are quoted at 7–21 days, though reviews report longer waits. Set your own reasonable deadline, such as 14 days, in writing. If there is no substantive response, escalate to Consumer Affairs Victoria, your state Fair Trading body, or a bank chargeback.
Can I escalate a Flexicar complaint to an ombudsman or regulator?
There is no dedicated car-share ombudsman, so Flexicar disputes escalate through general consumer-protection bodies. Lodge a complaint with Consumer Affairs Victoria (Flexicar is Melbourne-based) or your state Fair Trading body for conciliation. For unresolved monetary disputes like a contested damage charge, VCAT or your state small-claims tribunal can make a binding decision.
You’ve done your part, now it’s time to hold Flexicar accountable.
Take the final step and submit a complaint that gets seen and responded to.