Had an issue with

RACQ

? Get a real response.

RACQ gives members multiple ways to lodge a complaint, whether you want to do it online, over the phone, or in writing. Before you start, have your member number or policy number ready (if relevant), along with dates, amounts, and a clear description of what went wrong.

• Online feedback and complaints form (quickest for written detail): Use RACQ’s feedback form to submit your complaint in writing. Include your membership or policy details, what happened, and what resolution you want.
• Phone (best for urgent or time-sensitive issues): Call 13 1905 for general enquiries and complaints. If your complaint is specifically related to an insurance claim, call 13 7202 so it can be directed to the right team faster.
• Webchat: If you prefer typing to calling, RACQ also offers webchat through their Help & Contact area.
• In person: You can visit an RACQ store and ask staff to help document and forward your complaint to the correct team.
• Email or mail (useful if you’re attaching documents): If you want to submit a written complaint directly to a team, use RACQ’s complaint email contacts or send a letter to their postal address (listed in the resources section below).

Tip: In your first message or call, clearly state you are lodging a complaint and include the outcome you want (for example, a claim reassessment, a premium review, a refund, a correction, or a written explanation).

RACQ aims to resolve complaints at the earliest possible stage, while keeping you informed throughout the process.

• Acknowledgement: RACQ states they will acknowledge your complaint within 24 hours or the next business day.
• Initial review: Frontline teams may be able to resolve simple issues quickly, especially if the complaint is about billing, membership details, or a straightforward service concern.
• Escalation to a relevant team: If the complaint needs investigation, it will be escalated to the appropriate department (for example, claims handling for an insurance matter).
• Internal Dispute Resolution (IDR) review: If your issue remains unresolved or you request a further review, RACQ’s IDR team can conduct a fuller review and provide clear, respectful communication.
• Updates: RACQ commits to keeping you updated at least every 10 business days, unless the complaint is resolved sooner or you agree to a different schedule.
• Timeframes: RACQ aligns to standard internal dispute resolution timeframes. For insurance-related complaints, you should generally receive a final response within 30 calendar days, unless a delay is unavoidable (in which case RACQ should explain why).

You should receive the final decision in writing, including reasons and what steps you can take next if you disagree.

RACQ complaints commonly relate to:

• Premium increases and pricing: Members sometimes dispute large renewal jumps or feel loyalty is not reflected in pricing.
• Claims delays and communication: Complaints about slow progress, limited updates, or needing to repeatedly chase for information.
• Claim decisions and coverage disputes: Disagreements about partial denials, exclusions, excess amounts, or what evidence was considered.
• Roadside assistance service issues: Concerns about long wait times, towing eligibility, or perceived inconsistencies between what members expect and what is delivered.
• Customer service experience: Frustrations with transfers between teams, lack of follow-through, or needing to repeat the same information multiple times.

If you can label your complaint clearly (for example, “premium increase review” or “claim delay and lack of updates”), it can help RACQ route it faster.