Had an issue with RACV? Get a real response.
How to submit a complaint with RACV
There are several ways to lodge a complaint with RACV depending on the issue:
- 📞 Call RACV Customer Service:
Dial 13 72 28 to speak to a team member. They’ll try to resolve your issue immediately or guide you through next steps. - 📧 Member Relations – Escalated Complaints:
If your issue isn’t resolved, call 1800 675 958 to request a formal review. You can also submit a complaint via RACV’s Feedback & Complaints page. - 🖥️ Email or Web Form:
You can submit feedback using the online complaint form available on RACV’s site. They aim to respond within 72 hours for general complaints. - 🏬 In-Store:
Visit an RACV retail store to speak to staff directly. Store teams can document your issue and begin the resolution process. - 💬 Social Media:
While not an official path, you can message RACV on Facebook or X (@RACV). They often respond or redirect to the proper channel.
✅ Tip: Be clear about what went wrong and what resolution you’re seeking. Attach documents if applicable, like bills or photos.
RACV uses a structured Internal Dispute Resolution (IDR) process:
- Case Assigned: Your complaint is logged and assigned to a case manager from Member Relations or the relevant team (insurance, roadside, etc.).
- Investigation: The case manager investigates your issue and consults internal or external experts as needed.
- Communication:
RACV commits to updating you at least every 5 business days. Most communication happens via phone or email. - Timelines:
- Simple issues: Resolved in a few days.
- Complex issues (insurance claims): Resolved within 30 calendar days under industry regulations.
- Simple issues: Resolved in a few days.
- Resolution Outcomes May Include:
- Correcting errors
- Reversing charges
- Approving claims or arranging services
- Offering compensation or goodwill gestures
- Correcting errors
📌 RACV will explain the outcome clearly.
Common complaints against RACV
These are the most frequently raised complaints by RACV customers:
- Insurance Claim Disputes or Delays:
- Claims denied or underpaid
- Delays in assessments or repairs
- Poor communication from claims team
- Claims denied or underpaid
- Roadside Assistance Issues:
- Long wait times
- Towing disputes
- Services not included in expected coverage
- Long wait times
- Billing Problems:
- Direct debit errors
- Repeated charges (e.g. known system bugs in the past)
- Refund delays or auto-renewals after cancellation
- Direct debit errors
- Customer Service & Communication:
- No callbacks
- Unclear instructions
- Having to explain your issue multiple times
- No callbacks
- Policy Confusion:
- Misunderstood excesses
- Unexpected exclusions
- Tier-based roadside cover surprises
- Misunderstood excesses
🛠 Tip: Always ask for clarification in writing and escalate if you believe something wasn’t clearly disclosed or handled fairly.
Complaints submitted through Ajust
I submitted a claim to RACV back in April, but months went by without a single update. Every time I followed up, I was told different things—sometimes that the police report hadn’t been requested yet. It felt like no one at RACV knew what was going on. The delays and miscommunication made a stressful situation much worse. - Sharon
After a simple accident, I was told my car would be fixed. Instead, RACV declared it a total loss-even though the damage was minor and I could’ve repaired it myself for under $800. I was recovering from a cancer scare at the time, and the shock of losing the car my wife loved added a lot of stress to an already difficult moment. - David
I waited more than six months for my car to be fixed after an accident-despite paying $3,000 in excess. RACV and the repair shop just kept pointing fingers at each other. As a disability pensioner with PTSD, the lack of communication and delays have made daily life feel impossible. - Simo
When I needed roadside assistance, I called eight times without getting through. It was already dark, and I was stuck on my own feeling anxious and unsafe. I’m a paying member and expected more. In the end, I had to call my husband to help-he drove an hour to reach me. - Maria
How other consumers RACV complaints got resolved
Mould Disaster – Home Insurance Failure:
A customer’s claim was mismanaged, leading to toxic mould over 6 years. RACV apologised, paid for repairs, temporary housing, and compensation. The case went public and RACV accepted full responsibility.
Billing Glitch – Mass Refunds Issued:
A system error caused repeated direct debits for some customers. RACV refunded charges within a day and reimbursed any overdraft fees upon request.
Car Insurance Excess Escalation:
A not-at-fault driver still owed an excess. Delays dragged on, so the customer escalated to AFCA. RACV waived the excess and expedited repairs after ombudsman involvement.
- Request a Review:
If customer service doesn’t resolve your issue, call 1800 675 958 and ask for RACV’s Member Relations team to conduct a second review. - Follow Up with a Case Manager:
Provide any new evidence. Be clear why the original response didn’t meet your expectations. - Go External:
If 30 days pass or you receive a final decision you disagree with, escalate to AFCA (insurance/finance issues) or your state’s consumer agency (for services like roadside).
📌 Don’t just give up. RACV is required to cooperate with regulators, and formal escalation often gets results quickly.
You have strong consumer protections:
- AFCA – Financial & Insurance Complaints:
- 📞 1800 931 678 | www.afca.org.au
- Free, independent dispute resolution for unresolved RACV insurance or finance complaints
- 📞 1800 931 678 | www.afca.org.au
- Consumer Affairs Victoria (Non-Insurance):
- 📞 1300 558 181 | consumer.vic.gov.au
- Help with roadside, billing, service delivery disputes
- 📞 1300 558 181 | consumer.vic.gov.au
- VCAT (Tribunal for Consumer Claims):
- www.vcat.vic.gov.au – For compensation disputes when all other options fail
- www.vcat.vic.gov.au – For compensation disputes when all other options fail
- ASIC (Regulator – IDR Compliance):
- Report if RACV breaches complaint timeframes or refuses to cooperate under RG 271 obligations
- Report if RACV breaches complaint timeframes or refuses to cooperate under RG 271 obligations
- General Insurance Code of Practice:
- Outlines RACV’s duties (e.g., responding within 30 days, acting fairly). Refer to this in your complaint if needed.
- Outlines RACV’s duties (e.g., responding within 30 days, acting fairly). Refer to this in your complaint if needed.
✅ Time Limit: You have 2 years after RACV’s final response to escalate to AFCA.
- 📄 Lodge a Complaint:
RACV Feedback & Complaints Page - 📞 General Support Line:
13 72 28 (for complaints, billing, roadside) - 📞 Member Relations Hotline:
1800 675 958 (internal complaint review team) - 📧 Email/Form Submission:
Use RACV’s online form via the Complaints Page for written feedback (responded to within 72 hours) - 📍 In-Person:
Find an RACV Retail Store - 🔗 External Complaint Bodies:
RACV Complaints FAQs
What’s the fastest way to submit a complaint to RACV?
The quickest option is to call 13 72 28 or submit an online complaint form via RACV’s official website. Phone calls may get instant support, while web forms offer written tracking. If it’s serious or unresolved, escalate it directly to Member Relations at 1800 675 958 for formal review. Time-poor consumers often prefer web or phone for clarity and speed.
How long does RACV take to resolve a complaint?
RACV aims to resolve simple complaints in a few days and complex ones (like insurance) within 30 calendar days. They’ll update you at least every 5 business days. If they don’t respond on time or the outcome isn’t fair, you can escalate your case to an external body like AFCA. Keep written proof and mark calendar deadlines to stay in control.
What are the most common RACV complaints—and can I fix them?
The top complaints involve denied insurance claims, billing errors, roadside delays, and poor service follow-up. Most issues stem from unclear coverage or slow resolution. Always ask for things in writing, clarify excesses or charges upfront, and escalate confidently if your first attempt fails. Many cases are resolved faster with formal pressure or third-party support.
How do I escalate a complaint if RACV doesn’t resolve it?
If 30 days pass or you’re unhappy with the outcome, escalate to AFCA for finance/insurance or Consumer Affairs Victoria for service issues. You can also refer to the General Insurance Code of Practice or VCAT for further action. Escalation is your right, RACV must cooperate, and formal processes often speed things up when DIY efforts stall.
You’ve done your part, now it’s time to hold RACV accountable.
Take the final step and submit a complaint that gets seen and responded to.