How to file a complaint and get quick results from

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.
    
    
• Resolution Outcomes May Include:
  
  
  • Correcting errors
    
    
  • Reversing charges
    
    
  • Approving claims or arranging services
    
    
  • Offering compensation or goodwill gestures
    
    

📌 RACV will explain the outcome clearly.

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
    
    
• Roadside Assistance Issues:
  
  
  • Long wait times
    
    
  • Towing disputes
    
    
  • Services not included in expected coverage
    
    
• Billing Problems:
  
  
  • Direct debit errors
    
    
  • Repeated charges (e.g. known system bugs in the past)
    
    
  • Refund delays or auto-renewals after cancellation
    
    
• Customer Service & Communication:
  
  
  • No callbacks
    
    
  • Unclear instructions
    
    
  • Having to explain your issue multiple times
    
    
• Policy Confusion:
  
  
  • Misunderstood excesses
    
    
  • Unexpected exclusions
    
    
  • Tier-based roadside cover surprises
    
    

🛠 Tip: Always ask for clarification in writing and escalate if you believe something wasn’t clearly disclosed or handled fairly.