Escalating Your Issue - our Dispute Resolution Policy

How We Work With General Disputes

Car Next Door is committed to the consistent, fair and confidential handling of issues and to resolving them as quickly as possible. We aim to make it easy for Members to make a complaint if they are dissatisfied with the Car Next Door service. You may make a complaint by calling us or by lodging a ticket through the Help Centre.

If you make a complaint, we will record the details and give you an approximate timeframe for our resolution of, or response to the issue. We will keep you informed of progress.

If the frontline staff are unable to resolve your complaint then you can ask to have it referred to the Head of Member Experience. If this still does not resolve your complaint then you can ask to have it escalated to the Internal Dispute Resolution Committee.

If, after exhausting our internal review process, we have not been able to agree on a resolution, then we will direct you to low- or no-cost external dispute resolution options including your State’s dispute resolution centres or civil and administrative tribunal.  

Read our Dispute Resolution Policy.

 

Repair Case Escalations

If you have an issue with how your Repair Case has been handled or disagree with a decision related to your case, we'll follow these steps to get the situation resolved.  

Step 1: Email your Repair Specialist and ask to have your case reviewed by a Senior Damage Specialist.

Step 2: If the Senior Repair Specialist is unable to resolve your complaint then you can ask to have it reviewed by the Repair Manager.

Step 3: If the Repair Manager is unable to resolve your complaint then you can ask to have it reviewed by our Internal Dispute Resolution Committee (read more above).

 

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