Complaint Management Policy and Internal Dispute Resolution Procedure
CarCoop Complaint Management & Internal Dispute Resolution (IDR) Policy
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At CarCoop, your voice matters. If you ever have a concern or aren’t happy with our service, we’ve got a simple process to help resolve it quickly and fairly.
Who it’s for: Anyone using CarCoop services.
What counts: Anything you’re unhappy about — our cars, services, staff, or how we handled an issue.
How it works:
- Reach out – Call, email, visit us, or fill out our online form.
- We listen – We’ll acknowledge your concern quickly.
- We act – Simple issues are fixed fast; more complex ones are reviewed carefully.
- You’re updated – We’ll let you know what we find and how we’re resolving it.
Not happy with the outcome? You can take your complaint to the Australian Financial Complaints Authority (AFCA) for an independent review.
We also use all feedback to improve our services, so every voice makes a difference.