Customer Complaints
CarCoop is committed to delivering fair, transparent and high-quality service to all our customers.
If you are unhappy with any aspect of our service — including how we handled your application, your loan, repayments, communication, or any other matter — you have the right to make a complaint.
You can lodge a complaint with us using any of the following methods:
By Email
Send your complaint to: feedback@carcoop.com.au
Please include: your full name; contact details (phone and/or email); registration number (if applicable); a clear description of your complaint and what outcome you are seeking.
By Phone
Call us on: 1300 614 299 between 9:00 am – 5:00 pm (AEST / AEDT), Monday to Friday.
Please ask to speak to our Compliance Officer.
By Mail or In Person
Write to us at:
CarCoop Pty Ltd
Attn: Complaints Officer
Office 10A/ 2 Flinders Parade North Lakes, QLD 4509
- We will acknowledge receipt of your complaint within 1 business day, either by email or phone — whichever you specify.
- Your complaint will be reviewed by our Complaints Officer or relevant department.
- We may contact you for further information or clarification.
- Within 10 business days, we will provide a written response detailing:
- What we understand your complaint to be.
- The outcome of our investigation.
- What steps (if any) we propose to take to resolve the issue.
- If we can’t resolve your complaint within that timeframe, we’ll let you know the reason and provide an estimated date for resolution.
Let us know if you are concerned about:
- The way your application was assessed or handled.
- Billing, repayment, or fee concerns (e.g. incorrect fees, miscalculation, payment processing issues).
- Poor service — for example, rude or unprofessional behaviour from staff.
- Misleading information, or lack of clear communication about our products or services.
- Privacy or confidentiality issues.
- Any other matter relating to CarCoop’s products or services that you believe is unfair or incorrect.
When submitting a complaint, please provide:
- Accurate and truthful information.
- Relevant documents (e.g. emails, screenshots).
- A clear description of the issue and desired outcome.
We also ask that you treat our staff with respect — we are here to help you resolve your concerns.
If after receiving our response you are still not satisfied, you may refer your complaint to an independent external dispute resolution (EDR) scheme (for example, the Australian Financial Complaints Authority — AFCA), provided your matter falls within their jurisdiction.
Important:
In most cases, if you contact AFCA before contacting us, AFCA will refer the matter back to CarCoop so we can go through our internal review process first.
That’s why it’s always best to contact us directly first and give us a fair chance to resolve things with you.
We will include details of this option in our written response to you.
CarCoop uses complaints and feedback to continually improve our services.
We monitor complaint trends closely and implement corrective actions as needed — whether that means staff training, process improvement, updated disclosures, or other remedial steps.
Even if you do not wish to make a formal complaint, we welcome your feedback about how we can improve our service.
You can use the same contact methods as above (email, phone or mail) and mark your message subject line as “Feedback”