Custom Fleet is committed to delivering great service to its customers. If you are not satisfied with the level of service you have received from Custom Fleet or would like to submit a complaint, there are many ways to submit a complaint to us.
Complaint Handling and Dispute Resolution Policy
We will ensure that all complaints are handled by staff with the appropriate level of experience. Our staff will treat all complaints with respect, fairness and confidentiality throughout the complaints process.
There will be no charges if you lodge a complaint or request that a matter be investigated.
For the purpose of our Complaint Handling and Disputes Resolution Policy and Procedures, Custom Fleet means:
- Custom Service Leasing Pty Ltd ABN 60 073 245 084
- Custom Fleet Pty Ltd ABN 69 005 093 701
- Element Fleet Services Australia Pty Ltd ABN 14 119 426 612
- Element Financial (Australia) Pty Ltd ABN 14 119 426 612
- EFN (Australia) Pty Ltd ABN 90 607 344 650
How to make a complaint
- Complaints to Custom Fleet may be made in a number of ways, including by phone, email, online and in person. However, we encourage our customers to first speak to the relationship manager responsible for their account, as that gives them an opportunity to address the issue as soon as possible.
- If we cannot resolve your issue quickly, you are not happy with the resolution provided or you require additional assistance you may request that the complaint be recorded and escalated for review.
Contact our customer team directly by calling 1300 364 651 or lodge your complaint through our online form. - Our Customer feedback team will acknowledge the receipt of your complaint within 24 hours and provide you with a complaint reference number.
How we handle your complaint
- All complaints received will be escalated and assessed internally and will be investigated in accordance with our internal dispute resolution procedures.
- Once the investigation of the complaint has been concluded, we will provide you with the outcome of the investigation and proposed resolution.
- You will be informed of the resolution of your complaint within the required timeframes, and we will keep you updated on the progress of your matter.
How long will it take?
Our aim is to resolve your complaint (where possible) on the spot, or within 5 business days. However, resolution of some complaints may take longer, in which case we will respond as soon as we can. In the majority of cases, we will provide you with a final written response to your complaint advising you of our findings and the reasons for those findings within 30 days of receiving your complaint. If the matter is complex and a longer period is required, then before the 30 day timeframe has elapsed, we will provide you with a delay notification advising you of the reason for the delay and when you can expect a response. We will keep you informed on the progress of your complaint with regular communication.
If you are unhappy with the resolution of your complaint
Insurance claims handling and settling service complaints
If you feel that a complaint has not been resolved or handled adequately by us or if you are still not satisfied with our final response and your complaint relates to our insurance claims handling and settling service, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
All other complaints
If you feel that a complaint has not been resolved or handled adequately by us or if you are still not satisfied with our final response, you may request that your matter be escalated to senior management.
Additional assistance
Custom Fleet is committed to assisting people who may have difficulties in submitting a complaint. If you require any additional assistance, please call us on 1300 364 651.