Resolving Complaints

We promise to treat your complaint with fairness and take it seriously. After all, how we look after you when things don't go as planned is our chance to prove our customer service excellence.

How to lodge a complaint

Phone: 1300 363 149
Fax: 03 5177 4036
Post: PO Box 159, Traralgon VIC 3844


How long does it take?

If we can't resolve your complaint at the first point of contact, we'll contact you over the phone or in writing within two days of receiving your complaint to let you know when you can expect a response.

If we have received all information required to review your complaint we will respond to you within 15 days. If we are unable to provide you with a response within this timeframe we will refer your complaint to the Internal Dispute Resolution Panel.


Taking your complaint outside Presidian Warranty

Internal Dispute Resolution Panel

The internal dispute resolution panel is independent from Presidian Warranty and is operated by the warranty underwriter, Virginia Surety Company.

You can ask the staff member assigned to your case to refer your case directly to the internal dispute resolution panel if your case has been fully investigated and you are not completely satisfied with the outcome.

You will receive a response from the Internal Dispute Resolution Panel within 45 days of the complaint first being received by Presidian Warranty. Presidian Warranty will accept and abide by the Panel’s final recommendation.

Contact the Internal Dispute Resolution Panel:

Phone: 1300 654 611

Australian Financial Complaints Authority

If the Internal Dispute Resolution Panel is unable to resolve your complaint, you have the right to refer the matter to the Australian Financial Complaints Authority. This is a free service.

Contact the Australian Financial Complaints Authority:

Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001


Your legal rights

You have the right to seek further advice regarding your situation at any time if you feel this is necessary.