Resolving Complaints

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

 

For Dealer Issued Warranties (Silver, Gold, Titanium and Platinum Warranty)

How to lodge a complaint

Phone: 1300 092 882
Email: enquiries@presidiangroup.com.au
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.

 

Taking your complaint outside Presidian 

Customer Advocate

The McMillan Shakespeare Group Customer Advocate maintains independence from Presidian’s business operations and offers an Internal Dispute Resolution (IDR) process for the possible resolution of any complaint you may have.

Our Customer Advocate and our IDR service is easy to access and free of charge to you.

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

The Customer Advocate will contact you within two business days of receiving your complaint.

Presidian will accept and abide by the Customer Advocate’s IDR decision.
 

Australian Financial Complaints Authority

If the Customer Advocate is unable to resolve your complaint, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA). This is a free service. Please note time limitations to refer your complaint to AFCA apply.

Contact the Australian Financial Complaints Authority:

Phone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

Your legal rights

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

 

For Insurance Warranties (Safeguard, Safeguard Ultimate and Caravan Warranty)

How to lodge a complaint

Phone: 1300 363 149
Email: enquiries@presidianwarranty.com.au
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

Internal Dispute Resolution Panel

The internal dispute resolution panel is independent from Presidian 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. Presidian will accept and abide by the Panel’s final recommendation.

Contact the Internal Dispute Resolution Panel:

Phone: 1300 654 611
Email: customerfeedback@thewarrantygroup.com

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
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

 

Your legal rights 

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