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
This includes Warranty Products Silver, Emerald, Gold, Titanium, Platinum and Platinum Performance
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 Group
State Consumer Affairs Agencies
Each state or territory has a government department that regulates consumer protection. If Presidian is unable to resolve your complaint and you have purchased a Dealer Issued Warranty, you have the right to refer the matter to the relevant consumer protection agency in your state or territory.
Your legal rights
You have the right to seek further advice regarding your situation at any time if you feel this is necessary.
For Insurer Issued Warranties
This includes Warranty Products Essential, Elevate, Premium, Elite, Elite Performance, 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 Group
Internal Dispute Resolution Panel
The internal dispute resolution panel is independent from us 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 us. We 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.