Woolworths Roadside Assist Compliments and Complaints

At Woolworths Insurance, we're committed to providing our customers with a great experience. We welcome and listen to our customers' feedback whether it’s a compliment or complaint.

If you have a compliment for our team please let us know and we will make sure they get it.

We also want to know if you have concerns about our products or services so we can work with you to get a quick and fair resolution.

Find out how to contact us below.

Product and Service

Step 1

• Call us on 1300 10 1234

• Submit an online complaint

Our Service team is committed to helping you and resolving your concerns as soon as possible.

Whilst we aim to resolve your complaint sooner we'll get back to you within 15 business days from when the complaint is received.

We’ll keep you informed along the way, and If we need more time or information to resolve your complaint, we'll let you know.

Roadside Assistance

Step 1

• Call Roadside Assistance team on 1800 225 405

• Submit an online complaint

Our Specialist Roadside Assist team will help you and work with you to find a solution as quickly as possible.

Whilst we aim to resolve your complaint sooner we'll get back to you within 15 business days from when the complaint is received.

We’ll keep you informed along the way, and if we need more time or information to resolve your complaint, we'll let you know.

Step 2

If we’re unable to resolve your complaint, or you’re unhappy with the outcome or the handling of your complaint you can have your complaint escalated to our Internal Customer Resolution Team for review

• Email roadsideassist@woolworths.com.au

• Submit an online complaint

• Write to us at:
Woolworths Insurance
Customer Advocacy
1 Woolworths Way,
Bella Vista NSW 2153

Our team will conduct an independent review and work towards achieving a fair and reasonable resolution. You'll be kept informed and we'll provide you with a written response that outlines the decision. We aim to provide this within 15 business days, and will not exceed 30 calendar days in total from when the complaint is received.

What happens next?

What we'll do next:

  • Acknowledge your complaint
  • Take action to resolve your complaint
  • Contact you with a response as soon as we can
  • If we need more information to fully address your complaint we’ll let you know and if we need more time we will organise this with you
  • Keep you informed as we work to resolve it as quickly as possible
  • Provide a final decision in writing, setting out the reasons for our decision
Step 3 - Seek an external review

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

We’re committed to working with you to find a solution to your complaint. However, if you’re unhappy with the final decision, or we’ve taken more than 45 calendar days to respond to you from the date you made your complaint you can contact the Australian Financial Complaints Authority (AFCA). AFCA is the Financial Services industry dispute resolution provider, their service is free and independent.

We'd love to hear from you if our team has provided you with a positive experience