Complaints & Customer Charter – Surf Coast Car Removal
At Surf Coast Car Removal, we are dedicated to providing fair, honest, and dependable service to every customer. Your satisfaction is extremely important to us, and we treat all feedback—positive or negative—with seriousness and respect. This Customer Charter outlines your rights, our responsibilities, and how we address concerns in a timely and professional manner.
How to Lodge a Complaint
If at any point you are not satisfied with our service—whether during the quoting stage, vehicle pickup, payment, communication, or any other interaction—you can reach us through the following channels:
Phone
Speak directly with one of our friendly team members:
📞 0414 500 119
Send us your complaint along with your name, contact number, and vehicle details:
📧 info@surfcoastcarremovals.com.au
Online Form
If your website includes a contact or complaint submission form, customers can also reach us here:
🌐 https://surfcoastcarremovals.com.au/contact-us/
Postal Mail
You may write to us at:
📍 25 Cowie St, North Geelong VIC 3215
Providing detailed information helps us resolve your concern quickly and accurately.
Our Complaint Resolution Process
We follow a structured, fair, and transparent process to ensure all concerns are handled properly:
Step 1 – Acknowledgment
We acknowledge all complaints within 24 business hours.
Step 2 – Review
Our team will examine all relevant information, including:
- Previous communication
- Pickup and service records
- Vehicle details
- Team member reports
Step 3 – Investigation
A senior representative will investigate the concern thoroughly. We may contact you if additional clarification is needed.
Step 4 – Resolution
We aim to resolve complaints within 3–5 business days. Possible outcomes may include
- Providing additional explanation
- Correcting any errors
- Offering a formal apology
- Improving internal processes
- Escalating the matter to management if required
Step 5 – Final Response
You will receive a clear written or verbal explanation outlining the findings and actions taken.
Our Customer Charter
Surf Coast Car Removal is committed to the highest standards of professionalism, honesty, and customer care.
We Commit To:
✔ Offering transparent, fair, and competitive vehicle valuations
✔ Treating every customer with respect, integrity, and courtesy
✔ Providing free quotes with no hidden obligations
✔ Delivering services that are legal, safe, and fully compliant
✔ Ensuring prompt and secure payments
✔ Handling complaints fairly, respectfully, and efficiently
✔ Continuously improving based on customer feedback
Escalation Options
If you believe your complaint has not been handled appropriately, you may request that it be escalated to:
- Senior Management
- Consumer Affairs Victoria (External regulatory body)
We fully cooperate with any external review or investigation.
Our Commitment to You
Surf Coast Car Removal stands behind every service we provide. We value every customer and strive to create a smooth, stress-free experience from start to finish. Your feedback helps us grow, improve, and continue being a trusted car removal and cash-for-cars service across the Surf Coast region.