Complaints & Feedback

Last updated: 2 July 2026

If something hasn’t gone right, we want to know — and we want the chance to fix it quickly. This page explains how our complaints process works and what your options are if you’re not satisfied with our response.

1. How to make a complaint

• Phone: 1300 698 227 (7 days, 8:00am – 8:00pm AEST)
• Email: hello@nxtcar.com.au with “Complaint” in the subject line
• Online: via our contact form, selecting “General enquiry” and noting it is a complaint

Please include your name, contact details, hire reference (if you have one), and what happened. Someone can complain on your behalf — an authorised representative, family member or advocate — with your consent.

2. What happens next

• Within 1 business day: we acknowledge your complaint and give you a reference and a named contact.
• Within 10 business days: we aim to give you our response or a clear update on progress if the matter is complex.
• Within 30 days: we provide our final response, including reasons.

Complaints are handled free of charge, and making one will never affect the service you receive from us.

3. If you’re not satisfied

You can escalate your complaint externally:

• Consumer Affairs Victoria — for concerns about consumer rights, contracts or conduct: consumer.vic.gov.au or 1300 558 181
• Victorian Civil and Administrative Tribunal (VCAT) — for unresolved consumer disputes: vcat.vic.gov.au
• Office of the Australian Information Commissioner (OAIC) — for privacy complaints: oaic.gov.au or 1300 363 992

4. Feedback and compliments

We also welcome suggestions and good news — both help us improve. Send them to hello@nxtcar.com.au.