Vehicle Insurance Ombudsman Australia – If we cannot help with your concerns or complaints, there are other organizations that may be able to help.
This organization helps Victoria resolve disputes with businesses regarding refunds, repairs and returns. They also handle complaints about businesses such as real estate agents, funeral homes, and debt collectors.
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This organization provides advice on your rights when you order and don’t get what you paid for.
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These advocates can help resolve complaints from customers of Australia’s major airlines including Qantas, Jetstar, Virgin Australia, Tiger Air and Rex.
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This Commissioner handles complaints about how Victorian government organizations (such as government departments and councils) respond to Freedom of Information requests.
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This relates to complaints about Commonwealth Government services for example Centrelink, Child Benefit, Immigration and the National Disability Insurance Agency. They also help resolve disputes regarding private health insurance.
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When Tim McKenzie first bought a 2008 Holden Omega from a used car dealer in Melbourne in 2019, he was excited to have a shiny new vehicle to drive. But he didn’t go far. Within 45 minutes of leaving the car, the check engine light came on and the car was involved in an accident.
“I haven’t had many disappointments in my life, but I definitely regret buying a car from a company that didn’t take care of me and take full advantage of someone with a good credit rating,” he said.
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“They’re clearly taking advantage of people who aren’t engineers, who don’t know much about cars.”
Tim said the financial plan was never properly explained to him. Through a program offered commercially in partnership with Latitude Finance, Tim ended up owing about $14,000 on a car that cost less than $8000 without financing. (In 2020, Harvey Norman was awarded the Shonky Award thanks in large part to his association with Latitude Finance.)
The car broke down several times over the years and Tim turned to a payday lender to cover the cost of repairs.
Since I have a good credit score, I went through a lender the same day. Getting the money was easy enough, but it also put me in debt to Tim McKenzie, the Melbourne car owner.
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“After the second split, I think I had $50 in my pocket at that time,” he said. “Because I had good credit, I used the same day to lend money. It was easy to get money, but it put me even more in debt.”
Tim said he felt unsafe driving his daughter in the car, and that the vehicle and the associated debt caused him frustration.
“I never feel comfortable in a car, even if the journey is short,” he said. “You don’t have to stress about driving a car, but it’s always on my mind.”
Consumer Affairs Victoria told us they received more than 2500 inquiries and complaints regarding used car sales in 2020-21.
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The Consumer Action Law Firm, which has been helping Tim, said that it had received more than a dozen cases related to Automax, the car dealer where Tim bought his car.
Automax, based in the Melbourne suburb of Dandenong, is owned by CMG Automotive, which claims to be Victoria’s largest independent car dealer.
Consumer Affairs Victoria told us they received more than 2500 inquiries and complaints regarding used car sales in 2020-21
Consumer Action CEO Gerard Brody said that in response to all the complaints, Consumer Affairs Victoria was now investigating Automax.
Complaining About An Insurance Company
“This is one of those auto dealerships where we receive a lot of complaints from the public about defects in the cars and, quite frankly, the dealer’s failure to properly respond to repair requests,” Brody said.
When David Douglas bought his 2011 Peugeot RCZ for $16,000 from Automax in March 2020, he said his purchase included a $1,700 extended warranty from a company called Integrity Car Care.
But he experienced problems with his vehicle while driving from Melbourne back to his home in Canberra. When he arrived in Canberra, an engineer told him it would cost about $2000 for repairs. Your attempts to get Automax or Integrity Car Care to pay for repairs were unsuccessful.
“I bought the car because I believed it had a guarantee,” he said. “That’s why I went to the dealer.”
They Wrote Off My Car
Under the Australian Consumer Law, buyers of new or used cars are entitled to repair, replacement or refund if a serious fault occurs and customers can choose which they prefer.
But dealers who don’t respect those rights leave customers like Tim and David with no hope of resolution.
Brody said the current system of resolving disputes involving vehicles, through the Victorian Civil and Administrative Tribunal (VCAT), was not working for consumers.
The burden of proof is on the customer, meaning they often have to come up with as much as $1000 for the price of a standalone car
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The burden of proof is on the customer, Brody said, meaning they often have to pay as much as $1,000 for the independent value of the vehicle in court. He said resolving VCAT cases could take up to two years.
“People may tend to put it off because it’s too expensive (to go through VCAT) and end up with a car with a dangerous defect, or spend more money buying another vehicle or not doing it,” he said.
Brody said that an ombudsman-based system for handling complaints was working well in the communications, energy and water sectors, and a vehicle ombudsman should be established to handle the large number of complaints.
“The Ombudsman Service is a highly effective dispute resolution body that provides access to justice quickly and efficiently,” he said.
Australian And New Zealand Institute Of Insurance And Finance (anziif)
“Rather than placing the burden on the client to prove his or her case, the mediator has the idea of studying and overcoming proven obstacles and reaching a decision or decision.”
Client Action recently partnered with Indigenous Legal Services Victoria, Westjustice and Hume Riverina Regional Legal Services to invite the state government to introduce government and industry funded legal advice.
While there is currently no motor vehicle ombudsman in other Australian jurisdictions, Brody said the success of ombudsmen in other companies had created a model that could be emulated.
“A car is one of the largest purchases a family makes, so it’s a little strange that you have access to legal services for materials and services, but not for a major purchase like a car,” he said.
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Tim McKenzie with the 2008 Holden Omega he purchased from Automax in 2019. 45 minutes after leaving the parking lot, the check engine light came on and the car crashed.
We sent questions to Minister of State for Consumer Affairs Melissa Horne, asking about its potential and whether she thinks the current VCAT system is working well for consumers experiencing car disputes.
He himself did not answer the question. Instead, his office told us: “The Victorian Coordinator is taking legal action against the car dealer.
“In October, a previously licensed car dealer was prosecuted and fined for defrauding consumers after a court order was issued by Consumer Affairs Victoria and they will continue to take action if we identify wrongdoing.”
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Tim McKenzie said he felt stuck with his lemon vehicle now and was thinking about going to VCAT, but wasn’t sure the time and effort would produce a successful outcome.
Meanwhile, your debts have gotten so bad that you are now thinking about filing for bankruptcy. Overall, you regret your decision to use Automax in 2019.
“I wish I had my time again,” he said. “I wouldn’t buy this car, I wouldn’t take out a same-day loan.
“I can’t afford to go on holiday, my credit rating is the worst, I can’t go to the bank to get a loan, I can’t do anything.”
Vehicle Insurance Policy
We care about accuracy. See anything wrong with this article? Tell us or read more about check in facts. How long should you wait to get advice about your car after an accident? a few days? A few weeks? Are there time limits on car insurance policies in Australia?
Under the General Insurance Code, there is a fixed time for insurance companies to settle your claim after a car accident or any insurance claim you make.
They must get back to you within 10 working days from the date of your insurance claim submission. This time frame does not mean you
