Compliments and Complaints Policy

Summit Fleet values your feedback. Compliments tell us what we are doing well, while complaints help us identify where we can improve. We are committed to handling all feedback fairly, respectfully, promptly and transparently.

Who this policy applies to

This policy applies to feedback received from our clients, drivers, suppliers, dealers and other external stakeholders about Summit Fleet, our products or services, or a supplier or dealer involved in delivering those products or services.

How to provide feedback

You can provide a compliment or make a complaint in person, by phone, email, letter, online form, or through the ‘Talk to Us’ link on the Summit Fleet homepage. Please include enough information for us to understand your feedback and contact you, including relevant dates, people, vehicles, services or reference numbers where available.

How we handle complaints

1. Acknowledge: We will acknowledge your complaint within one business day.
2. Assess: We will consider the urgency, complexity and potential impact of the complaint.
3. Investigate: The appropriate manager will review the circumstances and relevant information.
4. Keep you informed: We will communicate with you during the process and let you know if we need more information.
5. Respond: We aim to propose a resolution within five business days. If the matter is complex or requires more time, we will explain the reason and provide an update.
6. Close and improve: We will communicate the outcome, record the resolution and consider whether improvements are needed to prevent the issue recurring.

Our commitments

• We will treat you respectfully and consider your complaint impartially.
• You will not be disadvantaged for raising a genuine concern.
• We will handle personal information in accordance with applicable privacy laws.
• We can provide this policy in an alternative format upon request.

If you are not satisfied

If your complaint is not resolved within five business days, it will be escalated to senior management. If you remain dissatisfied after our internal process, we will explain any further review options available and, where applicable, provide information about the relevant external dispute resolution scheme, such as the Australian Financial Complaints Authority (AFCA).

How we use feedback

We review feedback and complaint trends to improve our products, services and processes. This policy is reviewed regularly to ensure it remains effective and aligned with relevant obligations.