# Turo Australia Proprietary Limited Complaints Policy > This policy addresses the way in which Turo Australia Pty Ltd handles complaints and outlines the complaint process from submission to resolution Policy Tu Source: https://help.turo.com/en_us/turo-australia-proprietary-limited-complaints-policy-rkPcZ5Zs3 Last updated: 2026-04-28T20:50:23.965Z ## Policy Turo Australia Proprietary Limited (‘**Turo Australia’**) is a subsidiary of Turo Inc. and Turo Australia distributes earnings plans for hosts and guests listing and booking cars in the Turo car sharing marketplace in Australia. Turo Travels Mutual Limited (‘the Mutual’) is the product issuer of the earnings plans in Australia.  Turo Australia will ensure all complaints related to earnings plans in Australia are handled promptly and professionally and will make every reasonable effort to resolve a earnings plan complaint to the complainant’s full satisfaction. Turo Australia has adopted the definition of “‘complaint” in AS ISO 10002-2006, namely “an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected” Turo Australia treats disputes between hosts and guests in relation to their use of the services (“community disputes”) separately from complaints related to earnings plans provided by the Mutual because they may impact host and guest ratings, as well as access to the marketplace. Details regarding how Turo treats Community Disputes are noted below.  ## Complaints #### Complaint submission Hosts and guests (or their complaint representative) may make a complaint either by calling Turo Australia at 1800 959 374 or by emailing [aus-claims@turo.com.](mailto:aus-claims@turo.com)  Complaint registry Any complaint made that is subject to this policy will be recorded by Turo Australia in our complaint registry as reasonably required by applicable regulatory requirements.  Management will monitor complaints for any trends or emerging issues and will make reasonable efforts to address and improve ongoing issues. Turo Australia will provide the complaint registry to the Australian Securities and Investment Commission (ASIC) in accordance with regulatory reporting requirements.  #### Time frame and responses All complaints will be acknowledged to the complainants within 24 business hours of receipt, or as soon as practicable.  In some cases, the complaint may be able to be resolved in the first contact. Wherever this is possible, we will try to do so. This may include providing travel credit, waiving costs/fees, or other actions. Where the complaint can be resolved in that initial contact or within five working days, no written response will be given unless the complainant specifically requests us to do so, or the complaint is about hardship, a declined claim, or the value of a claim presented to the Mutual.  If the complaint cannot be resolved in the first contact/review, a final written response will be provided to the complainant within 30 days, that includes: * Sending the complaint to the internal Dispute Resolution (IDR) Process of Picnic Licensing Pty Ltd for review    * Issuing the final IDR outcome letter of the complaint, including any action taken by Turo Australia to resolve the complaint, or reasons for rejection/partial rejection of the complaint.    The complainants have the right to take the complaint to the Australian Financial Complaint Authority (AFCA) if they are not satisfied with the IDR response. The contact details for AFCA are below.  If we reject, or partially reject, your complaint, we will clearly set out the reasons for that rejection.  If the complaint cannot be resolved within 30 days, before the 30-day period expires, we will update you with the status, any information that is still required and the timeframe expected to resolve the complaint.  ## Community disputes Where complaints are not related to the earnings plans distributed by Turo Australia and issued by the Mutual or claims under such earnings plans, but to some aspect of a host or guest’s participation in the marketplace, Turo Australia will refer such complaint to Turo Inc. to resolve in accordance with the dispute resolution process outlined in the Turo [terms of service](https://turo.com/us/en/policies/terms).  ## Internal Dispute Resolution (IDR) Review of member’s complaint Turo Australia is an Authorised Representative (AR number 1300021) of Picnic Licensing Pty Ltd  ACN: 647 642 117 (AFSL: 532540). Picnic Licensing has an Internal Dispute Resolution Policy and is a member of the Australian Financial Complaint Authority (AFCA). In the instances where Turo Australia is initially unable to resolve a member’s complaint about protection products, it will be referred to Picnic Licensing Pty Ltd Internal Dispute Resolution (IDR) Service for a decision and final response letter. This final response letter will be provided to the Member by Turo Australia Pty Ltd.  Details of Picnic Licensing’s IDR Process can be seen [here](https://www.picniclabs.io/legal/public-complaint-policy). Should the complaint about earnings plans still remain unresolved following receipt of the final response letter, the member may refer it to the Australian Financial Complaint Authority (AFCA).    **Australian Financial Complaints Authority (AFCA)**   AFCA provides a fair and independent financial services complaint resolution service that is free to consumers. Please note that not all matters fall within AFCA Rules and there may be other external dispute resolution options available to you. We encourage you to seek independent legal advice. For matters which can be considered under the AFCA Rules, you can refer your matter to AFCA at any time. AFCA can make decisions with which Turo Australia and the Mutual are obliged to comply. Under AFCA Rules, your complaint may be referred back to Turo Australia and the Mutual if it has not gone through our complaints process. **AFCA’s contact details are:**  Australian Financial Complaints Authority (AFCA)  GPO Box 3  Melbourne VIC 3001 **Website:** [www.afca.org.au ](http://www.afca.org.au/)**Email:** [info@afca.org.au ](mailto:info@afca.org.au)**Phone:** 1800 931 678 (free call)