Complaints process

We want VanAssist to be trustworthy. If something goes wrong, here is how to raise it.

1. Contact us

Email support@vanassist.com.au with the details. Please include your name, the provider or request involved, dates, and what happened.

2. What happens next

We aim to acknowledge complaints within two business days and to resolve them as quickly as is reasonable. We may contact the provider involved to understand both sides.

3. Disputes with a provider

Because work is arranged directly between you and the provider, we encourage you to raise service or workmanship issues with them first. We can help facilitate contact and will act on substantiated concerns about a listing.

4. External avenues

If we cannot resolve your concern, you may contact your state or territory consumer protection agency (for example, the Office of Fair Trading in Queensland) or the ACCC at accc.gov.au.