Our Complaints Handling Process

Find out about our complaints process, including what to do and what to expect. 

If you're not satisfied with our service or if you think there’s something we can improve, it’s important that we receive your feedback so we can provide our customers with a great experience.   

We will take your complaint seriously and we work with you to find a solution. 

How to make a complaint 

Please complete the Complaint Form to make a complaint. Please provide as much information as possible to help us resolve your complaint including: 

• Your name, contact details (and purchase reference if relevant)
• The car park name or address (if available)
• Specific details about your complaint such as what went wrong and what you’d like us to do to resolve it

What happens next? 

Once you’ve submitted your complaint, here's what you can expect: 

Step 1: You’ll receive an acknowledgement

You will also receive an email confirming your complaint reference number within 48 hours.

Note: If you haven't received your email please check your Spam or Junk email folder.

Step 2: We’ll investigate your complaint.

Our Customer Service Team will investigate the complaint based on the information provided with the aim to find a suitable resolution within 2-3 business days. If your complaint is more complex and requires more time, we’ll let you know.

Step 3: We’ll resolve your complaint.

Based on your circumstances, our team will provide information on what your rights and options are as we work to find a successful resolution to your complaint. 

If you want your complaint investigated further 

If you’re not satisfied with the outcome of your complaint, you can request that the Customer Service team review the outcome of your complaint. 

If you have a query or concern about our Privacy Policy or how your personal information is handled, you can view our Privacy Policy or contact our Privacy Officer.

Following this review, if you feel we haven’t been able to resolve an issue in the way you’d like, you’re able to contact an independent service like the Office of Fair Trading in your state.