SG Fleet Complaints Policy
Australian Customer Complaint Handling and Dispute Resolution Policy
Our Commitment to Resolving Complaints
- Fairness: We will handle your complaint impartially, considering all relevant facts and perspectives.
- Resources: We ensure that complaints are managed by staff with the appropriate expertise and authority.
- Timeliness: We aim to resolve all complaints within 30 days and will keep you informed throughout the process.
This policy applies to the following SG Fleet entities:
- SG Fleet Australia Pty Limited
- NLC Insurance Pty Ltd (AFCA Member 14258)
- Vehicle Insurance Underwriters Pty. Ltd. (AFCA Member 14303)
If your contract references LeasePlan Australia or NLC, you are covered by this policy.
In this policy, references to:
- “SG Fleet” are references to the above entities jointly
- A specific entity are references to that entity specifically
Providing Feedback and Raising a Complaint
Your feedback helps us improve our services. If you are dissatisfied with our products or services, we encourage you to let us know. We will investigate and take appropriate action to resolve the issue.
How to Lodge a Complaint
- Website: www.sgfleet.com/au/contact-us
- Phone: 1300 138 235
- Email: complaints@sgfleet.com
- Mail: Attention: Customer Experience team
Locked bag 1003
Gordon, NSW 2072
SG Fleet is committed to assisting people who may have difficulties in lodging a complaint. If you require additional assistance, please ask for our Customer Experience team. Our team will walk you through our complaints-handling process and allocate an SG Fleet representative who will be your key contact as we work to resolve your complaint.
If you require an interpreter, we can provide guidance or refer you to the TIS National Interpreting Service (www.tisnational.gov.au).
If you have any other impairment which makes it difficult to engage with our business, please advise how we can best support you.
Our Complaint Handling Process
We will aim to resolve your complaint at the first point of contact or as quickly as possible thereafter. If further investigation is required, we will:
- Acknowledge Receipt – Within one business day of receiving your complaint (or as soon as practicable).
- Assess & Investigate – Gather relevant details, including:
- Your vehicle registration and contract details
- The name of the SG Fleet representative you interacted with
- Details of the complaint and steps already taken to resolve it
- Communicate Findings – We will inform you of the resolution, including reasoning, in writing unless otherwise agreed.
Escalation – If unresolved, your complaint will be escalated for further review under our internal procedures. If resolution takes longer than 30 days (e.g. if the complaint is particularly complex), we will inform you of the delay, the reasons for it, when you can expect a response and your options for escalation.
What to do if you are not satisfied with the outcome
If you are dissatisfied with our response, you have additional options:
Customer Advocate
We have an independent Customer Advocate to review escalated complaints. The Customer Advocate’s recommendations are final, and SG Fleet will abide by them.
- Email: customeradvocate@sgfleet.com
Customer Advocate Independence and Authority
The Customer Advocate operates independently from SG Fleet’s operational teams. This independence ensures that:
- No influence from operational staff – The Customer Advocate does not report to, nor take direction from, the operational teams involved in the original complaint.
- Objective review – All escalated complaints are assessed impartially.
- Direct access for customers – Customers can contact the Customer Advocate directly via a dedicated email address, bypassing operational teams.
External Dispute Resolution – AFCA
If your complaint relates to products or services provided by:
- NLC Insurance Pty Ltd (AFCA Member 14258),
- Vehicle Insurance Underwriters Pty Ltd (AFCA Member 14303),
you may be eligible to refer it to the Australian Financial Complaints Authority (AFCA). AFCA provides free, independent dispute resolution services.
- Website: www.afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
- Mail: GPO Box 3, Melbourne, VIC 3001
Please refer to the original product documentation to determine whether the product was provided by any of these listed entities.
Independent Legal Advice
At all times you are entitled to seek independent legal advice regarding your options, including any external dispute resolution or complaints mechanisms which may be applicable to your complaint.
Complaints About Insurance Policies Distributed by SG Fleet as Agent or Authorised representative of an AFSL outside SG Fleet
If your complaint concerns an insurance policy distributed by SG Fleet on behalf of one of our partners under their AFSL we will notify them so they can handle your complaint per ASIC Regulatory Guide 271 and the General Insurance Code of Practice.
If your complaint relates to the insurance company’s claim handling, we will direct you to the insurer unless we issued the policy under a binding agreement, in which case we will handle the complaint under our internal procedures.
Compliance Statement
SG Fleet is committed to upholding the highest standards of fairness, transparency, and accessibility in complaint handling and dispute resolution. This policy has been developed in alignment with:
NALSPA Code of Practice – ensuring ethical conduct, clear communication, and customer-centric processes.
ASIC Regulatory Guide 271 – where applicable to insurance products offered through NLC Insurance Pty Ltd or vehicle Insurance Underwriters Pty Ltd, by meeting regulatory requirements for internal dispute resolution.
General Insurance Code of Practice – where applicable to insurance-related complaints.
By following these principles, SG Fleet ensures that all complaints are managed promptly, impartially, and with respect for the rights of all parties involved.
Last updated: February 2026