General FAQs
Want to know more about Handle My Complaint and how we work?
Check out our FAQs for all the details!
Want to know more about Handle My Complaint and how we work?
Check out our FAQs for all the details!
Who should use Handle My Complaint?
If you’re over long hold times, ignored emails and endless back-and-forth, it’s time to try Handle My Complaint. We help Australians get their complaint heard — fast and easy.
We have dedicated complaint pathways for Insurance, Automotive, Energy, Banking, and Telco. And we don't stop there — if it’s a consumer issue, from retail to travel and beyond, we’re here to help.
Save time, skip the stress, and let us help you handle it.
Can I complain anonymously or on behalf of someone else?
Yes, you can lodge a complaint on behalf of someone else — just provide their contact details for the response.
You can also complain anonymously. In that case, your details won’t be shared with the organisation and they won’t be able to contact you directly. If you want a response, it’s best to include your details.
Do I have to create an account or provide my contact details?
No, creating an account isn’t required. However, we highly advise it — it lets you track your complaint, provide updates, and upload more evidence if needed.
Having an account also lets you activate our membership benefits if you choose, giving you access to even more complaint support.
Do I need a membership to use Handle My Complaint?
Lodging a complaint is free, as are basic status updates. But you’ll need an active membership to provide written updates and have your questions answered. You can earn a one-month membership by accumulating 90 points through various activities like lodging complaints, answering surveys, subscribing to our newsletter, or referring friends.
Prefer to skip the points? You can join anytime for $24.95 per month, and you’re free to cancel whenever you like.
How many complaints can I make?
You can use Handle My Complaint to make as many complaints as you like. If you create an account, you can keep track of all your complaints in one spot.
How is using Handle My Complaint different from contacting the company directly?
The key difference is convenience and clarity. Instead of being bounced around call centres or waiting endlessly for a reply, your complaint goes straight to the team responsible for fixing it. By completing our form, we help you present your complaint in the strongest way possible for a better outcome.
We also help you track and follow up on your complaint so it doesn’t get lost or forgotten. No more long holds or repeating yourself — just a clear path to resolution.
Why can’t I just complain on social media?
You can — but it’s hit or miss. Sometimes you’ll get a response, other times you’ll just get a generic reply or be ignored. With Handle My Complaint, your complaint goes to the right place. That way, you’re not just hoping someone notices your post.
What exactly do I get in return for a complaint?
Peace of mind. You’ll know your complaint has been properly lodged and received by the company responsible. More importantly, we help you give yourself the best shot at a fair outcome — whether that’s a refund, repair, replacement, or something else that puts things right.
What is the process of lodging a complaint?
Lodging a complaint with Handle My Complaint is fast, simple, and gives you a real chance to be heard and get results.
Here’s how it works:
1. Tell us what you experienced – Share what happened and how it affected you. Your story is important — it helps show the impact of what you've gone through.
2. Secure your evidence - Upload receipts, photos, screenshots, or any proof you have. Evidence makes your complaint stronger and more likely to get results.
3. Track updates in one place – All your updates and progress of your complaint are organised in one place making it easier to check what's going on and following up if an organisation is not responding.
4. Drive bigger action with others - When others have the same problem, we can combine complaints to strengthen the case. This can lead to wider outcomes, including class actions or regulatory investigations, giving your complaint even greater impact.
It’s a simple process that turns your frustration into action — and gives you a real chance to be heard and get results.
What kind of details should I specify when filing a complaint?
The more details you give, the easier it is to get your complaint resolved. We’ll prompt you with the questions a company needs answered, but here are the basics:
- Account details or reference numbers
- Dates and times of what happened
- Any previous communication with the company
- The outcome you want (refund, repair, replacement, etc.)
Adding supporting evidence like bills, receipts, or photos can also make a big difference. Think of it this way: the clearer your complaint, the stronger it is.
Class action FAQs
Got questions about class actions?
Find all the answers in our FAQs below!
Got questions about class actions?
Find all the answers in our FAQs below!
What is a class action?
A class action is a legal process that allows a group of people with similar complaints or issues to take legal action against an organisation.
When you register for a class action, you become part of a collective claim, which can give you a better chance of getting results than taking on a company alone.
Want to dive deeper? Read our guide to understanding class actions.
Why should I register for a class action?
Registering ensures your voice is included and gives you a chance to benefit from any compensation or resolution the class action achieves. It’s a simpler, more powerful way to hold a company accountable — especially for issues that affect many people.
By working together, you share the cost, effort, and risk — and a united voice is much harder for a company to ignore. Even if you haven’t taken action on your own, registering for the class action means you don’t have to fight alone.
Will it cost me anything to register for a class action?
In most cases, no. Class actions are usually run on a “no win, no fee” or funded basis, meaning you won’t pay anything upfront. Legal costs are generally covered from any successful outcome, so you’re not risking money just by registering. Think of it as having a strong legal team behind you, without the scary price tag.
How do I register for a class action?
Registering is simple. You register your details and provide evidence through Handle My Complaint. Once you’re registered, you’ll receive updates as the case progresses so you always know what’s happening.
It only takes a few minutes to get started — and it could make all the difference in securing your fair share of compensation.
How much effort is required from me?
Not much at all. Once you’ve registered, the legal team and lead plaintiff handle almost everything. You might be asked for some documents or details, but you won’t need to step into court or argue your case.
The only main effort from you is submitting any evidence you have — like receipts, photos, or emails — so your claim is properly supported and you have the best chance of receiving the compensation you’re entitled to when a settlement is reached.
What can Handle My Complaint do for me?
When it comes to taking on a big company, having the right evidence can make all the difference — and that’s where we come in. We’ve helped hundreds of people get their complaints and supporting evidence organised and ready for class actions, so you don’t have to worry about what’s needed or where to start.
Once you lodge your details and upload your evidence, we securely store everything under your account until the class action is resolved. No stress about lost documents or missing out on compensation — we’ve got it covered. Your experience and evidence helps strengthen the case for everyone involved in the class action.
How will I stay updated?
When you register for a class action, you’ll receive updates at key milestones — when the case is filed, court hearings take place, or a settlement offer is made. We keep it simple and clear, so you’re never left wondering what’s happening.
How long does the whole process take?
Class actions aren’t quick — they can take several years to reach a result. Before a case even gets to court, there’s a lot involved: gathering evidence from everyone affected, reviewing documents, and working through the legal process to make sure the case is strong.
By registering for a class action, you become part of this careful, thorough process. It takes patience, but it also increases the chances of a fair outcome for everyone involved.
Who decides how much money I get back?
The court ultimately decides how the money is divided. The legal team helps put together a plan for distribution, but the court reviews and approves it to make sure it’s fair for everyone. Then, an administrator handles the payouts based on the plan, taking into account things like the evidence you’ve provided and how much you were affected.
Want to know more? Here’s our guide to how class action settlements work.
What are the risks of participating?
Every legal action carries some risk — mainly that the case might not succeed, meaning you may not receive compensation. But in most class actions, “no win, no fee” or funding arrangements mean you won’t face legal bills if it fails.
The bigger risk? Doing nothing. If you don’t register, you could miss your chance to hold a company accountable and claim money you may be entitled to.