Complaints & Customer Charter – NSW Wreckers
NSW Wreckers is committed to delivering honest, reliable, and customer-focused service at every stage of the car selling process. Your satisfaction is incredibly important to us, and we value all feedback—whether positive, constructive, or critical. This Customer Charter outlines your rights, our responsibilities, and how we respond to concerns quickly and professionally.
How to Make a Complaint
If you are ever unhappy with any part of our service—quoting, communication, payment, pickup, or overall experience—you can contact us through any of the following methods:
- Phone
Speak with our support team directly:
📞 0477 786 766
Send full details of your complaint, including your name, contact number, and vehicle information:
📧 info@nswwreckers.com.au
- Online Contact Form
If your website includes a contact/feedback form, customers may submit concerns online:
🌐 https://www.nswwreckers.com.au/contact-us/
- Postal Mail
You may write to us at our registered address:
📍 2-4/2-12 Pine Rd, Yennora NSW 2161, Australia
Providing clear and detailed information helps us investigate and resolve your concern promptly.
Our Complaint Handling Procedure
We follow a structured and transparent process to ensure every complaint is assessed fairly and professionally.
Step 1 – Acknowledgment
We acknowledge receipt of your complaint within 24 business hours.
Step 2 – Review
Our team reviews all relevant details, including:
- Previous communication
- Pickup and transaction records
- Vehicle information
- Staff notes and reports
Step 3 – Investigation
A senior team member will thoroughly investigate the issue. We may contact you for additional details if required.
Step 4 – Resolution
We aim to resolve most complaints within 3–5 business days. Outcomes may include:
- Clarifying information or processes
- Correcting mistakes
- Providing a formal apology
- Reviewing or improving internal procedures
- Escalating the issue to management where needed
Step 5 – Final Response
We will provide a clear written or verbal explanation outlining what we found and how the matter was resolved.
Our Customer Charter
NSW Wreckers is dedicated to maintaining the highest standards of integrity, professionalism, and customer care.
We Promise to:
✔ Provide fair and transparent vehicle evaluations
✔ Treat every customer with respect, honesty, and courtesy
✔ Offer free, no-obligation quotes
✔ Operate legally, safely, and in compliance with NSW regulations
✔ Deliver prompt and secure payments
✔ Handle all concerns fairly and efficiently
✔ Continuously improve our services based on customer feedback
Escalation Options
If you feel your complaint has not been resolved appropriately, you may request further review by:
- Senior Management
- NSW Fair Trading (external regulatory authority)
We cooperate fully with external investigations and regulatory processes.
Our Commitment to You
NSW Wreckers stands behind the quality and reliability of our service. We aim to make the vehicle selling and removal experience smooth, transparent, and stress-free for every customer. Your feedback helps us grow and remain one of NSW’s most trusted car removal and cash-for-cars providers.