Pricing Promises Remediation Program
Insurance and Road Service remediation
We undertook a review into how we previously applied discounts to insurance and Road Service policies.
The review found that from April 2012 to February 2025, some discounts weren't applied in line with some of our advertising material for insurance products, and that between July 2014 and February 2025, a small number of Membership Discounts weren’t applied to our Road Service product.
We’ve now fixed these issues, and have reimbursed eligible current and former members using details on file, or details provided after we made contact, requesting them.
Contact us
We reached out to all eligible current and former members, using all contact methods on file.
If you received a communication from us, asking you to provide bank details for your reimbursement, but haven’t actioned it yet, please get in touch.
Email us Call 8202 8255
Frequently asked questions
-
Why did RAA pay reimbursements?
We undertook a review into how we previously applied discounts to insurance and Road Service policies.
The review found that from April 2012 to February 2025, some discounts weren't applied in line with some of our advertising material for insurance products, and that between July 2014 and February 2025, a small number of Membership Discounts weren’t applied to our Road Service product.
We’ve now fixed these issues, and have reimbursed eligible current and former members using current details on file, or details provided after we made contact, requesting them.
-
How many people received a reimbursement?
For Insurance, around 134,000 current and former members received a payment from us as part of the program.
For Road Service – the final part of our Remediation Program – around 6,000 current and former members received a payment from us.
-
How do I make a complaint?
If you’d like to make a complaint about the remediation program or your outcome, please call us on 8202 4567 or email membersupport@raa.com.au. We take customer feedback seriously and have a complaint handling procedure in place. Read more about our complaints process.
-
What if I'm not satisfied with how my complaint was handled?
If you're not satisfied with the outcome from our complaints process, you can choose to lodge your complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provide a free and independent dispute resolution service for consumers who have general disputes that are covered by AFCA's Terms of Reference.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 -
Will I need to declare this reimbursement to the Australian Taxation Office (ATO)?
RAA is not a registered tax agent and is unable to provide tax advice. If you have any questions regarding the tax implications of your reimbursement, we encourage you to discuss this with a registered tax agent or visit the ATO website.
-
How do I speak to someone about our remediation program?
If you received a communication from us, asking you to provide bank details for your reimbursement, but haven’t actioned it yet, please get in touch. We're here to help. Call 8202 8255 or email pricingpromises@raa.com.au.
-
Who are Deloitte? What role do they play in RAA's Pricing Promises Remediation Program?
Deloitte—a professional services firm—are helping to deliver our Remediation Program.
Deloitte created our secure former member portal to verify and process the banking information we needed to pay reimbursements.