Complaints

We want to hear when something goes wrong. Here is how to raise a complaint, what we will do, and where to go if you are not satisfied.

1. Talk to us first

If you're unhappy with our website, a quote, how we handled your order or how we dealt with you, tell us. Most problems can be fixed quickly.

Phone 0477 666 500 (Mon to Fri, business hours)
Email admin@mydriveshield.com.au with "Complaint" in the subject

Please include your name, your order or quote reference (it starts with DS-), what happened, and what you'd like us to do.

What we will do

Acknowledge your complaint within 1 business day.
Look into it fairly, and keep you updated.
Give you our response in writing within 30 days. If we need longer, we'll tell you why and when to expect it.

Making a complaint is free.

2. Complaints about the warranty or a claim

Your warranty is issued by Integrity Car Care Pty Ltd (AFSL 247069), who assess and pay claims. If your complaint is about the warranty itself or a claim decision, contact Integrity's Internal Disputes Officer:

Email idr@integritywarranty.com.au
Phone 03 9120 6666 (Mon to Fri, 9am to 5pm AEST)
Post: Integrity Car Care Pty Ltd, PO Box 2122, Traralgon VIC 3844

Integrity says that in most cases you will hear from them within 20 business days. We can help you put your complaint to Integrity if you'd like.

3. If you're still not satisfied

If you're not satisfied with our response or Integrity's response, you can take your complaint to the Australian Financial Complaints Authority (AFCA), Integrity's external dispute resolution scheme. AFCA is free for consumers.

Website www.afca.org.au
Phone 1800 931 678 (free call)
Post: GPO Box 3, Melbourne VIC 3001

For a complaint about MyDriveShield that we haven't resolved, you can also contact the consumer protection agency in your state or territory, for example NSW Fair Trading.

4. Privacy complaints

See section 11 of our Privacy Policy. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

5. Your rights under the Australian Consumer Law

The warranty is in addition to your rights under the Australian Consumer Law. Nothing in this page or the warranty limits those rights.

MyDriveShield is a trading name of Capital Gateway Pty Ltd (ABN 36 667 087 685). Last updated 27/10/2026.