What happens when you make a claim?

  • You will be sent a letter that acknowledges receipt of your claim. 
  • If your claim or a component of it cannot be considered, the Motor Car Traders Claims Committee may refer it to the appropriate body or provide you with the contact details of another organisation who may help you resolve your complaint. 
  • A copy of your claim and supporting documents will be sent to the licensed motor car trader. They will be asked to: 
    • provide a written account of the dealings that have led to, and attempts to resolve, the claim 
    • provide copies of all relevant documents 
    • provide information they want the committee to take into account when determining the claim 
    • respond to the committee by a certain date and time.
  • The committee may need to make further inquiries or seek further information from: 
    • you 
    • the motor car trader 
    • other people or agencies, such as Victoria Police, VicRoads or finance companies.
  • After all information has been received and the necessary inquiries made, the committee will consider the claim. Here it will decide to: 
    • pay the claim or part of the claim, or 
    • defer the claim for further consideration, to allow for further inquiries to be made, or 
    • refuse to pay the claim.
  • When the committee has made its decision, it will notify both you and the motor car trader in writing. 
  • If a claim is paid, the committee will authorise payment from the fund and send you a cheque. 
  • If you want any payment from your claim to be made to another person or company (for example, an agent, solicitor or finance company), please download and complete the Claim against the Motor Car Traders Guarantee Fund - authority to pay (PDF, 353KB).

Last updated: 09/04/2013

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