Complaints process
Last updated:
Applies to all JB Caravans purchases and customer service interactions
We know that buying a caravan is one of the biggest purchases you'll make. When something goes wrong — with the van, with a dealer interaction, or with how a warranty claim has been handled — we want to hear about it directly, fix it properly, and keep you informed every step of the way.
1. Our commitment to you
These are our response time targets. We take these seriously and hold our team to them — while we cannot guarantee every timeline in every circumstance, we will always communicate proactively if we cannot meet them:
48
Hours
Target: acknowledgement of your complaint
10
Business days
Target: initial assessment and resolution path
14
Business days
Target: status updates on all open cases
30
Days
Target: senior management review if unresolved
2. What you can raise a complaint about
A product defect, fault, or quality issue with your JB caravan
A warranty claim that has not been acknowledged, progressed, or resolved to your satisfaction
A service or repair outcome at an authorised JB service centre or dealer
The conduct or communication of a JB Caravans employee, dealer, or representative
A pricing or specification discrepancy between what was represented and what was delivered
A pre-delivery inspection (PDI) issue or handover concern
A delayed or unacknowledged response to a prior enquiry or claim
Any other matter relating to your experience as a JB Caravans customer
3. How to raise a complaint — step by step
1
Contact your authorised JB dealer or service centre directly
For product faults, warranty claims, and service issues, your first contact should be the authorised JB dealer or service centre that sold or services your caravan. Have your proof of purchase and a clear description of the issue ready.
Best for: product faults, warranty claims, service issues
2
Contact JB Caravans Customer Experience directly
If your dealer has not resolved the issue within a reasonable time, contact JB Caravans directly. Submit your complaint in writing where possible — this creates a clear record. Include: your name, contact details, caravan serial or VIN number, proof of purchase, and a clear description of the issue and any prior communication.
Response within 48 hours · Assessment within 10 business days
3
Request escalation to our internal Disputes Panel
If you are not satisfied with the Step 2 outcome, request formal escalation to our internal Disputes Panel in writing. Include the original complaint, the response received, and why you consider it unsatisfactory. The Disputes Panel will provide a written determination within 15 working days of receiving your correspondence.
Written determination within 15 working days
4
Contact an external body
If you have exhausted our internal process and are still not satisfied, you have the right to contact an independent external body. These bodies can investigate complaints, facilitate mediation, and in some cases make binding determinations. You do not need to exhaust internal steps before contacting them.
Available at any time
4. External bodies — your independent options
Australian Competition and Consumer Commission (ACCC)
The ACCC enforces the Australian Consumer Law and investigates systemic issues with suppliers. For individual disputes, the ACCC typically refers you to the appropriate state body.
Web: accc.gov.au · Phone: 1300 302 502
Consumer Affairs Victoria (CAV)
CAV can investigate your complaint, facilitate mediation, and refer matters to VCAT for determination if you purchased in Victoria or JB Caravans is the relevant trader.
Web: consumer.vic.gov.au · Phone: 1300 558 181
Your state or territory consumer protection agency
NSW: Fair Trading NSW — 13 32 20 · QLD: Office of Fair Trading — 13 74 68 · SA: Consumer and Business Services — 131 882 · WA: Consumer Protection WA — 1300 304 054
5. How to contact us
Email — recommended
Creates a written record. Response within 48 hours.
Phone
Mon–Fri 8:30am–5:00pm AEST. Ask for Customer Experience.
Direct line
Head office direct line.
Post
Customer Experience Team
JB Caravans Pty Ltd
2040–2060 Sydney Road
Campbellfield VIC 3061
What to include
Your full name and best contact details
Your caravan's serial number, VIN, or order number
Date of purchase and name of selling dealer
A clear description of the issue — when it was first noticed, what has happened since, and what outcome you are seeking
Copies of relevant documentation — service records, prior warranty correspondence, and photographs of the fault
6. What happens after you lodge
Within 48 hours — we aim to send written acknowledgement with a case reference number and the name of the team member handling your case
Within 10 business days — we aim to complete an initial assessment and provide either a proposed resolution or a clear explanation of next steps and expected timeline
Every 14 days — we aim to send a written status update on all open cases, regardless of whether there is new information. If we cannot meet this, we will contact you to explain why.
At 30 days — any case unresolved at 30 days will be flagged for senior management review and direct contact with you
At closure — we will provide a written summary of the outcome, actions taken, and any remaining steps
7. Replacement parts
Where a warranty claim results in replacement parts being supplied, replacement parts are not required to be identical to the original. Replacements may be of similar type and will be determined by the manufacturer, repairer, and parts availability. This applies to both warranty and post-warranty repairs.
8. Your ACL rights are always available
Nothing in this complaints process limits your rights under the Australian Consumer Law. You are entitled to consumer guarantees regardless of the outcome of our internal process. For a major failure, you are entitled to a refund, replacement, or compensation — and you do not need to accept a repair as your only remedy.
See our Consumer Rights (ACL) and Warranty Terms pages for full details.
ACL ss 18, 29, 51–64A. Nothing in this complaints process limits your consumer guarantee rights.
This policy applies to JB Caravans Pty Ltd and is governed by the laws of Victoria, Australia. · Privacy Act 1988 (Cth) + Australian Privacy Principles.