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Mr Rental's Complaint Procedure


If you have a complaint about your contract or your dealings with us, you should contact us to see if your complaint can be resolved simply and quickly.

How do I lodge a complaint?

You can provide us with details of your complaint in any of the following ways:

For Australia:
  • In person: by visiting the Mr Rental’s store where the goods were rented;
  • By telephone: 1800 154 133
  • By facsimile: (07) 3622 2800
  • By email: info@mrrental.com.au
  • By letter to: 
    Customer Feedback
    Mr Rental
    PO Box 281
    Lutwyche, QLD, 4030
For New Zealand:
  • By telephone: 0800 111 313
  • By facsimile: (09) 579 8123
  • By email: info@mrrental.co.nz
  • By letter to:
    Customer Feedback  
    Mr Rental
    PO Box 48121
    Blockhouse Bay, Auckland, 0644

When contacting us, please advise if you require an interpreter or have any special needs.

Initial Resolution

We will endeavour to resolve your complaint by the end of the business day after the complaint is received.
 

What happens if my complaint is not resolved?

If your complaint is not resolved by the end of the business day after it is received then the complaint will be referred to the Mr Rental National Support Office for review and determination by the Business Coach or the Systems and Compliance Manager.

When will I receive the details of the outcome of my complaint?

Complaints will be addressed within 14 days of receipt by Mr Rental or where the complaint involves a default notice within 7 days.

We will notify you in writing both at the time the complaint is referred and once a determination of the complaint has been made.  Where either financial or non-financial redress is offered shall be disclosed in the determination letter.

Mr Rental aims to settle all complaints fairly and promptly. Should your complaint could not be resolved in your favour, you will be provided with details of the basis upon which Mr Rental came to its decision and your rights regarding the decision.

What if I am not happy with the decision?

If your complaint has gone through the Mr Rental complaint procedure and has not been resolved to your satisfaction you have the right to take your complaint to an External Dispute Resolution (EDR) Scheme

Mr Rental store is a member of the Credit and Investments Ombudsman (CIO) which is an independent EDR Scheme approved by the Australian Securities and Investments Commission.

CIO can be contacted for Australian customers on:

  • by telephone on 1800 138 422 (9.00am-5.00pm, Monday to Friday, Sydney time);
  • by email to info@cio.org.au; or
  • by submitting your complaint online at www.cio.org.au
  • Each Mr Rental store has their CIO membership number which you can look up on the website above.
 

Rental Terms

Based on 18/24/36/48 month (depending on which fixed term period is shown) and new/near new product (depending on what product is shown) MrFixed Agreement (Fixed Term Rental Agreement). Monthly fixed term rental period based on calendar months. Weekly/fortnightly/monthly payment periods available. Payments are in advance. A security bond may be payable. Fees and charges may apply for late payment fee (INFO) and early termination (INFO). Credit check criteria apply. Full terms and conditions available on application. Credit provided by Mr Rental Group Pty Ltd. Australian Credit Licence 450508. Pictured products are for display purposes only. Products available at participating stores while stocks last. Brands and models may vary. Accessories are for illustration purposes and not included. Near new product is an item that is undamaged, appears as or near new, is in excellent condition and up to 2 years old.** You have no obligation to purchase the rental item, and offers to purchase the rental item do not have to be accepted. Rental option only available at participating stores. Click here for participating stores.
Based on near new product (depending on what product you select or is shown) MrFlex Agreement (Indefinite Period Rental Agreement). Weekly/fortnightly/monthly payment period available. Payments are in advance. A security bond may be payable. Fee applies for delivery outside 50km radius of store (INFO). Cleaning fee (INFO) applies on return of products. Collection fee, administrative fee, late payment fees and charges may apply (INFO). Collection fee and administrative fees are waived when rental period runs for more than 12 months. Either party can terminate with one payment period notice. Credit check criteria apply. Full terms and conditions available on application. Product provided by Mr Rental Group Pty Ltd. Ask in store for details. Pictured products are for display purposes only. Products available at participating stores while stocks last. Brands and models may vary. Accessories are for illustration purposes and not included. Near new product is an item that is undamaged, appears as or near new, is in excellent condition and up to 2 years old. Rental option only available at participating stores. Click here for participating stores.
Subject to credit approval and availability of upgrade good. Requires entry into new agreement (rental fee for upgrade good will apply). Other fees may apply. Does not modify, limit or exclude any rights or remedies under the Australian Consumer Law. Replacement product during repair. If faulty product not capable of repair, replacement product provided. Terms and conditions apply. ~Subject to credit approval and availability of selected good. Requires entry into new agreement (rental fee for selected good will apply). Other fees may apply. >Within 50km radius of store (fees apply for delivery to locations outside 50km radius of store). Free delivery does not apply to MrShort agreements.Happiness Guarantee only available at participating stores. Click here for participating stores.