We know that buying a caravan is one of the biggest purchases you will 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.
Our commitment to you
These are our response time targets. We take them 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.
48hrs
Acknowledgement
Target: written acknowledgement of your complaint.
10businessdays
Assessment
Target: initial assessment and a resolution path.
14businessdays
Status updates
Target: a written update on every open case.
30days
Senior review
Target: senior management review if unresolved.
What you can raise a complaint about
A product defect, fault or quality issue with your Network RV caravan.
A warranty claim that has not been acknowledged, progressed or resolved to your satisfaction.
A service or repair outcome at an authorised Network RV service centre or dealer.
The conduct or communication of a JB Caravans Pty Ltd 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.
How your personal information has been collected, used or handled.
Any other matter relating to your experience as a Network RV customer.
If your caravan was built by Network RV Pty Ltd (in administration), you can still raise it with us and we will tell you plainly what we can and cannot do. That company's warranty obligations, deposits and contracts stayed with it, and your rights against the party you bought from are unaffected.
How to raise a complaint, step by step
Contact your authorised Network RV dealer or service centre directly. For product faults, warranty claims and service issues, your first contact should be the 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.
Contact Network RV Customer Experience directly. If your dealer has not resolved the issue within a reasonable time, contact us directly. Submit your complaint in writing where possible; this creates a clear record. Include your name, contact details, chassis number or VIN, proof of purchase, and a clear description of the issue and any prior communication. Response within 48 hours. Assessment within 10 business days.
Request escalation to our internal Disputes Panel. If you are not satisfied with the step 2 outcome, request formal escalation 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.
Contact an external body. You have the right to contact an independent external body at any time. You do not need to exhaust our internal steps first, and you can do so instead of or alongside them. These bodies can investigate complaints, facilitate mediation, and in some cases make binding determinations. Available at any time.
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. accc.gov.au · 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 Pty Ltd is the relevant trader. consumer.vic.gov.au · 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
TAS: Consumer, Building and Occupational Services, 1300 654 499
NT: Consumer Affairs, 1800 019 319
ACT: Access Canberra, 13 22 81
Office of the Australian Information Commissioner (OAIC), privacy complaints
If your complaint concerns how your personal information has been collected, used or handled, you can complain to the OAIC at any time. You do not need to complete our internal process first, although the OAIC generally encourages raising the matter with the organisation first. oaic.gov.au · 1300 363 992
How to contact us
Email, recommended
complaints@networkrv.com.au
Creates a written record. Response within 48 hours.
Phone
0492 003 899
Monday to Friday, 8:30am to 5:00pm AEST. Ask for Customer Experience.
Post
Customer Experience Team, JB Caravans Pty Ltd (Network RV), 2040–2060 Sydney Road, Campbellfield VIC 3061
What to include
Your full name and best contact details.
Your caravan's chassis number, VIN or order number.
Date of purchase and the name of the 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.
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 the expected timeline.
Every 14 days, we aim to send a written status update on all open cases, whether or not there is new information. If we cannot meet this, we contact you to explain why.
At 30 days, any unresolved case is flagged for senior management review and direct contact with you.
At closure, we provide a written summary of the outcome, actions taken, and any remaining steps.
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. It relates to how repairs are carried out only and does not limit your consumer guarantee rights under the Australian Consumer Law, including your right to choose a refund or replacement for a major failure.
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 and Warranty terms pages for full details.
ACL ss 18, 29, 51 to 64A. Nothing in this complaints process limits your consumer guarantee rights. This policy applies to JB Caravans Pty Ltd, trading as Network RV, and is governed by the laws of Victoria, Australia. Privacy Act 1988 (Cth) and Australian Privacy Principles.