Fuel Quality Claims Process

How to Submit a Claim

Please submit your claim and all supporting information in writing to:

Transwest Fuels PO Box 1 Walcha NSW 2354

Alternatively, you may email your claim to retailsupport@transwestfuels.com.au

Transwest Fuels will investigate your claim and endeavour to respond within 30 days of receiving the complete required information and documents.

Information Required to Assess Your Claim To enable us to properly investigate and assess any potential fuel quality issue under the Australian Consumer Law (ACL), please provide the following as soon as possible:

Details of the purchase (including service station/truck stop location, date and time of purchase, type of fuel product, volume purchased, and price paid).
Make and model of the vehicle (including year of manufacture).
Detailed description of the vehicle damage claimed.
Total amount claimed, with a separate breakdown for repairs and any other direct costs (e.g., towing, hire cars, accommodation).
Proof of product purchase (e.g., receipt or invoice) and copies of all receipts supporting other claims.
A detailed quote from a reputable mechanic for the repairs to the claimed vehicle damage (in some cases, a second quote may be required).
Proof of any direct and reasonable expenses incurred.

In addition, to assist with determining causation and liability:

Confirmation (e.g., from the owner's manual or manufacturer specifications) that the fuel type purchased is recommended for use in the vehicle.
Evidence of the vehicle's regular service history in accordance with the manufacturer's (OEM) recommendations, including records of fuel filter replacements at required intervals.
Details and receipts of recent fuel purchases prior to the incident, to help rule out alternative sources of any alleged contamination.
If an insurance claim has been made (or refused) in relation to this incident, copies of all related correspondence, the full claim paperwork, and the specific reasons provided for any refusal or outcome. We reserve the right to rely on any such information in our assessment or in any future proceedings.

Important Notes on Claims

Claimants are responsible for taking reasonable steps to mitigate their losses under the ACL. Only fair and reasonable consequential expenses that could not reasonably have been avoided will be considered.
We retain fuel samples where possible and may require independent testing to verify any quality issue.

If Your Claim is Upheld If, after investigation, Transwest Fuels accepts that there was a quality issue with the fuel for which we are responsible, and that this directly caused damage to your vehicle, we will:

Reimburse the fair and reasonable costs of repairing vehicle damage directly caused by the quality issue;
Reimburse reasonable and direct expenses necessarily incurred; and
Reimburse the retail cost of the fuel purchased.

Transwest Fuels may require you to sign a Deed of Release as a condition of payment, confirming acceptance of the amount as full and final settlement of the claim.

Please Note This process is designed to allow thorough investigation of claims. The benefits provided under this process are in addition to any other rights and remedies you may have under consumer protection laws.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this process limits your statutory rights under the ACL.