Complaints and Dispute Handling

This procedure explains how GoBro receives, reviews and answers complaints about a booking, a member, a payment or our own service.

• A service that was not provided, or not as described.
• Damage, loss or an incident during a stay, a hire, a ride or a job.
• A payment, a fee, a deposit or a refund.
• The behaviour of another member.
• A decision made by the GoBro team.
• How we handled your personal information.

The quickest way is the "Oops, a problem?" button on the booking. You can also use the report buttons on a listing, a profile or a message, or email complaints@gobro.com.au.

• Your username and the booking reference.
• What happened, when, and who was involved.
• What outcome you are asking for.

Attach the completion photos, any additional photos, and the messages that matter. Evidence sent through the platform is stored with the file.

We acknowledge every complaint within 2 business days.

We aim to give you a written answer within 10 business days. If a file is complex we will tell you why we need longer and when to expect our answer.

Every complaint is read and decided by a member of the GoBro team. The assistant never decides a complaint.

We speak to each party in a separate support conversation. This keeps the exchange calm and lets each person share evidence privately.

While a complaint is open, the amount GoBro holds for the booking is not released, and the deposit is not returned until the file is closed.

Where fraud or a safety risk is suspected, we may also suspend other payments or the account concerned while we look into it.

The GoBro team decides how the held amount is released, based on the signed contract, the listing, the before and after photos, the messages and any other evidence.

Both parties confirm the outcome with their username, and the decision is recorded in the file.

If you disagree with our answer, you can ask for an internal review within 14 days. A different team member looks at the file again.

You can ask to speak to a person at any point, from the assistant or from your support conversation. See our Human Escalation Procedure.

If anyone is in danger, call 000 first. Then tell us so we can suspend the listing or the account and preserve the evidence.

Discrimination and harassment are not tolerated. Complaints of this kind are treated as a priority and can lead to immediate suspension.

Privacy complaints go to privacy@gobro.com.au. We acknowledge within 5 business days and answer within 30 days.

Report suspected fraud to us immediately. You can also report it to Scamwatch, and to your bank if money has left your account.

GoBro is for people aged 18 and over. Any report involving a minor or a person at risk is escalated to the team immediately and, where appropriate, to the authorities.

You can contact Consumer Protection Western Australia about consumer matters, the Office of the Australian Information Commissioner (www.oaic.gov.au, 1300 363 992) about privacy, or take a matter to court. Using our procedure does not limit those rights.

Complaint files, decisions and the evidence supplied are kept for 7 years.

complaints@gobro.com.au — Monday to Friday, 9 am to 5 pm AWST. GoBro, Curtis De Seixas, sole trader, ABN 30 291 712 177, Perth, Western Australia.

This version applies from 5 September 2026.