How to lodge a dispute

This will be useful if: 

You are a Learner User of the Secure Licence booking platform.

You are trying to: 

Dispute a payment or a booking charge.

Overview:

We’re here for you. Disputes can arise due to miscommunication, misunderstanding, or breaches of policies. While our policies are robust, we are open to reviewing cases where you feel there may have been mistakes or exceptional circumstances. For your convenience, please refer to the following policies:

• Learner Cancellation Policy
• Refund Policy
• Review Policy
• Learner Terms and Conditions
• Driving Instructor Code of Conduct

In the first instance, please raise your concerns directly with your instructor. If the issue remains unresolved, submit your dispute to Secure Licence Support within 72 hours. 

How to lodge a dispute

Step 1.

Contact your instructor directly to try to resolve the issue directly. For further information, please refer to our support article - How to contact your driving instructor

Step 2.

Collect the following information:

• Booking ID
• Date and time of booking
• Supporting evidence (including photos and screenshots) 

For further information, please refer to our support article - How to view your booking history.

Step 3.

Lodge your dispute, click here and follow these steps: 

1. Click Submit a Request
2. Choose "I am a Learner Driver"
3. Provide your details
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4. Choose "Lodge a dispute"
5. Please provide as much context, detail and evidence as you can to support why you disagree with the charge
6. Click Submit
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Important

You only need to submit your request once, you will receive a confirmation via email which will include a reference number. Submitting your request multiple times will only slow down the resolution process.

Our team will respond via your support request, please keep your eye out for our response as sometimes it can land in your junk / spam folder.