OTR complaint?

Do you have a dispute or a bad customer experience with OTR? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

OTR customer service is the Customer Engagement Team on 08 8876 5271. You can also send store feedback or a general enquiry through the contact form on the OTR website, where you pick the type of enquiry. Have the store location, the date and time, and your receipt or the transaction in the OTR App ready.

Put your complaint in with us at the same time, and we push it out to OTR by email, social media and printed letters.

A fuel charge at OTR that does not match the fuel you pumped is easiest to sort out with the receipt, the pump number, the store and the time, because the store can check the pump record against your payment. Report it to the store or the Customer Engagement Team as soon as you notice it, and compare the amount with your bank statement. If you paid in the OTR App with Scan Pump Save, keep the app receipt: pay-at-pump apps often place a temporary hold on your card before the final amount is charged, so check whether a second line on your statement is a hold or a real second charge.

Charged for fuel you never received? Start it through our complaint process: we help you write the complaint in minutes, with the pump, the time and the amounts in the order the store can check.

A complaint about an OTR store goes through the contact form on the OTR website, choosing Store Feedback, or to the Customer Engagement Team on 08 8876 5271. Give the store, the date and time of your visit, what you bought and what went wrong, and attach your receipt or the app transaction. For a food or drink order, a photo of what you were given helps; for car wash damage, photograph it at the site before you leave and note the wash you selected.

Order wrong or car marked after a wash? Open a case with us and our trained AI keeps advising you: what to send OTR, when to push again, and how to escalate if nothing happens.

An OTR App problem, such as an offer that did not apply, a click and collect order that was not ready, or a Scan Pump Save payment that looks wrong, is best raised through the OTR contact form or the Customer Engagement Team with screenshots. Capture the offer, the order or payment screen and the time, note the store, and keep the receipt from the app. Check your bank statement against that receipt before you send it, so any difference is clear.

Nothing has been reported about OTR here yet. Our research shows what typically goes wrong at fuel and convenience chains: pump charges that do not match the fuel dispensed, temporary card holds after paying in an app, app offers and loyalty discounts that are not applied, wrong or missing food and drink orders, and car wash damage claims.

Seen a hold like that on your statement after filling up? Be the first to report it: your case opens the record the next customer hit by the same charge can point to.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of OTR through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with OTR can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.