IMPORTANT CUSTOMER UPDATE

FlexiRent consumer leases are no longer available.
Unfortunately, this means that you cannot utilise this as a finance option on your next purchase.

Existing customers
As an existing FlexRent customer you have no need to worry as your agreement will continue to be serviced in accordance with your existing terms and conditions including access to the FlexiCare Program. You can still log into your account via MY ACCOUNT.

More information
If you have any questions or would like more information, please contact the FlexiRent contact centre on 1800 240 102.

Please view the links and FAQs below for any queries related to your account.

FAQs

Questions about theft, accidental damage and accidental loss

In most circumstances we replace rented goods that are accidentally lost or accidentally damaged anywhere in Australia and New Zealand under our FlexiCare Program. If the accidental loss or accidental damage occurs overseas during a trip of less than 28 days, the FlexiCare Protect feature will also apply to the goods. Read the full details in Terms and Conditions.

If the rented computer goods require repairs, you are eligible to receive a loaner of similar equipment for up to 60 days. FlexiCare Loaner is available only for:

•computers
•smartphones
•tablets
•digital cameras
•gaming consoles

The rented goods must be:

•in one of the categories above and have had an original in-store cost of more than $500
•your agreement must be a Flexi Advantage rental agreement
•you must not be in arrears.

If you live in a metro area, we’ll send the loaner goods to you within 48 hours of your request – if your request is made during business hours and stock is available. Contact the Customer Team on 1800 240 102 to request a FlexiCare Loaner.

Once the original rented goods are repaired, if you do not return the loaner goods to us, we will charge you a fee of $880 (including GST).

See the full terms and conditions around the use of temporary loaner goods in the Credit Guide and Terms & Conditions booklet.

In most circumstances we replace rented goods that are stolen anywhere in Australia and New Zealand through our FlexiCare Program. If the theft occurs overseas during a trip of less than 28 days, FlexiRent will also cover the goods. Read the full details and Terms and Conditions.

No. You can report an event if the goods are stolen, lost or damaged. However, if you would like FlexiRent to process an event a $110 fee applies for all incidents.

Call the FlexiCare Team on 1800 240 102 to arrange a replacement. The processing fee is only charged on approved incidents.

•Inform the police within 48 hours of the incident (VIC – IN PERSON, QLD – ONLINE, WA – ONLINE, NT/NSW/SA/TAS/ACT – ON PHONE 13 14 44)

Irrespective of whether the goods are stolen, accidentally lost or accidentally damaged:

•Contact the FlexiRent Customer Team on 1800 240 102
•Provide them with the police incident reference number where relevant

The Customer Team will then help you through the rest of the process.

Questions about the end of the term of the rental agreement

For all other fees that may apply to you, please refer to the fee table in the Terms and Conditions.

Accidental loss, accidental damage or theft

Loaner goods are meant to be a short-term solution only. If you return the loaner goods soon after we repair or replace your leased goods, you won’t be charged anything. If you do not return the loaner goods within 60 days, a fee of up to $110 per month may be charged. See Terms and Conditions for more information.

No. Not for reporting the accidental loss, accidental damage or theft to us. However, if you would like Lisa to process the event, and a repair or replacement is required, a fee of $110 will apply.
If stolen, contact the police within 48 hours of the incident.
VIC – In person
QLD/WA/ NT/NSW/SA/TAS/ACT – Online
– Contact Lisa on 1800 225 472 or lodge an event report online within 14 days to tell us about the, accidental loss, accidental damage theft
– Give us the police incident reference number if stolen The team at Lisa will be able to help you through the rest of the process
If you’re waiting for repairs or a replacement of a laptop, smartphone, tablet or digital camera, yes, you usually are eligible.
2 Loaner goods will be of the same or similar model as your leased goods and they’ll be available for you to use until your damaged goods are replaced or returned.
If you live in a metro area, the loaner goods should reach you within 2 business days – as long as your request is made during business hours and stock is available.
Other areas may take a little longer. For more information, call us on 1800 225 472. This protection is part of Lisa’s FlexiCare program and is included in your agreement. Read the full details in our Terms and Conditions.
Loaner goods are meant to be a short-term solution only. If you return the loaner goods soon after we repair or replace your leased goods, you won’t be charged anything.
If you do not return the loaner goods within 60 days, a fee of up to $110 per month may be charged. See Terms and Conditions for more information.

Complaint or Feedback

We genuinely want to hear suggestions for improvement and be given the opportunity to resolve any situations, confusions or complaints that may arise.
If your complaint is not resolved by the Customer Service Team, refer your complaint to our Customer Relations Complaints Team by calling 1300 858 608 9am-5pm, Monday-Friday or emailingCustomerRelations.Complaints@Flexigroup.com.au.
If you are unhappy with the resolution of your complaint by our Customer Relations Complaints team, the Australian Financial Complaints Authority (“AFCA”) helps individuals and small business customers resolve problems and disputes with their financial service provider, and its use is free for individual customers.
AFCA can be contacted online at www.afca.org.au via telephone at 1800 931 678 or in writing through:
GPO Box 3, Melbourne, VIC 3001 (Australia).

Contact Us

Can’t find what you’re looking for above?

You can contact us for general enquiries, to specific questions in relation to your account, by filling in the form below.