Fuels Quality Claims Process

When you fill up with Shell, you can relax in the knowledge that Shell fuels are backed by unique technological expertise and decades of research and development by first class technical people from around the world.

Shell is at the forefront of fuels innovation in Australia and is committed to providing you with high quality fuel for your vehicle.

A customer who believes that there was a quality issue with fuel purchased at a Shell branded service station or Shell Truck Stop, and that the quality issue caused damage to the customer’s vehicle, may make a claim in accordance with this Process.

This Fuel Quality Claims Process covers the following Shell fuels:

• Shell Unleaded;

• Shell Unleaded 95;

• Shell Premium Unleaded;

• Shell Unleaded E10;

• Shell Diesel;

• Shell V-Power;

• Shell V-Power Racing; and

• Shell AutoGas (LPG),

which are purchased at Shell branded service stations and Shell Truck Stops by customers other than:

• Shell Card customers; and

• Customers who have some other documented contractual arrangement with Shell.

Claims must be initiated by calling Shell’s Customer Service Centre on 13 16 18 (Option 2, 8).

Claimants must submit the following information/documents to Shell within 30 days of purchase so that Shell can properly assess the claim:

• 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).

• Description of the vehicle damage claimed.

• Total amount claimed, separately showing the amount claimed for repairs and any other direct costs, e.g. towing.

• Proof of product purchase and copies of all receipts to support any other claims.

• A detailed quote from a reputable mechanic to repair the vehicle damage claimed.  (In some cases, a second quote may be required by Shell.)

Shell will investigate claims and endeavour to respond to claimants within 30 days of submission of the required information/documents.

If, having investigated the claim, Shell accepts that there was a quality issue with the product in question for which Shell is responsible, and that the quality issue caused damage to the claimant’s vehicle, Shell may offer to:

• reimburse the fair and reasonable costs of repairing vehicle damage directly caused by the quality issue;

• reimburse other direct costs reasonably incurred as a result of the quality issue; and

• reimburse the retail cost of the product.

Shell will require claimants to sign a Deed of Release as a condition of Shell reimbursing these costs, as acceptance of the amount paid being in full and final settlement of the claim.

Subject to law, claims for the following will not be considered:

• loss of income, profits, business or contracts;

• lost time;

• loss of enjoyment;

• inconvenience; and

• any special, indirect or consequential loss.

Further, claims will not be considered unless the vehicle manufacturer has recommended that the fuel product in question is suitable for use in the claimant’s vehicle, and the vehicle has had a regular service history.

This Process does not limit any rights a customer may have under consumer protection legislation.

This Process is issued by The Shell Company of Australia Limited (ABN 46 004 610 459) of 8 Redfern Road, Hawthorn East, Victoria, 3123.