If you believe that there is a quality issue with fuel you purchased from a Shell Coles Express or Shell service station that has caused damage to your vehicle, you may make a claim in accordance with the following process.

This Fuel Quality Claims Process covers the following Shell fuels:


How to make a claim

Call Viva Energy’s Customer Service Centre on 13 16 18 (Option 4)

Submit your details online

Viva Energy’s appointed claims handling company, Broadspire, will investigate your claim and endeavour to respond to you within 30 days of you submitting the required information and documents.


What you need when making a claim

You must submit the following information and documents to Broadspire, as soon as possible, so that they can properly assess your claim on behalf of Viva Energy.

making_a _claim

When your claim is upheld

If, having investigated the claim, Viva Energy accepts that there was a quality issue with the product in question for which Viva Energy is responsible, and that the quality issue caused damage to your vehicle, Viva Energy will:

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

Please note

Claims will not be considered unless the vehicle manufacturer has recommended that the fuel product in question is suitable for use in your vehicle, and the vehicle has had a regular service history.

The benefits you receive under this warranty are in addition to any other rights and remedies you may have under consumer protection law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Process is issued by Viva Energy Australia Limited (ABN 46 004 610 459) of 720 Bourke Street, Docklands, Victoria, 3008.


Shell trademarks used under licence.