Complaint Handling Process

Toyota Australia and our Dealers are committed to helping individuals and businesses
resolve any issues or complaints as quickly as we can. This is in accordance with Customers’ rights
under the consumer guarantees in the Australian Consumer Law (ACL).

For further information regarding your rights, please visit our customer charter.

If there is something about our products or services that you aren’t happy with at Cardiff Toyota,
let’s work together to see if we can resolve it quickly and easily.

Please raise any complaints or concerns with the department manager. They can be

contacted via email or you can call on 00 0000 0000 during business hours. The

department manager will be your ongoing contact person whilst your complaint or

concern is being dealt with.

Alternatively you can contact the relevant department manager by calling the dealership

on 00 0000 0000 during business hours.

If your complaint is about a car loan with Toyota Finance, please refer to the Toyota Finance Complaints Policy.

How to make a complaint?

The minimum information required to investigate a complaint includes:

Personal Details

Including your name, address, phone number and email.

Vehicle Identification

Vehicle identification number (VIN) and/or registration details.

Vehicle details

Age and kilometres travelled.

Details of your Complaint

Please include as much information as possible.

You can also contact Toyota Australia directly to discuss your complaint.
The easiest way to do this is to contact us.

Alternatively, you can call our Customer Assistance Centre on 1800 TOYOTA (1800 869 682)
and our customer support team will be happy to help.

Our Customer Assistance Centre is open Monday to Friday (excluding public holidays) from 9:30am – 5:30pm AET.
Please note that response times may vary.

Response time, investigation and review

Upon receipt of your complaint, we will:

Acknowledge receipt of your complaint within 48 hours or the next available business day.

Advise you of an indicative timeframe in which you can expect a response.

Gather information relevant to your complaint to support our investigation.

Engage relevant departments and your local or preferred Toyota Dealership (where their assistance will be helpful & is authorised by you).

Escalate your complaint to our Case Management Team for complex complaints that require further attention.

Investigate all circumstances of your complaint during the designated period.

If we don’t have sufficient information, we may contact you or other relevant parties seeking the required information or material to progress.

Outcomes

Following acknowledgement, investigation and review, Toyota Australia will advise you, or your authorised representative, the outcome of your complaint. Advice will include details of our investigation, guidance and next steps required (if any).

Further review of your complaint

If you are dissatisfied with the outcome, you are entitled to request further review by Toyota Australia, seek legal advice or make a complaint to the following government external bodies:

Federal

Australian Competition and Consumer Commission (ACCC)

State level

Delete all except state dealership is in
ACT
Access Canberra

NSW
NSW Fair Trading

NT
Office of Consumer Affairs

QLD
Office of Fair Trading

SA
Consumer and Business Services

TAS
Consumer Affairs and Fair Trading

VIC
Consumer Affairs Victoria

WA
Department of Commerce — Consumer Protection

Still have questions?

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