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 your complaint is about a car loan with Toyota Finance, please refer to the
Toyota Finance Complaints Policy.
How to make a complaint?
PRIVATE
As a first step, we encourage you to discuss your complaint with
Ron Stubberfield Toyota. The minimum information required to investigate a
complaint includes:
Including your name, address, phone number and email.
Vehicle identification number (VIN) and/or registration details.
Age and kilometres travelled.
Details of your Toyota Dealership and dealership contact.
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.
BUSINESS
As a first step, we encourage you to discuss your complaint with your
preferred Toyota Dealer/Dealership or your dedicated Toyota Account
Manager.
The minimum information required to investigate a complaint includes:
Including your name, address, phone number and email.
Vehicle Identification Number (VIN) and/or registration number.
Age and kilometres travelled.
Details of your Toyota Dealership and dealership contact.
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 dedicated Toyota Business Support team on
1800 679 247.
Our Toyota Business Support team is open Monday to Friday, 8:30am to
5:30pm AET.
Response time, investigation
and review
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 Toyota Australia doesn’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
| ACT Access Canberra | NSW NSW Fair Trading | NT Office of Consumer Affairs | QLD Office of Fair Trading | |||
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| SA Consumer and Business Services | TAS Consumer Affairs and Fair Trading | VIC Consumer Affairs Victoria | WA Department of Commerce -Consumer Protection |