Complaints Handling Process
Complaints Handling Process

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 Guests' rights under the consumer guarantees in the Australian Consumer Law (ACL).

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

How to make a complaint?

As a first step, we encourage you to discuss your complaint with your preferred Toyota Dealer/Dealership. The minimum information required to investigate a complaint includes:

Personal details

Personal details

Including your name, address, phone number and email.

Vehicle identification

Vehicle identification

Vehicle Identification Number (VIN) and/or registration number.

Vehicle details

Vehicle details

Age and kilometres travelled.

Toyota Dealer

Toyota Dealer details

Details of your Toyota Dealership and dealership contact.

Details of your complaints

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 Guest Experience Centre on 1800 TOYOTA (1800 869 682) and our customer support team will be happy to help.

Our Guest Experience Centre is open Monday to Friday (excluding public holidays) from 9 am to 5:30 pm AEST.

Please note that response times may vary.

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:

Personal details

Personal details

Including your name, address, phone number and email.

Vehicle identification

Vehicle identification

Vehicle Identification Number (VIN) and/or registration number.

Vehicle details

Vehicle details

Age and kilometres travelled.

Toyota Dealer

Toyota Dealer details

Details of your Toyota Dealership and dealership contact.

Details of your complaints

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 dedicated Toyota Business Support team on 1800 679 247.

Our Toyota Business Support team is open Monday to Friday, 8:30am to 5:30pm AEST.

Investigation and review
Investigation and review

Response time, investigation and review

Upon receipt of your complaint, Toyota Australia 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
Outcomes

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
Further review of your complaint

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

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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