Complaint Handling Process

 

We know that sometimes things do not go the way they should.

If there is something about our products or services that you aren’t happy with at Melbourne City Toyota, then let’s work

together to see if we can resolve it quickly and easily.

Please raise any complaints or concerns with Daniel Reynolds. Daniel can be contacted via email: Daniell.Reynolds@mctoyota.com.au

or you can call the dealership on (03) 9282 8888 during business hours. Daniel will be your

contact person whilst your complaint or concern is being dealt with.

 

Before contacting us, we will need your help to provide some information so we can assist you:

Once we have received your complaint we will:

1) Acknowledge it within 2 business days,

2) Advise you of an indicative timeframe in which you can expect an outcome,

3) Gather information, engage relevant departments and conduct an investigation into your complaint,

4) Lastly we will advise the outcome of your complaint and any further steps if required.

Unfortunately, there will be instances when our resolution to your complaint might not align with your expectations. Melbourne City Toyota is committed

to helping you resolve any issues or complaints as quickly as we can in accordance with Customers’ rights under the consumer guarantees in the

Australian Consumer Law (ACL). You are welcome to request a review which we can facilitate on your behalf through Toyota Australia. Should you still be

dissatisfied with the outcome, your next step is to contact:

Consumer Affairs Victoria or seek independent legal advice

 

We also recommend reviewing the information provided by the ACCC for more information on your consumer rights.

Regardless of whether your feedback is positive or negative, it will greatly assist our dealership and provide an opportunity to “kaizen” or continuously improve

our service to you. Kaizen forms one of the key pillars of Toyota globally – there is always a better way and we aim to deliver this to you at Melbourne City Toyota.