Complaint Handling Process
Melbourne City Toyota 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/Business
As a first step, we encourage you to discuss your complaint with Melbourne City Toyota or your dedicated Toyota Account Manager.
The minimum information required to investigate a complaint includes:
Personal details
Including your name, address, phone number and email.
Vehicle details
Age and kilometres travelled.
Vehicle Identification Number (VIN) and/or registration number.
Details of your complaint
Please include as much information as possible.
Response time, investigation and review
Upon receipt of your complaint, Melbourne City Toyota 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 Melbourne City Toyota (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 Melbourne City Toyota 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, Melbourne City Toyota 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 Melbourne City Toyota, seek legal advice or make a complaint to the following government external bodies:
Federal
Australian Competition and Consumer Commission (ACCC)
State - VIC
Consumer Affairs Victoria
Still have questions?
Get in touch.
