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?
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:
Including your name, address, phone number and email.
Vehicle Identification Number (VIN) and/or registration number.
Age and kilometres travelled.
Toyota Dealer details
Details of your Toyota Dealership and dealership contact.
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 am to 5:30 pm AEST.
Please note that response times may vary.
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.
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:
Australian Competition and Consumer Commission (ACCC)
NSW Fair Trading
Office of Consumer Affairs
Office of Fair Trading
Consumer and Business Services
Consumer Affairs and Fair Trading
Consumer Affairs Victoria
Department of Commerce - Consumer Protection