Close Button X Page Heading Polygon location marker icon phone icon Icon arrow down icon of Facebook logo icon of Twitter logo icon of YouTube logo icon of LinkedIn logo icon of Google+ logo icon of Pintarest logo icon of Share logo Get a Quote Dollar Icon Download a Brochure Icon Book a Service Spanner Icon Specials Discount Tag Icon Book a Test Drive steering wheel Icon Search our Stock Icon Question Mark in a Circle Icon Dollar Sign on a Bag of Money Female Icon Circle with Cross Underneath icon of a Large Share logo Icon of a car Icon of an Eye Search our Stock Icon Calculator Icon More Content Below Learner Approved Motorcycles (LAM) View Right Arrow Icon of Instagram Logo Icon of Left Arrow Icon of a Left Arrow for a Carousel Icon of a Right Arrow for a Carousel Icon of Double Left Arrow Icon of Right Arrow Icon of 3 Horizontal Lines Icon of a 4 square Quandrant Icon of a car Hand Offering Cash Icon Envelope Icon List Symbol of Lines and Dots Icon Calculator Icon Book a Test Drive steering wheel Icon Get a Quote Dollar Icon Icon of a magnifying Glass Icon of a Dollar Symbol Video Click to Start Icon Printer Icon Close Button Circle X Icon of 3.5 star rating Icon of 4 star rating Icon of Empty Star Outline Icon of Filled Star Icon of Half Filled Star Icon of Specials Tag and Star Search our Stock Icon Icon of a tick/check symbol Calculator Icon Google Translator Icon of the letter G and chinese character Powered by I-Motor - link to I-Motor website Icon of Arrow Pointing Left Icon of Home Used on Error Pages Icon of two cars from the front Icon of square speech bubble with dollar symbol icon of a line version of a map marker icon of a line version of a map marker icon of a line version of a map marker icon of a line version of a car icon of a line version of a magnifying glass Icon of extra-large circle car and spanner Icon of small circle car and spanner Icon of xtra-large phone Icon of small phone Icon of xtra-large gps marker Icon of small gps marker Icon of extra-large chat bubble Icon of small chat bubble Icon of extra-large specials tag Icon of small specials tag Icon of extra-large clock Icon of extra-large clock Icon of small line phone Line icon of small line Map marker Line icon of building with flag Line icon of a small car Line icon of a small spanner Line icon of a small spanner Line icon of a small piston Icon of large car Icon of large spanner Icon of piston Icon of two cars from the front Icon of a calculator Icon of building with a flag Icon of large X Oh What a Feeling Stacked Oh What a Feeling Single Line Shopping Cart Icon Mobile phone

Complaint Handling

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/Business

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 details

Toyota Dealer details

Details of your Toyota Dealership and dealership contact.

Details of your complaint

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.

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.

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

SA

Consumer and Business Services

TAS

Consumer Affairs and Fair Trading

VIC

Consumer Affairs Victoria

WA

Department of Commerce - Consumer Protection