Complaint handling process
Toyota Australia and Windsor 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.
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Response time, investigation and review
Upon receipt of your complaint, Windsor Toyota will:
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 Windsor 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 Windsor 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, Windsor 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 Windsor Toyota, seek legal advice or make a complaint to the following government external bodies:
Federal
Australian Competition and Consumer Commission (ACCC)
State - NSW
NSW Fair Trading
