Central Highlands Toyota is 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).
Central Highlands Toyota is 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).
Central Highlands Toyota is 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).
As a first step, we encourage you to discuss your complaint with your preferred Central Highlands Toyota location or our dedicated Customer Relationship Manager. The minimum information required to investigate a complaint includes:
Personal details
Including your name, address, phone number and email.
Vehicle identification
Vehicle Identification Number (VIN) and/or registration number.
Vehicle details
Age and kilometres travelled.
Details of your complaint
Please include as much information as possible.
You can also contact our Central Highlands Toyota Customer Relationship Manager directly to discuss your complaint. The easiest way to do this is to click the contact us below.
Please note that response times may vary.
You can also contact our Central Highlands Toyota Customer Relationship Manager directly to discuss your complaint. The easiest way to do this is to click the contact us below.
Please note that response times may vary.
You can also contact our Central Highlands Toyota Customer Relationship Manager directly to discuss your complaint. The easiest way to do this is to click the contact us below.
Upon receipt of your complaint, Central Highlands Toyota will:
Acknowledge receipt of your complaint within 24 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 preferred Central Highlands Toyota Dealership within 48 hours (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 and follow up within 72 hours providing further update on your complaint.
If Central Highlands Toyota doesn’t have sufficient information, we may contact you or other relevant parties seeking the required information or material to progress.
Upon receipt of your complaint, Central Highlands Toyota will:
Acknowledge receipt of your complaint within 24 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 preferred Central Highlands Toyota Dealership within 48 hours (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 and follow up within 72 hours providing further update on your complaint.
If Central Highlands Toyota doesn’t have sufficient information, we may contact you or other relevant parties seeking the required information or material to progress.
Response time, investigation and review
Upon receipt of your complaint, Central Highlands Toyota will:
Acknowledge receipt of your complaint within 24 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 preferred Central Highlands Toyota Dealership within 48 hours (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 and follow up within 72 hours providing further update on your complaint.
If Central Highlands 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, Central Highlands 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).
Following acknowledgement, investigation and review, Central Highlands 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).
Outcomes
Following acknowledgement, investigation and review, Central Highlands 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 Central Highlands Toyota, seek legal advice or make a complaint to the following government external bodies:
If you are dissatisfied with the outcome, you are entitled to request further review by Central Highlands Toyota, seek legal advice or make a complaint to the following government external bodies:
Further review of your complaint -
If you are dissatisfied with the outcome, you are entitled to request further review by Central Highlands Toyota, seek legal advice or make a complaint to the following government external bodies:
Federal
Australian Competition and Consumer Commission (ACCC)
Australian Competition and Consumer Commission (ACCC)
Federal
Australian Competition and Consumer Commission (ACCC)
