Complaint Handling at Penrith Toyota
As one of the most highly rated Toyota dealerships in Australia, Penrith Toyota strives to provide an exceptional customer experience.
However, we understand that sometimes things do not go as planned. If you feel that we have fallen short of your expectations in any way, please contact us using one of the methods below and we will ensure that your concerns are addressed and acknowledged.
This is in addition to your 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.
Information We Need
We require all complaints to meet the minimum requirements of information to ensure we can accurately and effectively resolve the matter.
Full name, phone number and email
We'll use these details to contact you regarding the complaint.
Vehicle Identification Number (VIN)/Registration Number
This information is to ensure we can allocate the correct vehicle to the complaint.
Details of your complaint
The complaint itself. Please remember to include dates and times (if appliable) to allow us to track the complaint efficiently.
Our Process
When you submit your complaint using the form on this page or by calling our customer exerience line, all complaints will go through the following process to ensure a satisfactory outcome for everyone.
Acknowledgement
We'll acknowledge your complaint within 2 business days.
Gather Information
We'll collect all information relating to your complaint.
Investigation
Once all information is collected we'll then endeavour to investigate your complaint with the relevant department managers.
Advise
Once we have reached an outcome, we will be in contact with you to advise you of the outcome and any further steps required.
How To Contact Us
There are multiple ways you can contact us to inform us about your recent experience.
Complaint Form
You can fill in the form at the bototm of this page.
Phone
If you wish to speak to us over the phone, you can call us on (02) 8805 9500.
Email
If you wish to email our Customer Experience Manager - You can do so by clicking here.
Natasha Webster - Customer Experience
If you wish to contact our Customer Experience Team. You can do so by email here, or by calling (02) 8805 9500.
Further Escalation
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
NSW Fair Trading
= Required FieldsYour Personal Details
= Required FieldsTell Us About Your Vehicle
= Required FieldsYour Complaint Details
