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.

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.

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: