Customer Service

Our commitment lies in promptly assisting individuals and businesses to resolve any issues or complaints, in line with consumers’ rights under the Australian Consumer Law (ACL). For further details regarding your rights, please refer to our customer charter.

If your concern pertains to a car loan with Toyota Finance, please consult the Toyota Finance Complaints Policy.

How to Lodge a Complaint?

To initiate an investigation into a complaint, we require the following minimum information:

Personal Details

This includes your name, address, phone number, and email.

Vehicle Details

Provide the age, kilometres travelled, and Vehicle Identification Number (VIN) and/or registration number.

Complaint Details

Please furnish as much information as possible.

Get in Touch with Us

We are eager to assist and promptly address any concerns or feedback you may have.

At Werribee Toyota, we are committed to delivering exceptional customer service, consistently striving to meet your expectations. If you have encountered any issues or concerns with your experience, we apologise for any inconvenience caused and are dedicated to resolving them promptly and effectively.

Should you have a complaint or feedback about your experience with us, please contact Nick Galea at nickg@werribeetoyota.com.au or call (03) 9741 3344. Our team is here to listen, address your concerns, and work towards a satisfactory resolution.

Response Time and Complaint Handling

Upon receiving your complaint, Werribee Toyota will:

• Contact you within 48 hours or the next available business day and provide an estimated timeframe for response.
• Collect relevant information to support our investigation.
• Refer complex complaints requiring further attention to our Management Team.
• Conduct a thorough investigation within the designated time frame.

Outcomes

Following acknowledgment, investigation, and review, Werribee Toyota will inform you or your authorised representative of the outcome of your complaint. This communication will include details of our investigation, guidance, and any necessary next steps.

Further Review of Your Complaint

If you are unsatisfied with the outcome, you have the option to request further review by Werribee Toyota, seek legal advice, or lodge a complaint with the following government external bodies:

Federal

Australian Competition and Consumer Commission (ACCC)

State – VIC

VIC Fair Trading