Complaint Handling Process
We know that sometimes things do not go the way they should.
If there is something about our products or services that you aren’t happy with at Maitland & Port Stephens Toyota, then let’s work
together to see if we can resolve it quickly and easily.
Please raise any complaints or concerns with the relevant Michele Cook. Michele can be contacted via email: mcook@maitlandtoyota.com.au
or you can call the dealership on 02 4933 8383 during business hours. Michele will be your
contact person whilst your complaint or concern is being dealt with.
Before contacting us, we will need your help to provide some information so we can assist you:
Personal details
Including your name, address, phone number and email.
Vehicle identification
Vehicle identification number (VIN) and/or registration details.
Details of your complaint
Please include as much information as possible.
Once we have received your complaint we will:
1) Acknowledge it within 2 business days,
2) Advise you of an indicative timeframe in which you can expect an outcome,
3) Gather information, engage relevant departments and conduct an investigation into your complaint,
4) Lastly we will advise the outcome of your complaint and any further steps if required.
Unfortunately, there will be instances when our resolution to your complaint might not align with your expectations. Maitland & Port Stephens Toyota is committed
to helping you resolve any issues or complaints as quickly as we can in accordance with Customers’ rights under the consumer guarantees in the
Australian Consumer Law (ACL). You are welcome to request a review which we can facilitate on your behalf through Toyota Australia. Should you still be
dissatisfied with the outcome, your next step is to contact:
NSW Fair Trading or seek independent legal advice
We also recommend reviewing the information provided by the ACCC for more information on your consumer rights.
Regardless of whether your feedback is positive or negative, it will greatly assist our dealership and provide an opportunity to “kaizen” or continuously improve
our service to you. Kaizen forms one of the key pillars of Toyota globally – there is always a better way and we aim to deliver this to you at Maitland & Port Stephens Toyota.
