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 Black 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 department manager. They can be contact via email: guestexperience@blacktoyota.com.au or you can call the dealership on (07) 4669 9600 during business hours. The manager will be your contact person whilst your complaint or concern is being dealt with.

Alternatively you can speak to any of our staff who will be able to direct you to the appropriate manager or staff member.

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.

Vehicle details

Age and kilometres travelled.

Details of your Complaint

Please include as much information as possible.

Once we have received your complaint we will:

Upon receipt of your complaint, Black Toyota will:

1. Acknowledge it within 2 business days or the next available business day,

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. Black Toyota is committed to helping you resolve any issues or complaints as quickly as we can in accordance with Customer’s 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: QLD Consumer Protection – Office of Fair Trading or seek independent legal advice

Further review of your complaint

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

ACT
Access Canberra

NSW
NSW Fair Trading

NT
Office of Consumer Affairs

QLD
Office of Fair Trading

SA
Consumer and Business Services

TAS
Consumer Affairs and Fair Trading

VIC
Consumer Affairs Victoria

WA
Department of Commerce — Consumer Protection

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
Black Toyota.

Still have questions?

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