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.

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.

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 number.

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

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

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

Federal

Australian Competition and Consumer Commission (ACCC)

Federal

Australian Competition and Consumer Commission (ACCC)

State level:

QLD

Office of Fair Trading

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.

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.

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.

Get in touch

Your Contact Details

Dealer Location*

Full Name

Email

Phone

Comments

Security*

Note: Fields marked with * are mandatory.

I agree with the website Terms of Use and that my information will be handled by the Dealer and OneToyota in accordance with the Dealer Privacy Policy.

Enquiry Submitted

Dealer Location*

Full Name

Email

Phone

Comments

Security*

Note: Fields marked with * are mandatory.

I agree with the website Terms of Use and that my information will be handled by the Dealer and OneToyota in accordance with the Dealer Privacy Policy.

Complaint Handling Process

We know that sometimes things do not go the way they should.

Complaint Handling Process

We know that sometimes things do not go the way they should.

Before contacting us, we will need your help to provide some information so we can assist you:

Before contacting us, we will need your help to provide some information so we can assist you:

Personal details

Vehicle identification

Vehicle details

Details of your complaint

Once we have received your complaint we will:

Once we have received your complaint we will:

Federal

Federal

State level:

State level:

QLD

Get in touch

Your Contact Details

Enquiry Submitted

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