Complaint handling process

Toyota Australia and Cessnock Toyota 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.

Contact Us

How to make complaint?

Private

Business

As a first step, we encourage you to discuss your complaint with Cessnock Toyota.

The minimum information required to investigate a complaint includes:

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Personal details

Including your name, address, phone number and email.

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Vehicle identification

Vehicle Identification Number (VIN) and/or registration number.

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Vehicle details

Age and kilometres travelled.

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Details of your complaint

Please include as much information as possible.

Please contact our Customer Complaints manager Jade Boundouris on the below

This email address is being protected from spambots. You need JavaScript enabled to view it.

Please see here for our opening hours and contact information

Please note that response times may vary.

As a first step, we encourage you to discuss your complaint with Cessnock Toyota.

The minimum information required to investigate a complaint includes:

NZ Cheap Cars

Personal details

Including your name, address, phone number and email.

NZ Cheap Cars

Vehicle identification

Vehicle Identification Number (VIN) and/or registration number.

NZ Cheap Cars

Vehicle details

Age and kilometres travelled.

NZ Cheap Cars

Details of your complaint

Please include as much information as possible.

Please contact our Customer Complaints manager Jade Boundouris on the below

This email address is being protected from spambots. You need JavaScript enabled to view it.

Please see here for our opening hours and contact information

Please note that response times may vary.

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Response time, investigation and review

Upon receipt of your complaint, Cessnock Toyota will:

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 Cessnock Toyota (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 Cessnock Toyota doesn’t have sufficient information, we may contact you or other relevant parties seeking the required information or material to progress.

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Outcomes

Following acknowledgement, investigation and review, Cessnock Toyota will advise you, or your authorised representative, the outcome of your complaint.

Advice will include details of our investigation, guidance and next steps required (if any).

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Further review of your complaint

If you are dissatisfied with the outcome, you are entitled to request further review by Cessnock Toyota, seek legal advice or make a complaint to the following government external bodies:

Federal

Australian Competition and Consumer Commission (ACCC)

State - NSW

NSW Fair Trading