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 Mentone Toyota, then let’s work together to see if we can resolve it quickly and easily.
We are dedicated to promptly assisting individuals and businesses in resolving any issues or complaints, aligning 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.
How to make a complaint?
The minimum information required to investigate a complaint includes:
Personal details
Including your name, address, phone number and email.
Vehicle details
Age and kilometres travelled. Vehicle Identification Number (VIN) and/or registration number.
Details of your complaint
Please include as much information as possible.
Reach out to us
We are delighted to assist and promptly address any concerns or feedback you may have.
At Mentone Toyota, we strive to provide exceptional customer service, consistently aiming to meet our customers’ expectations.If you have encountered any issues or concerns with your experience at Mentone Toyota, we apologise for any inconvenience caused and are committed to working with you to resolve them promptly and effectively.
If you have a complaint or feedback about your experience with us, please contact us. Our team is here to listen, address your concerns and work towards a satisfactory resolution. Thank you for choosing Mentone Toyota, and we look forward to serving you better.”
Response time, and Handling of your Complaint
Upon receipt of your complaint, Mentone Toyota will:
- Contact you within 48 hours or the next available business day and advise you of an indicative timeframe in which you can expect a response.
- Gather information relevant to your complaint to support our investigation.
- Escalate your complaint to our Management Team for complex complaints that require further attention.
- Investigate all circumstances of your complaint during the designated period
Outcomes
Following acknowledgement, investigation and review, Mentone 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).
Further review of your complaint
If you are dissatisfied with the outcome, you are entitled to request further review by Mentone Toyota, seek legal advice or make a complaint to the following government external bodies:
Federal
Australian Competition and Consumer Commission (ACCC)
State - VIC
VIC Fair Trading
Do you have any other inquiries?
Alternatively contact us using the form below.