Customer Relations

Complaint handling process

Newcastle 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).

How to make a complaint?

Private / Business

As a first step, we encourage you to discuss your complaint with the relevant department contact at Newcastle Toyota.

Department Contact Name Contact Email
Sales (New) Selwan Petros Spetros@nctoyota.com.au
Sales (Fleet) Glen Longmuir Glongmuir@nctoyota.com.au
Sales (Used/Pre-Owned) Junaid Azhar Jazhar@nctoyota.com.au
Service Robert Love Rlove@nctoyota.com.au
Parts Robert Love Rlove@nctoyota.com.au
General/Other Richard Lozanovski Rlozanovski@nctoyota.com.au

 

The minimum information required to investigate a complaint includes:

Personal details

Personal details

Including your name, address, phone number and email.

Vehicle identification

Vehicle identification

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

Vehicle details

Vehicle details

Age and kilometres travelled.

Details of your complaint

Details of your complaint

Please include as much information as possible.

You can also contact us here at  Newcastle Toyota directly to discuss your complaint. 

 

‏‏‎ ‎‏‏‎ ‎‏‏‎ ‎

‏‏‎ ‎

‏‏‎ ‎

Banner 2

Response time, investigation and review

Upon receipt of your complaint, Newcastle Toyota will:

 

Acknowledge receipt of your complaint within 48 hours or the next available business day.

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

Outcomes

Outcomes

Following acknowledgement, investigation and review, Newcastle 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

Further review of your complaint

If you are dissatisfied with the outcome, you are entitled to request further review by Newcastle Toyota, 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

Still have questions?

Get in touch. 
 

= Required Fields

Your Personal Details

= Required Fields

Tell Us About Your Vehicle

kms
= Required Fields

Your Complaint Details

I agree with the website terms of use and that my information will be handled by Newcastle Toyota and OneToyota in accordance with the Dealer Privacy Policy
Please add 4 and 5 and type the answer here:

Administration Location

View Location Map & Get Directions

Newcastle Toyota

Administration

65 Tudor Street
Hamilton, NSW 2303

Phone
02 4969 1311
Fax
02 4962 2051

View Location Map & Get Directions

Department Trading Hours

Monday
9:00 AM - 5:30 PM
Tuesday
9:00 AM - 5:30 PM
Closed Now
Wednesday
9:00 AM - 5:30 PM
Thursday
9:00 AM - 5:30 PM
Friday
9:00 AM - 5:30 PM
Saturday
Closed
Sunday
Closed