Complaint handling process

At Patterson Cheney Toyota we are committed to our loyal customers and wish to resolve issues or complaints as quickly as possible. All information you provide will be kept confidential and compiled for the use of our investigation.

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.

At Patterson Cheney Toyota we are committed to our loyal customers and wish to resolve issues or complaints as quickly as possible. All information you provide will be kept confidential and compiled for the use of our investigation.

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.

Complaint handling process

At Patterson Cheney Toyota we are committed to our loyal customers and wish to resolve issues or complaints as quickly as possible. All information you provide will be kept confidential and compiled for the use of our investigation.

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.

How to make a complaint?

The minimum information required to investigate a complaint includes:

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 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.

Get in touch.

Your Contact Details

Dealer Location *

Full Name *

Email *

Phone *

Comments

Security *

Note: Fields marked with * are mandatory.

Thank you for your query.

**A member of our staff will contact you shortly.

Alternatively, you can call us and our friendly team will be happy to help.

Please see here for our opening hours and contact information.

Please note that response times may vary.

Alternatively, you can call us and our friendly team will be happy to help.

Please see here for our opening hours and contact information.

Please note that response times may vary.

Alternatively, you can call us and our friendly team will be happy to help.

Please see here for our opening hours and contact information.

Please note that response times may vary.

Response time, investigation and review:

Upon receipt of your complaint, Patterson Cheney 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 within the dealership (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.

Upon receipt of your complaint, Patterson Cheney 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 within the dealership (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.

Response time, investigation and review:

Upon receipt of your complaint, Patterson Cheney 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 within the dealership (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.

Outcomes:

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

Outcomes:

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

Further review of your complaint

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

Federal

Australian Competition and Consumer Commission (ACCC)

State – Victoria

Consumer Affairs Victoria

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

Federal

Australian Competition and Consumer Commission (ACCC)

State – Victoria

Consumer Affairs Victoria

Further review of your complaint

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

Models

Cars

Yaris

Corolla

Camry

GR86

GR Supra

GR Corolla

GR Yaris

SUVs & 4WDs

Yaris Cross

Corolla Cross

C-HR

RAV4

bZ4X

Kluger

Fortuner

HiLux

Prado

LandCruiser 300

Utes & Vans

HiLux

LandCruiser 70

Granvia

HiAce

Tundra

Coaster

Complaint handling process

Complaint handling process

How to make a complaint?

The minimum information required to investigate a complaint includes:

How to make a complaint?

The minimum information required to investigate a complaint includes:

Personal details

Vehicle identification

Vehicle details

Details of your complaint

Get in touch.

Your Contact Details

Thank you for your query.

Response time, investigation and review:

Response time, investigation and review:

Outcomes:

Outcomes:

Further review of your complaint

Federal

State – Victoria

Federal

State – Victoria

Further review of your complaint

Federal

State – Victoria

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