Customer Relations

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 Macquarie 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 contacted via email: 

Department Contact Name Contact Email
Parts Manager Ben Wilson ben@mactoy.com.au
Service Manager Danny Hunt danny@mactoy.com.au
General Manager Harry Russ

harry@mactoy.com.au

 

Or by calling 02 6847 4266 during business hours.

This manager will be your contact whilst your complaint or concern is being dealt with.

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.

Details of your complaint

Details of your complaint

Please include as much information as possible.

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

 

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Once we have received your complaint we will:

1. Acknowledge it within 2 business days,

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. Macquarie Toyota is committed to helping you resolve any issues or complaints as quickly as we can in accordance with Customers' 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:

NSW 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 Macquarie Toyota.

 


Still have questions?

Get in touch. 
 

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Administratration Location

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Macquarie Toyota

Administratration

157 Dubbo Street
Warren, NSW 2824

Phone
02 6847 4266
Fax
02 6847 3065
Administratration Manager
Margaret Kentwell

View Location Map & Get Directions

Department Trading Hours

Monday
8:00 AM - 5:00 PM
Tuesday
8:00 AM - 5:00 PM
Wednesday
8:00 AM - 5:00 PM
Thursday
8:00 AM - 5:00 PM
Friday
8:00 AM - 5:00 PM
Saturday
Closed
Sunday
Closed