Customer Relations

Complaint handling process

Surf 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.

How to make a complaint?

Private / Business

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

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  Surf Toyota directly to discuss your complaint. 

 

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Response time, investigation and review

Upon receipt of your complaint, Surf 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 Surf 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 Surf 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, Surf 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 Surf 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. 
 

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Administration Location

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Surf Toyota

Administration

64-74 Minjungbal Drive
Tweed Heads South, NSW 2486

Phone
07 5523 8000
Fax
07 5523 2781
Administration Manager
Matthew Adams

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
Open Now
Friday
8:00 AM - 5:00 PM
Saturday
Closed
Sunday
Closed