Customer Relations

Complaint handling process

Armstrong 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 Armstrong 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  Armstrong Toyota directly to discuss your complaint. 

Phone

Call Cate Armstrong, General Manager on
02 6972 2400

‏‏‎ Contact us

Email Cate Armstrong, General Manager at
cate.armstrong@armstrongtoyota.com.au

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Response time, investigation and review

Upon receipt of your complaint, Armstrong 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 Armstrong 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 Armstrong Toyota doesn’t have sufficient information, we may contact you or other relevant parties seeking the required information or material to progress.

If the customer would like to obtain feedback on the status of their complaint, please email cate.armstrong@armstrongtoyota.com.au to request this.

Outcomes

Outcomes

Following acknowledgement, investigation and review, Armstrong 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 Armstrong 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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Armstrong Toyota

Administration

202 - 210 Main Street
West Wyalong, NSW 2671

Phone
02 6972 2400

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Department Trading Hours

Monday
8:30 AM - 5:00 PM
Tuesday
8:30 AM - 5:00 PM
Wednesday
8:30 AM - 5:00 PM
Thursday
8:30 AM - 5:00 PM
Closed Now
Friday
8:30 AM - 5:00 PM
Saturday
9:00 AM - 12:00 PM
Sunday
Closed