Customer Relations

Complaint handling process

Sydney City 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 Sydney City Toyota.

Sydney City Toyota - Waterloo

Department Contact Name Contact Email
New Vehicle Sales Manager Brian Rochester
Fleet Sales Manager David Xuereb
Pre-Owned Sales Manager Ray Grech
Service Manager Neil Dodimead
Parts Manager Mark Grogan


Sydney City Toyota - Glebe

Department Contact Name Contact Email
New Vehicle Sales Manager Jason Benjamin
Service Manager Peter Demetre


Sydney City Toyota - Banksmeadow

Department Contact Name Contact Email
Parts & Accessories Sean Parmenter

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.

How to contact us

There are multiple ways you can contact us to inform us about your recent experience. If you would like to make a complaint or pass on some feedback, you can also use one of the following options.

Complaint Form

Complaint Form

You can fill in the form at the bottom of this page or by clicking here.



If you wish to speak to us over the phone, you can call us on (02) 9565 6361



If you wish to email our Customer Experience Manager, you can do so by emailing here.



Send a letter addressed to the Dealership Customer Experience Manager - Anita Falato Sydney City Toyota, Locked Bag 5050, Alexandria, NSW 2017

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Response time, investigation and review

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



Following acknowledgement, investigation and review, Sydney City 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 Sydney City Toyota, seek legal advice or make a complaint to the following government external bodies:


Australian Competition and Consumer Commission (ACCC)


State level:


Access Canberra


NSW Fair Trading


Office of Consumer Affairs


Office of Fair Trading


Consumer and Business Services


Consumer Affairs and Fair Trading


Consumer Affairs Victoria


Department of Commerce – Consumer Protection

Still have questions?

Get in touch. 

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Administration Location

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Sydney City Toyota


824 Bourke Street
Waterloo, NSW 2017

02 9690 9999
02 9690 9900

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Department Trading Hours

8:30 AM - 5:00 PM
Closed Now
8:30 AM - 5:00 PM
8:30 AM - 5:00 PM
8:30 AM - 5:00 PM
8:30 AM - 5:00 PM