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 Brian.Rochester@sydneycitytoyota.com.au
Fleet Sales Manager David Xuereb David.Xuereb@sydneycitytoyota.com.au
Pre-Owned Sales Manager Ray Grech Ray.Grech@sydneycitytoyota.com.au
Service Manager Neil Dodimead Neil.Dodimead@sydneycitytoyota.com.au
Parts Manager Mark Grogan Mark.Grogan@sydneycitytoyota.com.au

 

Sydney City Toyota - Glebe

Department Contact Name Contact Email
New Vehicle Sales Manager Jason Benjamin Jason.Benjamin@sydneycitytoyota.com.au
Service Manager Peter Demetre Peter.Demetre@sydneycitytoyota.com.au

 

Sydney City Toyota - Banksmeadow

Department Contact Name Contact Email
Parts & Accessories Sean Parmenter Sean.Parmenter@sydneycitytoyota.com.au

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.

Phone

Phone

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

Email

Email

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

Letter

Letter

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.

Outcomes

Outcomes

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:

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

View Location Map & Get Directions

Sydney City Toyota

Administration

824 Bourke Street
Waterloo, NSW 2017

Phone
02 9690 9999
Fax
02 9690 9900

View Location Map & Get Directions

Department Trading Hours

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