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 Sydney City Toyota, then let's work together to see if we can resolve it quickly and easily.

How to make a complaint?

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.

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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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. Sydney City 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 Sydney City Toyota.

 


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

View Location Map & Get Directions

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
Friday
8:30 AM - 5:00 PM
Saturday
Closed
Sunday
Closed