Resolving Disputes

If there's something about our products or services that you aren't happy with, then let's work together to see if we can resolve it quickly and easily. In the first instance, please raise your concerns with your dedicated Relationship Manager. If you need further assistance, we can address your concerns through the following process:

Step 1. Let us know

Email us at complaints@toyota.com.au or call a Customer Solutions Representative on 1300 888 870 between 8:30am - 7:00pm (EST) Monday to Friday.

All matters are dealt with seriously and are treated in total confidence. We will aim to resolve your complaint to your satisfaction as soon as possible.

Step 2. Escalation to our Internal Dispute Resolution team

If we are unable to resolve your complaint within five business days, then the matter will be escalated to our Internal Dispute Resolution (IDR) team.

The IDR team will:

Conduct a more detailed investigation into your complaint
Keep you informed of the resolution process
Answer any of your questions
Aim to resolve the complaint promptly, and consistently

The IDR team can be contacted at any time at:

Mail: IDR Manager, Toyota Fleet Management, PO Box 1354, Macquarie Center NSW 2113

Email: complaints@toyota.com.au

For Small Business Customers

Step 3. Seek an external review

If you aren't satisfied with the outcome of your complaint after taking Steps 1 and 2, you may lodge a dispute with the Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.

The Australian Financial Complaints Authority can be contacted at:

Mail: Australian Financial Complaints Authority , GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678

Email: info@afca.org.au

Visit: www.afca.org.au