Complaint Handling Process | Gilgandra Toyota

Complaint Handling Process

Complaint Handling Process


Hi There,

I’m Vicki, Customer Experience Manager at Gilgandra Toyota. We are proud to offer an exceptional customer experience at every interaction. However, we understand that sometimes things do not go as planned. If you have feedback relating to your service or sales transaction or even our facilities, please reach out to me, your Customer Experience Manager via email or 02 6847 2106. Your input is valuable to us as we continuously work to improve and meet your expectations.

Gilgandra 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).


Information We Need

As a first step, we encourage you to discuss your concern with me, your Customer Experience Manager at Gilgandra Toyota. The minimum information required to investigate your concern includes:

Personal details

Including your name, address, phone number and email.

Vehicle identification

Age and kilometres travelled

Vehicle identification number (VIN) and/or registration details.

Details of your complaint

Please include as much information as possible.


How To Contact Us

If you wish to speak to us over the phone, please call on 02 6847 2106

You can also email our Customer Service Manager


The Response

When you submit your complaint using the form on this page or by calling the dealership and asking to speak with the Customer Experience Manager. All complaints will go through the following process to ensure a satisfactory outcome for everyone.

­­­­Acknowledge receipt of your complaint within 2 business days.

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 Gilgandra Toyota (where their assistance will be helpful & is authorized by you).

Escalate your complaint to our Case Management Team for complex complaints that require attention.

Investigate all circumstances of your complaint during the designated period.


How we contact you

Following acknowledgment, Gilgandra Toyota will keep you up to date with the progress of the investigation. In communications, we will include details of the investigation, guidance, and next steps required (if any). Once an outcome is identified, we will advise you of the resolution.


Further Review

If you are dissatisfied with the outcome, you are entitled to request further review by Toyota Australia, seek legal advice or make a compliant to the following external bodies:

Federal: Australian Competition and Consumer Commission (ACCC)

State: NSW Fair Training

Still Have Questions?


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