Complaint Resolution at Terry Shields Toyota

Customer Complaint Resolution

At Terry Shields Toyota, we aim to ensure all Customers are treated with respect and that we act with honesty, transparency and integrity to ensure we exceed the expectations of our Customers.

If you are not completely happy with an experience or product from Terry Shields Toyota, we are here to assist you with any concerns to get the right outcome for you.

If you would like to make a complaint or pass on feedback, please contact our Customer Assistance Team via contact methods below:

By Phone

Call our Customer Assistance Team on (02) 9204 6444

In Writing

In Writing

Send us an email at customerassistance@terryshieldstoyota.com.au

Online

Complete our online feedback form here

Response Time, Investigation and Review

Upon receipt of your complaint, we will:

Acknowledge receipt of your complaint within 24 hours or the next available business day.

Advise you of an indicative timeframe in which you can expect a response.

Make contact with you to gather additional information relevant to your complaint if required.

Engage relevant departments or escalate your complaint to Senior Management for complex complaints that require further attention.

Investigate all circumstances of your complaint during the timeframe indicated.

Outcomes

Following acknowledgement, investigation and review, we aim to resolve your complaint or concern in a timely manner and will advise you of the outcome of your complaint including guidance and next steps if required.