Complaint Handling Virtual Toyota

Once we have received your complaint we will:

• Acknowledge it within 2 business days,
• Advise you of an indicative timeframe in which you can expect an outcome,
• Gather information, engage relevant departments and conduct an investigation into your complaint,
• 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. Virtual 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:

VIC Consumer Affairs Victoria or seek independent legal advice

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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 Virtual Toyota.