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 Kempsey 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 Kempsey Toyota.

Department Contact Email Phone
General Sierra Kemp s.kemp@kempseytoyota.com.au 02 6562 6466
Sales Catherine O’Dell c.haigh@kempseytoyota.com.au 0 26562 6466
Service / Parts Brendan O’Dell b.odell@kempseytoyota.com.au 02 6562 6466

 

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.

You can also contact us here at  Kempsey Toyota directly to discuss your complaint. 

 

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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. Kempsey 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 Kempsey Toyota.

 


Still have questions?

Get in touch. 
 

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Administration Location

View Location Map & Get Directions

Kempsey Toyota

Administration

132-134 Belgrave Street
Kempsey, NSW 2440

Phone
02 6562 6466
Fax
02 6562 6163

View Location Map & Get Directions

Department Trading Hours

Monday
8:00 AM - 5:00 PM
Tuesday
8:00 AM - 5:00 PM
Wednesday
8:00 AM - 5:00 PM
Thursday
8:00 AM - 5:00 PM
Friday
8:00 AM - 5:00 PM
Saturday
9:00 AM - 12:00 PM
Open Now
Sunday
Closed