Customer Relations

Complaint Handling Process

Mike Carney 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).

For further information regarding your rights, please visit our customer charter.
 

How to make a complaint?

Private/Business

As a first step, we encourage you to discuss your complaint with your preferred Mike Carney Toyota or your dedicated Toyota Account Manager.

The minimum information required to investigate a complaint includes:

Personal details

Personal details

Including your name, address, phone number and email.

Vehicle details

Age and kilometres travelled.

Vehicle Identification Number (VIN) and/or registration number.

Details of your complaint

Please include as much information as possible.

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Your Personal Details

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Tell Us About Your Experience

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Administration Location

View Location Map & Get Directions

Mike Carney Toyota

Administration

154 Duckworth Street
Garbutt, QLD 4814

Phone
07 4759 4239
Fax
07 4753 2449
Administration Manager
Natalie Leung

View Location Map & Get Directions

Department Trading Hours

Monday
8:30 AM - 5:00 PM
Tuesday
8:30 AM - 5:00 PM
Wednesday
8:30 AM - 5:00 PM
Thursday
8:30 AM - 5:00 PM
Friday
8:30 AM - 5:00 PM
Saturday
Closed
Sunday
Closed

Alternatively, you can call our Customer Support on 07 4759 4200 and our team will be happy to help.

Our Customer Assistance Centre is open Monday to Friday (excluding public holidays) from 9 am to 5:00 pm AEST.

Please note that response times may vary. 

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Response time, investigation and review

Upon receipt of your complaint, Mike Carney Toyota will:

 

Acknowledge receipt of your complaint within 48 hours or the next available business day.

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 and Mike Carney Toyota (where their assistance will be helpful & is authorised by you).

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

Investigate all circumstances of your complaint during the designated period.

 

If Mike Carney Toyota doesn’t have sufficient information, we may contact you or other relevant parties seeking the required information or material to progress.

Outcomes

Outcomes

Following acknowledgement, investigation and review, Mike Carney Toyota will advise you, or your authorised representative, the outcome of your complaint. Advice will include details of our investigation, guidance and next steps required (if any).

Further review of your complaint

Further review of your complaint

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

Federal

Australian Competition and Consumer Commission (ACCC)

 

State level:

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QLD

Office of Fair Trading

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Still have questions?

Get in touch.