Customer Relations

Complaint Handling Process

Charters Towers 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.

If your complaint is about a car loan with Toyota Finance, please refer to the Toyota Finance Complaints Policy.

How to make a complaint?


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

The minimum information required to investigate a complaint includes:

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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Administration Location

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Charters Towers Toyota


Cnr York St & Millchester Rd
Charters Towers, QLD 4820

07 4754 5600
07 4754 5619
Administration Manager
Todd Sciacca

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Department Trading Hours

8:00 AM - 5:00 PM
8:00 AM - 5:00 PM
8:00 AM - 5:00 PM
8:00 AM - 5:00 PM
8:00 AM - 5:00 PM
8:30 AM - 11:30 AM

Alternatively, you can call our Customer Support on 07 4754 5600 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, Toyota Australia 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  Charters Towers 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 Charters Towers Toyota doesn’t have sufficient information, we may contact you or other relevant parties seeking the required information or material to progress.



Following acknowledgement, investigation and review, Charters Towers 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 Charters Towers Toyota, seek legal advice or make a complaint to the following government external bodies:


Australian Competition and Consumer Commission (ACCC)


State level:

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Office of Fair Trading

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Still have questions?

Get in touch.