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How to submit a complaint with BYD Australia
Here's how to complain about BYD Australia and actually get traction: start with the dealership, escalate to EVDealer Group Customer Care, then escalate again to the BYD Australia Customer Care Centre. That three-tier ladder exists because the local operation changed hands in July 2025, when BYD Australia Pty Ltd replaced EVDirect as the factory-backed importer and distributor (Drive), while retail and servicing across roughly 90 Experience & Service Centres moved to EVDealer Group, an Eagers Automotive joint venture (The Driven).
Pick whichever channel suits you — but get it in writing at some stage. A paper trail is what moves BYD complaints forward fastest.
Start at Your Dealership or Experience & Service Centre
- Most delivery, accessory, servicing, trade-in and cashback issues sit with the centre that sold or serviced your car. Find yours using the BYD Find Us locator.
- Ask for the Dealer Principal, Sales Manager or Service Manager — not the salesperson or service advisor who already said no.
- State the problem, the outcome you want (repair, replacement, refund, payment of a promised cashback) and a deadline.
- Email a same-day summary of what was agreed. That email becomes your evidence.
BYD Australia Customer Care Centre
- Phone: the BYD Australia complaint number is 1800 888 293, Monday to Friday, 9:30am–5:30pm AEST. Closed weekends and public holidays.
- Email: bydservice.au@byd.com is the stronger option — it timestamps your complaint and lets you attach documents.
- Online: use the enquiry and feedback form on the BYD Australia Contact Us page. The footer "Customer Feedback" destination returned a 404 error at the time of research, so use Contact Us instead.
EVDealer Group Customer Care — the BYD Retail Network
- Read the EVDealer Group Complaints Handling Policy before you write. It sets the timeframes you can hold the network to.
- Email resolution.team@evdealergroup-byd.com.au or call 1300 BYD AUTO (1300 293 288), Monday to Friday 9:00am–5:30pm AEST.
Other BYD Australia Channels
- General business enquiries: info.au@byd.com.
- Roadside assistance: 1800 293 288. The BYD Help & FAQ page lists 1800 270 711 instead — if one number doesn't connect, try the other.
- For the full set of BYD phone lines, email addresses and opening hours, see our BYD Australia contact guide.
What to Include in Your Complaint
- Your full name, address and contact details.
- Vehicle registration or VIN — EVDealer Group's policy asks for this first.
- A dated description of the issue, naming the dealership involved.
- Supporting documents: contract of sale, invoices, emails, photos, service reports.
- The outcome you're asking for, and by when.
Once you've lodged a BYD Australia customer service complaint, a documented four-stage process applies, published in the EVDealer Group complaints policy.
- Tier 1 — your dealership. Sales, delivery, accessory and routine servicing matters are meant to be resolved by the centre that sold or serviced the vehicle.
- Tier 2 — EVDealer Group Resolution Team. EVDealer Group says it will endeavour to confirm receipt within 2 business days and issue you a case number. Straightforward complaints are targeted for resolution within 5 business days.
- Complex matters. Where parts supply, technical diagnosis or a factory decision is involved, you should receive progress updates rather than a fixed resolution date.
- Tier 3 — BYD Australia Customer Care Centre. This is the tier that decides manufacturer warranty outcomes, goodwill contributions and vehicle buy-back or replacement.
- Tier 4 — external. EVDealer Group's policy expressly tells customers to contact their state or territory consumer protection agency if the matter stays unresolved.
Reality check. The published timeframes are reasonable; reviews suggest they aren't consistently met. BYD Australia sits at 2.1 out of 5 from 198 reviews on ProductReview.com.au, with refunds, cashback, parts supply and warranty determinations drawing the heaviest criticism.
Three things reviewers repeatedly say moved their case:
- Put it in writing. Phone calls leave no record and get restarted by the next staff member.
- Ask for the case number and the name of the person handling it, then quote both in every follow-up.
- Diary the deadlines — day 2 for acknowledgement, day 5 for simple matters — and chase on the day they lapse.
Common complaints against BYD Australia
Unpaid Refunds, Cashback and Trade-In Money
- The loudest theme by volume: promotional cashback (commonly $2,500), overcharge refunds and trade-in payments not landing inside the quoted 10–14 business days.
- Reviewers describe a BYD cashback not paid weeks after delivery and follow-up calls going unreturned — one buyer was still chasing a $1,525 overcharge refund and a $2,500 cashback roughly six weeks after handover.
- A BYD refund Australia claim is far easier to enforce when the amount and the due date appear on your contract or invoice, not just in a conversation.
After-Sales Communication Breakdowns
- Unreturned calls, staff who "won't take ownership," managers declining contact, and dealers going quiet mid-complaint.
- One reviewer on Trustpilot wrote that without "my constant follow ups, I would have had no idea where the vehicle was at."
Service Centre Capacity and Parts Supply
- A BYD service centre complaint commonly involves a scheduled service where consumables — tyres, wiper blades — weren't stocked despite weeks of notice.
- Panel and body parts arriving from overseas after weeks to months, with owners reporting $100+ per day on hire cars and no loan vehicle offered. One reviewer described a nine-week repair with no rental reimbursement.
Warranty Claims That Stall Without a Decision
- Owners describe waiting six months or more for a final answer — including a BYD Seal warranty issue where a sunroof cracked without any impact.
- BYD warranty claim Australia timeframes aren't published, but the headline cover is 6 years / 150,000km on the vehicle and 8 years / 160,000km on the traction battery (BYD Service & Warranty).
Delivery Delays and Expiring Promotional Offers
- Orders placed against a promised delivery window, then pushed back repeatedly.
- Delays that run past the expiry of the discount or drive-away offer the customer bought on.
Contract, Pricing and Vehicle Description Errors
- Inclusions and discounts disappearing from contracts without notification, and vehicles advertised for materially less within days of purchase.
- The largest single event: more than 1,265 Australian buyers were supplied vehicles built in 2025 when their contracts specified a 2026 build.
Build Quality, Charging and Software Faults
- Recurring BYD Atto 3 problems include driver's-seat lower-back discomfort on longer drives, with service centres reportedly acknowledging multiple similar reports.
- Seatbelt buckles scratching door trim, water ingress and sealing on a BYD Shark, and app or connected-services activation taking weeks.
- At least one documented case of a new vehicle unable to charge at most public EV chargers.
BYD Australia complaints submitted through Ajust
How other consumers BYD Australia complaints got resolved
The 2026 Build-Year Mix-Up — $1,100 Offer Became Full Refunds
More than 1,265 owners were told weeks after delivery that their cars were 2025 builds, not the 2026 builds written on their contracts, and were initially offered $1,100 — the equivalent of the dealer delivery fee. After consumer-advocate criticism and ACCC scrutiny, BYD reversed course and gave affected customers a genuine choice: keep the $1,100, take a full refund, or take a replacement 2026 vehicle at the original contracted price (ABC News).
Tip: Customers who refused the first offer and cited their right to goods matching their description secured the BYD build year refund; those who quietly accepted $1,100 did not.
New EV That Couldn't Charge at Public Chargers
A North Lakes, QLD owner found their new vehicle couldn't charge at the vast majority of public EV chargers, and was told there "wasn't a fix yet" with a roughly two-month wait. The case was escalated internally only after the owner said they would lodge a complaint with the Queensland Office of Fair Trading.
Tip: Naming the specific state regulator, in writing, converts an open-ended "no fix yet" into a live case.
Paid-For Accessories Never Supplied
A Caroline Springs, VIC buyer paid for window tinting and floor mats in the handover package and received neither, then had a refund refused and attempts to reach management ignored. The matter went to Consumer Affairs Victoria, where the contract of sale and the itemised invoice were the deciding evidence.
Tip: If tint, mats, protection packs or accessories aren't itemised on your contract or delivery checklist, they're very hard to enforce.
Work these steps in order. Each one builds the evidence the next one needs.
Step 1 — Dealership Manager (Days 0–5)
- Raise it with the Dealer Principal or Service Manager at your BYD Experience & Service Centre.
- Send a one-page written summary by email: what happened, what you want, and a five-business-day deadline.
Step 2 — EVDealer Group Resolution Team (Days 5–15)
- Email resolution.team@evdealergroup-byd.com.au or call 1300 293 288, quoting your VIN.
- Explicitly ask for your case number and the name of the person handling it.
- Hold them to the 2-business-day acknowledgement and the 5-business-day target for simple matters.
Step 3 — BYD Australia Customer Care Centre (Days 15–30)
- Email bydservice.au@byd.com or call 1800 888 293, referencing the EVDealer Group case number.
- Attach the full evidence bundle. This tier owns warranty, goodwill and buy-back or replacement decisions.
Step 4 — Formal Written Demand (Day 30)
- How to escalate BYD complaint Australian Consumer Law rights: send one final email to BYD Australia Customer Care setting out the failure and its full history.
- State whether you consider it a major failure. If it is, you choose the remedy — a refund or replacement, not another repair attempt.
- Set a 14-day deadline for a written response, and say you'll lodge with your state consumer agency and the relevant tribunal if it passes.
If Finance or Insurance Is Involved
- Car loans, novated leases, extended warranties and insurance sold alongside the car — including through BYD Financial Services or a dealer-arranged financier — follow a separate path.
- Go to the financier's internal dispute resolution team first, then to the Australian Financial Complaints Authority on 1800 931 678. AFCA is free, and its decisions bind the financial firm.
Escalation Toolkit — Have This Ready
- Contract of sale or order confirmation, your VIN, and all invoices and proof of payment (including promised cashback and trade-in amounts).
- The complete email thread with the dealership and BYD, plus dated photos or video of the defect.
- Service and repair reports, any independent mechanic's report, and records of out-of-pocket costs such as hire car, towing or missed work.
There is no BYD ombudsman Australia consumers can turn to — Australia has no national automotive ombudsman for new-car disputes. The pathway is your state or territory consumer protection agency first, then a civil tribunal, which is exactly where EVDealer Group's own policy points you.
- NSW — NSW Fair Trading automotive complaints | 13 32 20
- VIC — Consumer Affairs Victoria | 1300 55 81 81
- QLD — Queensland Office of Fair Trading | 13 74 68
- WA — Consumer Protection WA complaint lodgement | 1300 30 40 54
- SA — Consumer and Business Services | 131 882
- TAS — Consumer, Building and Occupational Services | 1300 654 499
- ACT — Access Canberra | 13 22 81
- NT — NT Consumer Affairs | 1800 019 319
What to expect from each body:
- State and territory agencies: a BYD Fair Trading complaint is free and triggers informal conciliation — the agency contacts the trader on your behalf. WA's Consumer Protection describes acting as an informal negotiator at no cost, and NSW Fair Trading will direct you to the tribunal if conciliation fails.
- ACCC: a BYD ACCC complaint won't resolve your individual dispute, because the ACCC enforces the law rather than arbitrating cases. Reports do help it identify patterns — widespread reporting is what drove scrutiny of the build-year issue. Lodge via ACCC contact us or report an issue, or call the Infocentre on 1300 302 502 (Mon–Fri, 11am–3pm AEST/AEDT).
- Civil tribunals: NCAT, VCAT, QCAT, SACAT, SAT, ACAT, TASCAT and NTCAT hear low-cost claims and make binding orders. Your state agency will point you to the right one and the applicable monetary limits.
- Safety defects: search official notices at ACCC Product Safety recalls if you think the fault is a safety issue rather than a quality one.
- Your core rights: BYD consumer guarantee rights sit in addition to the manufacturer warranty and cannot be excluded. A vehicle must be of acceptable quality, fit for purpose and match its description — the precise point at issue in the build-year case.
- Warranty terms — BYD Warranty & Service Handbook (PDF). The document to quote in a warranty claim.
- Recall check — BYD Vehicle Recall. Check whether your VIN is covered by an open campaign.
- Roadside assistance terms — BYD Roadside Assistance 2025 (PDF). Confirms your cover and the correct number to call.
- Independent repairers — BYD AASRA information. Technical data BYD publishes to non-dealer workshops.
- Order tracking — BYD My Account. Portal for order status and account details.
- Delivery commitments — The BYD Promise. BYD's published commitments on ordering and handover.
- Owner reviews — BYD on Trustpilot Australia. Australian owner ratings for the brand.
- Build-year refund coverage — carsales report on BYD refunding 1,000+ customers. Detail on the refund and replacement options offered.
BYD Australia Complaints FAQs
Should I complain to my BYD dealership, EVDealer Group or BYD Australia first?
Start with your BYD Experience & Service Centre, then EVDealer Group's Resolution Team, then the BYD Australia Customer Care Centre on 1800 888 293. Dealerships own delivery, accessory, servicing, trade-in and cashback issues. EVDealer Group runs the retail network and issues your case number. BYD Australia Pty Ltd decides warranty, goodwill and buy-back outcomes. Skipping tiers usually sends you back down.
How long does BYD Australia take to respond to a complaint?
EVDealer Group aims to acknowledge your BYD complaint within 2 business days with a case number, and resolve simple matters within 5 business days. Complex parts, technical or factory decisions get progress updates instead of a fixed date. Diary both deadlines and chase the day they lapse — owner reviews suggest the targets aren't consistently met.
What can I do if my BYD cashback, refund or trade-in payment hasn't arrived?
Chase a missing BYD cashback or refund in writing once the quoted 10 to 14 business days pass, quoting your VIN and invoice. Email the dealership and EVDealer Group's resolution team with the exact amount and the document showing it. Verbal promises are hard to enforce; amounts written on your contract or invoice are not.
Is there a BYD ombudsman in Australia if BYD won't resolve my complaint?
No, there is no BYD ombudsman or national automotive ombudsman in Australia, so your next step is your state or territory consumer protection agency. Fair Trading conciliation is free, and agencies refer unresolved matters to tribunals like NCAT or VCAT, which make binding orders. The ACCC tracks patterns but won't decide your individual case.
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