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Chery complaints run through two doors in Australia: your authorised dealer, and the national Chery Customer Care Team. There is no dedicated online complaints form on the Chery Australia website — the 1800 line and the info@ inbox are what unlock head-office escalation. Here's how to complain to Chery Australia so your issue actually gets logged and tracked.

Step 1 — Start With Your Dealer

• Most issues — warranty repairs, servicing, parts delays, sales promises, infotainment faults — begin as a Chery dealer complaint Australia's authorised network must log before head office will act.
• Ask the Service Manager (not the front counter) to record a formal complaint and issue a job or repair order number in writing.
• Find your closest dealer through Chery Find a Dealer — each dealer page carries its own phone number, email and enquiry form.

Step 2 — Call Chery Customer Care

• The Chery customer care phone number (1800 424 379), dialled as 1800 4CHERY, handles general enquiries and complaints Monday to Friday, 9:00am–4:30pm AET per Chery Australia Contact Us.
• Roadside Assistance runs on the same number, 24 hours a day, 7 days a week.
• Ask the consultant to raise a case reference number and confirm it by email. Full channel details sit on our Chery Australia contact guide.
• Owners report Chery's social channels prompting a callback when phone and email went unanswered — not an official complaints channel, but a useful nudge.

Step 3 — Put It in Writing by Email

• Email info@cherymotor.com.au (Chery Customer Support). Email builds the paper trail you'll need if this goes further.
• Include your VIN, registration, model and variant (Tiggo 4 Pro, Tiggo 7 Pro, Tiggo 8 Pro Max, Omoda 5, Jaecoo J7), purchase date, selling dealer and current odometer.
• Attach a dated timeline, dealer repair order numbers, invoices, and photos or video of the fault — essential for infotainment freezes, driver-assistance behaviour and warning lights.
• State the outcome you want: repair, replacement part, refund, loan car, or reimbursement for towing and hire car costs.

Step 4 — Post Formal Notices

• For an Australian Consumer Law notice — for example, rejecting a vehicle as a major failure — post it as well as emailing it.
• Address: Chery Motor Australia Pty Ltd, PO Box 3516, Rhodes Post Office, NSW 2138.

Step 5 — Check for an Open Recall First

• If your fault matches an open recall, the repair is free and Chery must contact you — no complaint needed.
• Search your VIN on the Australian Government vehicle recalls register.

Chery Australia publishes no complaint-handling charter and no guaranteed response timeframes. The tiers and timelines below are drawn from its published support pages, recall communications and Australian owner reports — treat them as observed, not promised.

Who Handles Your Complaint

• Tier 1 — Dealer Service Advisor or Service Manager. Diagnoses the fault, orders parts, and lodges the Chery warranty claim Australia's head office has to approve.
• Tier 2 — Chery Customer Care Team. Assigns your case reference, liaises between you and the dealer, and approves goodwill, loan cars and out-of-warranty assistance.
• Tier 3 — Aftersales / National Service & Warranty. The level where buy-backs, replacements and technician fly-ins get authorised; reached only by escalating within Tier 2.
• Tier 4 — Chery factory technical support (China). Used for repeat or unusual faults; adds weeks, but has resolved problems dealers couldn't.

Timelines Australian Owners Report

• Acknowledgement: same call, with a case number on request.
• First Customer Care callback: 2–10 business days — promised callbacks that never arrive are a frequent gripe.
• Dealer diagnosis appointment: 1–4 weeks, longer in regional areas.
• Warranty approval: 1–3 weeks once the fault is diagnosed.
• Parts supply: 4–9+ weeks for common components; 2–6 months reported for body panels and some EV parts sourced from China.
• Complex or escalated disputes: 3–9 months.

What Strengthens Your Position

• Chery's 7-Year Unlimited KM Warranty (some usage types capped at 7 years/150,000km) and 8-year unlimited km high-voltage battery warranty are contractual promises — see Chery Warranty.
• Australian Consumer Law guarantees sit on top of that warranty and cannot be excluded: goods must be of acceptable quality, and spare parts and repair facilities must be reasonably available.
• Independent repairers can access Chery's technical data through the Chery Motor Vehicle Information Service (MVIS) — useful for a second opinion on a disputed diagnosis.
• Ask for the parts ETA in writing, and request a loan car or hire car contribution whenever the vehicle will be off the road more than a few days.

Chery Tiggo problems and complaints dominate Australian owner reviews on ProductReview.com.au. Review volumes per model are low, so star ratings are indicative rather than statistically robust.

Spare Parts Delays

• A Chery spare parts delay Australia-wide is the single most reported problem, because parts often aren't stocked locally.
• One Tiggo 7 owner was quoted four weeks for a boot sensor, then told to wait another five.
• Body panels have been reported at 2–6 months — the issue most likely to breach the ACL spare parts guarantee.

Unreturned Calls and Unanswered Emails

• The most common Chery Australia customer service complaint isn't a refusal — it's silence.
• Owners describe booking the same repair twice, callbacks that never came, and resorting to Instagram when phone lines weren't working.
• ProductReview model ratings sit as low as 1.0/5 (Tiggo 7), 2.7/5 (Tiggo 8 Pro Max) and 3.0/5 (Omoda 5).

Infotainment and Software Faults

• Chery Omoda 5 complaints most often cite screens going black, rebooting spontaneously, or switching off while driving.
• Apple CarPlay disconnects and Bluetooth audio dropouts are widely reported.
• Ask the dealer to check for the latest head-unit and module firmware before accepting "no fault found".

Over-Sensitive Driver Assistance (ADAS)

• Lane keeping that vigorously pulls or nudges the steering, plus automatic emergency braking and reverse braking activating unnecessarily.
• Constant warning chimes that some owners switch off at the start of every drive.
• A May 2025 software update addressed ADAS sensitivity on some models.

Electrical Faults and Warning Lights

• EPC warning lights, cruise control errors, and front radar faults disabling collision avoidance.
• Random alarm activation, doors locking unexpectedly, and one vehicle stopping on a highway despite a new battery.

Build Quality at Low Kilometres

• Reported examples include a tail shaft failure within weeks of purchase and a steering knock needing two replacements.
• A door handle failed at 20,000km, and a warped rear-view mirror was also reported.

Safety Recalls

• The Chery Tiggo 8 recall (REC-006636) covered 5,556 Tiggo 8 Pro 2.0 vehicles built 2023–2026, issued 23 June 2026.
• A brake pipe may chafe against the engine, leak brake fluid and reduce braking performance; Chery said it was aware of no Australian incidents and is contacting owners for free inspection and repair, as reported in CarsGuide's coverage of the recall.

Promised Accessories and Cancelled Bookings

• Towbars advertised or promised at point of sale but unavailable, and petrol owner's handbooks supplied with electric models.
• One owner's first service was cancelled and rescheduled twice due to "software issues", with no resolution.