Had an issue with Toyota? Get a real response.
How to submit a complaint with Toyota
Toyota Australia gives you several ways to lodge a complaint:
- 📞 Phone (Customer Assistance Centre): Call 1800 TOYOTA (1800 869 682), Mon–Fri, 9:00am–5:30pm AET. Have your VIN, rego number, dealer details, and issue description ready. You’ll get a case reference number for tracking.
- 📝 Online Complaint Form: Use the Toyota Complaint Form. Fill in your personal and vehicle details, select complaint type, and submit. Expect acknowledgement within a few business days.
- 📧 Email: Send details to customerassistance@toyota.com.au. Include name, contact info, VIN, and steps you’ve already taken (e.g. dealer visits).
- 🏢 In-Dealership: For issues directly related to a dealer’s service or sales, speak with the Service Manager or Dealer Principal first. Many problems can be resolved at this level.
- 📱 MyToyota App: Use it for quick support queries. Serious complaints should still go through the official channels above.
💡 Tip: Always ask for a reference number or case manager’s name for follow-ups.
Here’s what you can expect:
- Acknowledgement: Usually within 2 business days, either by phone or email.
- Case Assignment: Your complaint is assigned to a Customer Assistance Centre case manager.
- Investigation: Toyota may contact the dealer, review service/warranty history, or involve regional specialists. They’ll give you a timeframe for an outcome (e.g. 5–14 days for simple issues, 28 days for complex ones).
- Resolution:
- Warranty issues: Repairs, replacements, or refunds under ACL if it’s a major failure.
- Service complaints: Apologies, vouchers, or corrective action at dealership.
- Billing/finance: Toyota Finance teams handle errors, fee disputes, or corrections.
- Warranty issues: Repairs, replacements, or refunds under ACL if it’s a major failure.
- Communication: You’ll be updated via your preferred method. Toyota’s Customer Charter promises transparency and fairness throughout.
💡 Pro tip: If you don’t hear back within the promised timeframe, follow up with your case reference.
Common complaints against Toyota
The most frequent issues raised by Toyota owners include:
- ⚙️ Vehicle Quality/Defects: Engine failures, DPF issues, paint peeling, faulty components.
- 🚗 Dealership Service: Rude staff, poor communication, pressure tactics, or lack of courtesy cars.
- 📑 Warranty Disputes: Denied claims for faults customers believe should be covered.
- 💰 Servicing Costs: Miscommunication on capped-price servicing and unexpected fees.
- 🚘 Used Car Complaints: Certified used vehicles showing defects soon after purchase.
- ⏳ Delivery Delays: Long wait times for new vehicles and lack of clear updates.
💡 Many of these issues fall under Australian Consumer Law (ACL), which gives you rights to repairs, refunds, or replacements for major failures.
Toyota complaints submitted through Ajust
I trusted Toyota because my car had always been serviced there, so this experience really shook me. I was charged for tyre rotation and checks that clearly weren’t done, and only found out months later when I got a flat. Independent experts confirmed it. When I raised it, I was blamed instead of helped. I just want a refund for a service I didn’t receive. - Helen
How other consumers Toyota complaints got resolved
Engine Failure – Fixed After Escalation: A Prado owner faced 12+ weeks of engine failure under warranty with poor communication. After escalating to NSW Fair Trading & ACCC, Toyota rebuilt the engine, reimbursed rental costs, and apologised.
Defective Used Car – Exchanged: A buyer found electrical faults the day after purchase. Toyota initially refused a refund but changed stance after legal pressure, exchanging the car and adding extended warranty.
Capped-Price Service Dispute – Resolved: A LandCruiser owner who was charged $1,100 instead of $375 for a capped service complained. Toyota intervened, refunded the overcharge, and clarified capped-price terms.
- Supervisor Escalation: If unsatisfied, ask your Customer Assistance rep to escalate to a supervisor/manager.
- Regional Office Involvement: Request input from Toyota’s regional after-sales or technical specialists.
- Executive Review: Send a formal letter/email to Toyota’s Customer Experience executive team at:
- Toyota HQ: 155 Bertie St, Port Melbourne VIC 3207
- PO Box 187, Caringbah NSW 1495
- Toyota HQ: 155 Bertie St, Port Melbourne VIC 3207
- Dealership Escalation: Contact the Dealer Principal directly if a dealer-specific issue persists.
- External Escalation: If unresolved, proceed to consumer regulators.
If Toyota doesn’t resolve your complaint, you have external options:
- Australian Consumer Law (ACL): Guarantees refunds/replacements for major failures.
- State Fair Trading/Consumer Affairs: NSW, VIC, QLD agencies mediate vehicle complaints.
- ACCC: Report systemic issues at accc.gov.au.
- AFCA: For Toyota Finance/Insurance disputes, escalate to the Australian Financial Complaints Authority.
- Civil Tribunals (NCAT, VCAT, QCAT, etc.): For unresolved refund/repair disputes.
💡 Mentioning you’ll involve Fair Trading or ACCC often prompts faster resolutions.
- 📞 Phone (Customer Assistance): 1800 869 682 (1800 TOYOTA)
- 📝 Toyota Online Complaint Form
- 📧 Email: customerassistance@toyota.com.au
- 📑 Toyota Customer Charter
- 📚 Toyota FAQs
- 🛠️ Toyota Warranty & Service Info
- 🔍 Find a Dealer
- 💳 Toyota Finance Complaints Policy
- ⚖️ ACCC – Car Sales & Repairs Guide
- 🏛️ NSW Fair Trading – Car Complaints
Toyota Complaints FAQs
What’s the fastest way to submit a complaint to Toyota Australia?
The fastest way is contacting Toyota’s Customer Assistance Centre by phone or submitting the online complaint form. Calling 1800 TOYOTA often gives you a case reference immediately, which helps speed up follow-ups. Online and email complaints usually receive acknowledgement within a few business days. To avoid delays, have your VIN, registration number, dealer details, and a clear description of the issue ready before you submit.
How long does Toyota usually take to respond and resolve a complaint?
Toyota typically acknowledges complaints within two business days and assigns a case manager soon after. Simple issues may be resolved in 5 to 14 days, while complex warranty or technical matters can take up to 28 days. Resolution times depend on dealer input, vehicle history, and whether specialists are involved. If Toyota misses the promised timeframe, following up with your case reference can help keep things moving.
What are my rights if Toyota refuses a repair, refund, or warranty claim?
You’re protected under Australian Consumer Law, even if Toyota denies a warranty claim. For major failures, you may be entitled to a repair, replacement, or refund regardless of warranty terms. If the issue isn’t resolved internally, you can escalate to Fair Trading, consumer affairs bodies, or a civil tribunal. Clearly referencing ACL rights often strengthens your position and encourages faster resolution.
What should I do if Toyota or the dealership keeps ignoring my complaint?
If Toyota doesn’t respond, ask for supervisor escalation and request involvement from regional or executive teams. You can also escalate externally to Fair Trading, the ACCC, or AFCA for finance-related disputes. Keeping records of dates, case numbers, and communications is critical. Mentioning regulatory escalation often prompts quicker action, as it signals you’re informed and serious about resolving the issue fairly.
You’ve done your part, now it’s time to hold Toyota accountable.
Take the final step and submit a complaint that gets seen and responded to.