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BYD Australia

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BYD Australia customer service runs through one national Customer Care Centre, backed by Experience Centres and Service Centres at dealer level. The structure changed in July 2025, when BYD took distribution in-house from independent importer EVDirect and handed the retail and service network to the newly formed EV Dealer Group — a joint venture 80% owned by Eagers Automotive and 20% by EVDirect (BYD drops local importer EVDirect, CarExpert). If you bought before mid-2025, the business that sold you the car may not be the business supporting it today.

Key channels and facts (Australia):

• Phone: The main BYD Australia contact number is 1800 888 293, Monday to Friday, 9:30am–5:30pm AEST. Closed weekends and public holidays.
• Email: bydservice.au@byd.com for order, delivery, servicing and warranty queries.
• Roadside assistance: 1800 293 288, 24/7, for vehicles delivered on or after 22 July 2025.
• Dealer escalation: EVDealer Group Customer Care on 1300 BYD AUTO (1300 293 288), Monday to Friday 9:00am–5:30pm AEST, or resolution.team@evdealergroup-byd.com.au.
• Online: An enquiry form and a self-service customer portal for order tracking. No live chat channel was found on BYD's Australian site.
• In person: Experience Centres and Service Centres nationally.
• Reputation: 2.1 out of 5 from 198 reviews on ProductReview.com.au, roughly 26% positive. The Trustpilot listing for the Australian site sits at 3.3 out of 5 from only five reviews — too thin to read anything into.

The product side scores well. Every model in the Australian range carries a 5-star ANCAP safety rating, and the warranty is among the strongest in the market. Aftersales is where sentiment is weakest — and where knowing the escalation ladder matters most.

Most BYD Australia complaints cluster around three things: delivery, money, and service capacity. These themes recur across Australian review platforms and motoring press.

Delivery Delays and Poor Order Visibility

• The most common theme by volume — customers waiting months without a straight answer on whether their car has been built, shipped or landed.
• Automated "your order is progressing" emails replace specific updates, which is why a BYD delivery delay refund request is one of the most frequent escalations.
• BYD has acknowledged this and published The BYD Promise, which confirms whether your vehicle is allocated to an inbound shipment and explains the port-arrival-to-handover steps.

Deposits, Refunds and Cashback Not Paid on Time

• Reviewers describe waiting weeks or months for refunds of the $1,000 order fee, overcharge refunds and promised cashback.
• BYD's Help & FAQ page states the $1,000 order fee is fully refundable and processed through your local dealer — worth quoting back when you follow up.

Hard to Reach Someone Who Can See Your File

• Long hold times on the national number come up repeatedly in reviews.
• Owners report that front-line Customer Care staff cannot access technical or service-centre records, so mechanical questions bounce back to the dealer.

Service Centre Capacity, Parts and Repeat Faults

• Scheduled services where the centre did not have the booked parts — tyres, wiper blades — on hand.
• Electrical faults that could not be diagnosed, and repeat visits for the same fault.
• Booking lead times of several weeks in busy metro areas.

Handover Promises and Invoice Discrepancies

• Tow bars, window tint, floor mats, car-seat fitting and logbooks promised at sale but not fitted or supplied at pickup — sometimes already paid for upfront.
• Contract changes, discounts or inclusions removed without notice, and revised invoices issued after payment at an advertised price.

Recalls, Build-Year Corrections and App Activation

• In 2026 BYD offered full refunds to more than 1,200 owners after vehicles sold as 2026-build were found to be 2025-build, affecting Atto 3, Sealion 8 and Shark 6 (CarExpert).
• More than 32,000 Shark 6 utes built between 2024 and 2026 were recalled over a spare wheel lifter assembly that could allow the spare wheel to detach. Repairs are free of charge (CarExpert).
• Owners also report delays of several weeks activating the BYD app and connected features after delivery.

Work these routes in order. Each step builds the paper trail that makes the next one faster.

Your Selling or Local BYD Dealer

• Fastest for delivery timing, accessories, trade-ins, order fee refunds and servicing — that is where your contract and your car physically sit.
• Find your nearest Experience Centre or Service Centre with the BYD Find Us locator.
• Get the name of the person handling your case, and ask them to confirm the outcome by email.

BYD Customer Care Centre — Phone, Email and Form

• Call BYD Customer Care 1800 888 293, Monday to Friday, 9:30am–5:30pm AEST.
• Email bydservice.au@byd.com, or submit the enquiry form on the BYD Australia Contact Us page.
• Have your VIN, order number, dealer name, delivery date and a dated summary of what has gone wrong before you make contact.
• Hold times can be long. If you cannot get through, email instead — it timestamps your complaint and survives staff changes.

Booking a Service

• A BYD service centre booking goes through your local Service Centre. Intervals and inclusions are published on the BYD Service & Warranty page.
• Confirm in writing that the parts your service needs are in stock before the appointment date.
• Ask for a written job card and diagnostic report after every visit.

EVDealer Group Customer Care — Dealer Escalation

• If the dealership cannot or will not resolve it, call 1300 BYD AUTO (1300 293 288), Monday to Friday 9:00am–5:30pm AEST, or email resolution.team@evdealergroup-byd.com.au.
• The EVDealer Group Complaints Handling Policy commits to acknowledging your complaint within 2 business days with a case number, and resolving straightforward matters within 5 business days.
• Ask for that case number and quote it in every follow-up. Set a diary reminder for day five.

BYD Roadside Assistance Australia — 24/7

• Call 1800 293 288 at any hour. Vehicles delivered on or after 22 July 2025 receive 12 months complimentary roadside assistance from the delivery date.
• Some BYD material still lists the previous provider's number, 1800 270 711. Try 1800 293 288 first.
• Do not confuse 1300 293 288 (dealer complaints) with 1800 293 288 (roadside). The digits are similar; the services are not.

External Escalation if You Are Still Stuck

• BYD and EVDealer Group both state complaints are handled in line with the Australian Consumer Law, and direct unresolved matters to your state or territory consumer protection agency.
• Start with NSW Fair Trading's automotive complaints guidance or Consumer Affairs Victoria's motor car trader dispute resolution guidance, depending on your state.
• Regulators rarely resolve individual disputes directly. But lodging — and telling BYD in writing that you have — reliably moves stalled cases.

Vehicle Warranty

• The BYD warranty Australia buyers receive covers new vehicles for 6 years or 150,000 km, whichever comes first.
• Terms were simplified and extended in 2024, with conditions removed and coverage backdated to all vehicles delivered since the Atto 3 launch in August 2022.
• Full terms are in the BYD Warranty & Service Handbook 2025 (PDF).

Battery and Drive Unit Warranty

• The Power Battery pack and Drive Unit are covered for 8 years or 160,000 km, whichever occurs first.
• Cover includes a 70% capacity guarantee — if usable capacity falls below 70% within the period, you have a claim.
• Also backdated to August 2022 deliveries.

Orders, Deposits and Refunds

• Order fee: BYD's FAQ confirms the $1,000 order fee is fully refundable, processed through your local dealer — the standard BYD deposit refund Australia route.
• Beyond the order fee: cancellation and refund terms are governed by your individual dealer purchase contract. Read it before you sign, and get any cancellation agreement in writing.
• If a refund stalls: escalate to the EVDealer Group resolution team and hold them to the 2-business-day acknowledgement.

Servicing and Service Intervals

• Battery electric models: service at 20,000 km / 12 months, running through to 120,000 km / 72 months.
• Plug-in hybrid and Super Hybrid (DM) models: an initial service, then 10,000–20,000 km intervals through to 60,000 km / 72 months. HEV variants use shorter intervals.
• Services include multipoint inspection, high-voltage system checks, brake and tyre checks, scheduled fluid replacement and software updates.

Roadside Assistance

• 12 months complimentary from delivery, for vehicles delivered on or after 22 July 2025.
• Call 1800 293 288. Full conditions are in the BYD Roadside Assistance 2025 terms (PDF).

Recalls and Safety

• Check your VIN against current campaigns on the BYD Vehicle Recall page.
• Recall work is performed free of charge.

Australian Consumer Law

• BYD Australia consumer rights ACL guarantees apply to every new vehicle sold here, and sit on top of the manufacturer warranty — they do not replace or limit it.
• A new vehicle must be of acceptable quality, fit for purpose, and match its description.
• For a major failure, you can demand a refund or replacement rather than accept repeated repair attempts. Repeated minor failures that together make the vehicle unfit can also amount to a major failure.