Customer Relations

Complaint handling process

We know that sometimes things do not go the way they should.

If there is something about our products or services that you aren't happy with at Phil Gilbert Toyota, then let's work together to see if we can resolve it quickly and easily.

How to make a complaint?

As a first step, we encourage you to discuss your complaint with the relevant department contact at Phil Gilbert Toyota.

The minimum information required to investigate a complaint includes:

Personal details

Personal details

Including your name, address, phone number and email.

Vehicle identification

Vehicle identification

Vehicle Identification Number (VIN) and/or registration number.

Details of your complaint

Details of your complaint

Please include as much information as possible.

You can also contact us here at  Phil Gilbert Toyota directly to discuss your complaint. Your complaint will be directed to our Customer Experience Director, Simone Gilbert.

 

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Once we have received your complaint we will:

1. Acknowledge it within 2 business days,

2. Advise you of an indicative timeframe in which you can expect an outcome,

3. Gather information, engage relevant departments and conduct an investigation into your complaint,

4. Lastly we will advise the outcome of your complaint and any further steps if required.

Unfortunately, there will be instances when our resolution to your complaint might not align with your expectations. Phil Gilbert Toyota is committed to helping you resolve any issues or complaints as quickly as we can in accordance with Customers' rights under the consumer guarantees in the Australian Consumer Law (ACL).

You are welcome to request a review which we can facilitate on your behalf through Toyota Australia. Should you still be dissatisfied with the outcome, your next step is to contact:

NSW Fair Trading


 

We also recommend reviewing the information provided by the ACCC for more information on your consumer rights.

Regardless of whether your feedback is positive or negative, it will greatly assist our dealership and provide an opportunity to "kaizen" or continuously improve our service to you. Kaizen forms one of the key pillars of Toyota globally - there is always a better way and we aim to deliver this to you at Phil Gilbert Toyota.

 


Still have questions?

Get in touch. 
 

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Customer Assistance Centre Location

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Phil Gilbert Toyota

Customer Assistance Centre

144 Frances Street
Lidcombe, NSW 2141

Phone
02 9735 8400
Customer Relationship Manager
Veronica Zakis

View Location Map & Get Directions

Department Trading Hours

Monday
7:30 AM - 5:30 PM
Closed Now
Tuesday
7:30 AM - 5:30 PM
Wednesday
7:30 AM - 5:30 PM
Thursday
7:30 AM - 5:30 PM
Friday
7:30 AM - 5:30 PM
Saturday
8:30 AM - 1:00 PM
Sunday
Closed