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 Hornsby Toyota, then let's work together to see if we can resolve it quickly and easily.

Please raise any complaints or concerns with the department manager by calling (02) 9488 2188 during business hours. If you do not wish to speak with the department manager then please feel free to pass your concern onto our Customer Relations Manager either by phoning (02) 9488 2188 or you can This email address is being protected from spambots. You need JavaScript enabled to view it. and someone will be in contact you as soon as possible.

Before contacting us, we will need your help to provide some information so we can assist you:

Personal details

Including your name, address, phone number and email.

Vehicle identification

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

Details of your complaint

Please include as much information as possible.

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. Hornsby 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 or seek independent legal advice

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 Hornsby Toyota.