Customer Service

Customer Service

Customer Service

Customer Service

  We are dedicated to promptly assisting individuals and businesses in resolving any issues or complaints, aligning with customers' rights under the consumer guarantees in the Australian Consumer Law (ACL).

For further information regarding your rights, please visit our customer charter.

If your complaint is about a car loan with Toyota Finance, please refer to the Toyota Finance Complaints Policy.

How to make a complaint?

The minimum information required to investigate a complaint includes:

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Personal details

Including your name, address, phone number and email.

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Vehicle details

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

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Details of your complaint

Please include as much information as possible.

Thomas Bros Toyota Difference

At Thomas Bros Toyota, we understand that things don't always go to plan. That's why we are committed to helping our customers resolve any issues or complaints as quickly as possible.

Our Fixed Operations Manager, Mark O'Connor, will receive your complaint and delegate it to the relevant department manager. If you would like an update on your complaint, please contact Mark by email at

Reach out to us

We are delighted to assist and promptly address any concerns or feedback you may have.

Response time, and Handling of your Complaint

Upon receipt of your complaint, Thomas Bros Toyota will:

  • Contact you within 48 hours or the next available business day and advise you of an indicative timeframe in which you can expect a response.
  • Gather information relevant to your complaint to support our investigation.
  • Escalate your complaint to our Management Team for complex complaints that require further attention.
  • Investigate all circumstances of your complaint during the designated period

Following acknowledgement, investigation and review, Thomas Bros Toyota will advise you, or your authorised representative, the outcome of your complaint. Advice will include details of our investigation, guidance and next steps required (if any).

Further review of your complaint

If you are dissatisfied with the outcome, you are entitled to request further review by Thomas Bros Toyota, seek legal advice or make a complaint to the following government external bodies:


Australian Competition and Consumer Commission (ACCC)

State - NSW

NSW Fair Trading

 I agree with the website terms of use and that my information will be handled by Thomas Bros Toyota in accordance with the Dealer Privacy Policy 

Our Process

When you submit your complaint using the form on this page or by calling our customer experience line, all complaints will go through the following process to ensure a satisfactory outcome for everyone.

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We'll acknowledge your complaint within 2 business days.

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Gather Information

We'll collect all information relating to your complaint.

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Once all information is collected we'll then endeavour to investigate your complaint with the relevant department managers.

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Once we have reached an outcome, we will be in contact with you to advise you of the outcome and any further steps required.

Share your concern with us

Do you have any other inquiries?

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