Driving results: How do I file a complaint against a car dealership?
If you’re googling ‘how do I file a complaint against a car dealership’, it’s likely you have reached the end of your tether.
When the inconvenience of being without a car is compounded by the fact the dealer is taking too long to fix the issue or, worse, is refusing to take responsibility for fixing it, it can cause enormous stress. Not to mention the financial impact.
If this sounds all too familiar and you believe your rights under Australian Consumer Law are being breached, now is the time to put your foot on the accelerator and find out how you file a complaint against a car dealership.
How do I file a complaint?
First ensure you have collected all the evidence related to the issue, including receipts, invoices and any correspondence you’ve had with the dealership. Put all the relevant details in writing and send them to the dealership or manufacturer asking for a timely response.
Handle My Complaint has made this process fast and easy. Just follow our guided instructions to submit all the relevant details as best you can and we’ll send your complaint in writing to the dealership or manufacturer, whichever is most appropriate to resolve your issue. The ACCC also has a helpful complaint letter tool to help you pull all the facts together in a concise way.
Sometimes the dealership will direct you to the manufacturer, who will then send you back to the dealership in a seemingly endless loop. It’s time to seek help from your local consumer affairs authority.
Australian Capital Territory: Access Canberra, (02) 6207 3000
If you live in the ACT, or have bought your car or had it repaired in the ACT, Access Canberra can provide advice and help resolve the dispute. They will require proof you have written to the dealership before they can assist and will give you an initial response within 10 business days.
New South Wales: NSW Fair Trading, 132 220
You can lodge a complaint online or visit a Service NSW Centre. Your complaint is assigned to a NSW Fair Trading officer or Automotive Inspector, who will provide impartial advice and offer solutions. They may suggest lodging a complaint with the NSW Civil and Administrative Tribunal (NCAT), which has the power to make binding orders.
Northern Territory: Consumer Affairs, 1800 019 319
If you have been unable to get a satisfactory response from the dealership, Consumer Affairs will work with you, the dealership and a Fair Trading officer to reach an acceptable solution. The officer acts as an objective third party. You will be asked to complete a consumer conciliation request. Consumer Affairs may also seek the assistance of the Motor Traders Association if the dealer is a member.
Queensland: Office of Fair Trading, 137 468
You can lodge a complaint if you live in Queensland and have bought your car or had it repaired in the state; if you live in Queensland and have bought the car or had it repaired in another state or territory, or if you live in another state or territory and bought the car or had it repaired in Queensland. They aim to resolve disputes within 30 days, and may refer you to the Queensland Civil and Administrative Tribunal.
South Australia: Consumer and Business Services, 131 882
The SA Government has passed legislation giving further protection for secondhand car buyers, including cracking down on dealers operating as private sellers to avoid obligations under statutory warranties. You can lodge a complaint online with Consumer and Business Services, or enquire about next steps. You can also contact the Legal Services Commission for advice about your consumer rights.
Tasmania: Consumer, Building and Occupational Services, 1300 654 499
If you live in Tasmania or the dealership operates from Tasmania, you can make a complaint with Consumer, Building and Occupational Services (CBOS). You can seek a remedy if your consumer guarantee or statutory warranty has been breached. CBOS may direct you to another party or suggest you obtain legal advice. You may also be able to complain to the Tasmanian Automobile Chamber of Commerce.
Victoria: Consumer Affairs Victoria, 1300 558 181
In addition to seeking help from Consumer Affairs Victoria to resolve an issue with a dealer, you may have redress through the Motor Car Traders Guarantee Fund. Car owners who have suffered a loss can make a claim up to $40,000 if the dealer hasn’t complied with warranty provisions, for example. If your loss isn’t covered under the fund, you may be able to make a claim through the Victorian Civil and Administrative Tribunal.
Western Australia: Consumer Protection, 1300 304 054
Consumer Protection WA enforces Australian Consumer Law in the state. They can provide advice, investigate complaints, help resolve disputes, and prosecute unscrupulous traders. The WA Government is also making legislative changes to protect you from buying a lemon, with dealers being required to disclose if a vehicle under 15 years old is a repairable write-off.
Let us help you handle it
No matter where you live, it’s a lot to take in and you may already feel like you’re drowning in stress. Lodge a complaint with us and we will help you handle it.
