Resolving disputes
If there's something about our products or services that you aren't happy with, then let's work together to see if we can resolve it quickly and easily. In the first instance raise any TFM complaints or concerns with your dedicated Relationship Manager.
If you need further TFM customer support, we can address your concerns through the following process:
Step 1. Let us know about your complaint to TFM
Email us at complaints@toyota.com.au or call a Customer Solutions Representative on 1300 888 870 between 8:30am - 7:00pm (EST) Monday to Friday.
All matters are dealt with seriously and are treated in total confidence. We will aim to resolve disputes to your satisfaction as soon as possible.
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Step 2. Your TFM complaint is escalated to our Internal Dispute Resolution team
If we are unable to resolve your TFM complaint within five business days, then the matter will be escalated to our Internal Dispute Resolution (IDR) team.
The IDR team will:
- Conduct a more detailed investigation into your complaint
- Keep you informed of the resolution process
- Answer any of your questions
- Aim to resolve the complaint promptly, and consistently
The IDR team can be contacted at any time at:
Mail : IDR Manager, Toyota Fleet Management, PO Box 1354, Macquarie Center NSW 2113
Email : complaints@toyota.com.au
Step 3. Seek an external review of your TFM complaint
If you aren't satisfied with the outcome of your complaint after taking Steps 1 and 2, you may lodge a dispute with the Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.
The Australian Financial Complaints Authority can be contacted at:
Mail : Australian Financial Complaints Authority , GPO Box 3, Melbourne VIC 3001
Phone : 1800 931 678
Email : info@afca.org.au
Visit : www.afca.org.au
For customers of TFM Novated & Salary Packaging – Tax Agent Notification
Toyota Feet Management TFM Novated & Salary Packaging is a business unit of Toyota Finance Australia Ltd TFA ( ABN 48 002 435 181). TFA is registered as a tax agent ( registration number : 00545002) with the Tax Practitioners Board TPB .
The TPB maintains a register of tax agents which can be accessed and searched on the TPB website. Where a tax agent service has been provided by TFA and a customer is dissatisfied, customers have the right make a complaint to the TPB. For guidance on how to access and search the tax agent register and the means by which complaints may be lodged with the TPB, please refer to the TPB website tpb.gov.au
