Hyundai Customer Charter & Complaints Handling Process.

August 2025

Hyundai Motor Company Australia (Hyundai) and its authorised Hyundai dealers (Hyundai Dealers) are committed to resolving customer concerns quickly and effectively, in accordance with customer rights under our warranties against defects and the Australian Consumer Law (ACL).

This Charter outlines your options and our processes for handling customer concerns.

1. Your Rights

Hyundai’s products come with consumer guarantees that apply automatically under the ACL. In dealing with a customer’s concern, Hyundai and Hyundai Dealers consider whether the customer has any rights under each of Hyundai’s warranties and the ACL consumer guarantees.

2. Steps to Resolve Your Concern

If you have a concern about your Hyundai vehicle, we recommend you follow the steps below.

a) Refer to Frequently Asked Questions

Start by visiting the frequently asked questions section of our website to see if a solution to your issue is listed there.

b) Discuss with Your Hyundai Dealer:

If your issue remains unresolved, contact and discuss your concern with the staff at your Hyundai Dealer.
If you are seeking an ACL remedy, you should liaise with the Hyundai Dealer from which you purchased your Hyundai vehicle. Your Hyundai Dealer will be able to discuss your concern with you, arrange to inspect your Hyundai vehicle to diagnose any issue, assess whether any diagnosed issue with your vehicle is caused by a manufacturing defect, and if you are entitled to an ACL and/or warranty remedy, discuss with you the appropriate remedy in the circumstances.
If unresolved after this process, ask to speak with the General Manager or Dealer Principal.
Hyundai Dealers are best equipped to handle the majority of issues and can often provide prompt assistance or solutions. Hyundai Dealers are best placed to inspect your Hyundai vehicle if necessary, and diagnose any concern.
Hyundai Dealers do not require formal or prior approval from Hyundai to provide you with an ACL remedy (where you are entitled one), however they may choose to consult with us for technical, diagnostic and other feedback.
While Hyundai can help at any stage with queries or provide other advice or assistance, concerns relating to your Hyundai vehicle are easier to solve if you first detail your concern with your Hyundai Dealer, let them inspect your Hyundai vehicle to diagnose or validate any concern, and give them a reasonable opportunity to address it.

c) Contact Hyundai Customer Assistance:

If your concern remains unresolved, you can contact Hyundai’s Customer Care Centre.

Telephone: 1800 186 306 (toll-free)
Email: [email protected]
Customer enquiries form: https://www.hyundai.com/au/en/customer-care/contact-us
The Customer Care Centre operates Monday to Friday from 8:30am to 7:00pm (AEST).
The team at Hyundai’s Customer Care Centre is trained to handle a wide range of queries and will work diligently to investigate and address your concerns.

d) Provide Information:

We will need (at a minimum) the following information about you, your Hyundai Vehicle and the issue or concern:

Your name, address, telephone number and email.
Details of how and when you purchased your Hyundai vehicle (including documents supporting your purchase and the registration papers for your Hyundai vehicle).
Vehicle Identification Number (VIN) and/or registration number.
Vehicle type, age, and approximate kilometres travelled.
Details of your concern and any previous interactions with the Hyundai Dealer/s.
Details of the service & maintenance history of your Hyundai vehicle and whether it is modified in any way, has any non-genuine accessories fitted and/or is damaged in any way (including photos when requested).
Any supporting documents, such as service records or previous correspondence, can help expedite the process.

If you are unable to provide us with any of the above information when we request it, we may be limited in our ability to investigate, consider and assess your concern. This may cause delays in assessing your concern, or otherwise make it impossible for us to do so. We will inform you if this is the case.

3. Complaints Handling Process

a) Initial Contact:

On receiving your complaint, Hyundai will acknowledge it within a reasonable time and advise you of an appropriate timeframe for a review and response.
If there is a delay in reviewing and responding to your concern, we will endeavour to inform you of the reason for the delay and provide an estimated response time.

b) Case Management:

For complex concerns, your case may be escalated to a Case Management Team.
A case manager will be assigned to explain how your case will be progressed.
The case manager will be your primary point of contact and will keep you periodically informed throughout the process.

c) Investigation, Consideration and Assessment:

Hyundai will investigate the circumstances and background of your concern and in doing so engage with you, relevant Hyundai departments and Hyundai Dealer/s to gather relevant information reasonably necessary for Hyundai to consider and assess your concern. Your case manager will ask you for some or all of the information set out above in the ‘Provide Information’ section.
If additional information is needed, Hyundai may contact you or other relevant parties.
More complex issues may take longer to investigate, consider and assess than usual.
You will be kept informed of the progress and any significant delays in the process.

d) Advice of Outcome

When we have concluded investigating, considering and assessing your concern, we will advise you of the outcome of our review of your complaint. Depending on the nature of the concern and our assessment (including as to whether your Hyundai vehicle contains a manufacturing defect), possible outcomes may include liaising with your Hyundai Dealer to facilitate repairs, replacements, refunds, or other remedies you may be entitled to under the ACL and/or Hyundai’s warranties.
Hyundai will always consider a resolution that aligns with your rights under the ACL and Hyundai’s warranties. Where any remedy to which you are entitled under the ACL is from a Hyundai Dealer rather than Hyundai directly, we will work with your Hyundai Dealer to ensure you receive that remedy appropriately.

4. Review of Complaint Outcome

If you are not satisfied with the outcome of your complaint, you may request Hyundai conducts a secondary review, seek legal advice, or approach relevant government bodies including:

ACCC (Australian Competition and Consumer Commission); or
Your Local State or Territory Consumer Affairs Departments or Civil and Administrative Tribunals, including:
Queensland Office of Fair Trading
Consumer Affairs Victoria
Consumer Affairs and Fair Trading Tasmania
ACT Office of Fair Trading
NSW Fair Trading
SA Office of Consumer and Business Services
WA Consumer Protection

Hyundai is committed to ensuring that all complaints are handled fairly and transparently.

5. Hyundai Warranties

In addition to any rights you may have under the ACL, Hyundai provides a number of voluntary manufacturer’s warranties on Hyundai vehicles and products. Find out more about the coverage of these warranties, and the process for making warranty claims here.

Your rights under the ACL are additional and separate to your rights under our warranties, and cannot be excluded. There might be instances where you don’t have a valid warranty claim, but you may be entitled to a remedy under the ACL. In those instances, we are committed to providing you with your remedy under the ACL.

6. ACL Consumer Guarantees

There are a number of different consumer guarantees in the ACL that apply to the supply of Hyundai vehicles and other products. Customers may be entitled to different remedies against Hyundai and Hyundai Dealers where there is a failure of a Hyundai vehicle or product to comply with the consumer guarantees, which will vary depending on the nature of the failure.

You may not be entitled to certain ACL remedies if you purchased your Hyundai vehicle privately or at auction. ACL remedy entitlements can also be affected if your Hyundai vehicle has been damaged (for reasons not related to any manufacturing defect), if the ‘rejection period’ has passed or if you cause or contribute to the concern with your Hyundai vehicle.

Your rights under the consumer guarantees in the ACL cannot be excluded, limited, replaced or removed by any agreement or warranty.

The ACCC has prepared a Fact Sheet which summarises the consumer guarantees in the context of purchasing a new car and the remedies available where consumer guarantees are not complied with. Please read the fact sheet here. The ACCC has also prepared an Industry Guide to the Australian Consumer Law, you can read the Industry Guide here.

Please note, the information in this Section 6 is a summary and does not constitute legal advice. The consumer guarantees, and any applicable exceptions in relation to their application, are subject to more detailed conditions and considerations.

For more information about your rights, visit the ACCC’s website at www.accc.gov.au/consumers/consumer-rights-guarantees.

7. Commitment to Fairness and Efficiency

Hyundai is committed to handling complaints fairly, transparently and efficiently, ensuring that any issue is managed effectively and, where an issue with a Hyundai vehicle or product entitles it, remedies provided in accordance with the ACL. Our goal is to provide a positive customer experience and to continuously improve our products and services based on customer feedback.

8. Continuous Improvement

Hyundai values customer feedback and uses it to improve our products and services. We regularly review our complaint handling processes to ensure they are effective and meet the needs of our customers. Your feedback helps us to identify areas for improvement and to enhance the overall customer experience.

This Customer Charter & Complaints Handling Process is current as at August 2025, and Hyundai reserves the right to amend it at any time.