Customer Complaints

What to expect (response times)

When contacting Škoda with a complaint you can expect to receive acknowledgement of your concerns within 24 hours or the next business day, whichever comes first.

Škoda Australia is committed to communicating openly with its customers to ensure they receive regular updates on the progress of a complaint.

Our investigation and review

Part of the complaint handling process includes reviewing a number of key components and liaising with internal stakeholders and our Dealer Network. Škoda will identify whether the complaint stems from a manufacturing issue, a workmanship concern or a wear and tear matter.

Outcomes

Upon completing an investigation, Škoda will contact you to advise of the outcome of your complaint. Škoda will provide you with the following details of the investigation:

• the outcome and any action to be taken by Škoda;
  
• the reasoning for Škoda’s decision; and
  
• any options for further review that may be available to you.
  

Once an outcome has been communicated to you, you may elect to receive the details of the outcome in writing. Škoda will retain records of your complaint and the process undertaken to manage your complaint.

Not satisfied with the outcome? You have rights

Škoda Australia is committed to complying with the Australian Consumer Law. Our vehicles’ come with guarantees that cannot be excluded under the Australian Consumer Law under which Škoda Australia guarantees to consumers that its vehicles will:

• be fit for any purpose that Škoda Australia makes known to a consumer, or any purpose the consumer makes known to Škoda Australia;
  
• be safe, long lasting and free from defects;
  
• be of acceptable quality and finish;
  
• match any description given or demonstration model used; and
  
• have spare parts and repair facilities available for a reasonable time after purchase, unless Škoda Australia informs the consumer otherwise.
  

If Škoda Australia fails to meet any of these guarantees, a consumer may be entitled to a repair, replacement or refund from Škoda Australia under the Australian Consumer Law. If there is a major failure in relation to the above guarantees, consumers are entitled to choose between a replacement, refund or compensation rights if they desire. Where the failure is not a major failure, Škoda Australia may choose to repair the vehicle of a consumer, rather than providing a replacement or refund.

Further review of your complaint

If you are not happy with the outcome of your complaint, you may seek the following internal and external review opportunities;

Škoda Australia

You are entitled to have your complaint escalated to a Manager for further review and outcomes can be placed in writing from a Senior Manager where requested and appropriate.

You may also contact the following government bodies;

Federal level

• Australian Competition and Consumer Commission (ACCC)
  

State level

• ACT: Access Canberra
  
• NSW: NSW Fair Trading
  
• NT: Office of Consumer Affairs
  
• QLD: Office of Fair Trading
  
• SA: Consumer and Business Services
  
• TAS: Consumer Affairs and Fair Trading
  
• VIC: Consumer Affairs Victoria
  
• WA: Department of Commerce – Consumer Protection