Complaints Handling Policy

Effective from: 2025-09-15
Published at: 2025-09-15

Sometimes you may encounter issues with your vehicle, or you may have a concern or query that cannot be addressed by an Authorised Volvo Car dealer. You can make a complaint to us if you are not satisfied with any of our products or services, or the conduct of our employees or authorised dealers.

Our team of Customer Relations Consultants are here to help you. This charter sets out what you need to know if you want to make a complaint to us.

How can I make a complaint?

You can make a complaint using any one of the channels below: 

Is there a fee for complaints handling?

No. We will not charge you to make a complaint.

Can someone make a complaint on my behalf?

Yes. You may nominate in writing a representative to make and handle a complaint on your behalf.

What information do I need to provide when making a complaint?

When contacting us, it helps us to identify and resolve your issue if you include the following details:

• Your name, phone number and email address
• Your Volvo “vehicle identification number” (VIN).
• Your registration licence plate number.
• Model, variant and model year details of your vehicle.
• An overview of the issue you are experiencing, including:
• Brief summary of your concern.Please include any relevant dates, times, locations, reference numbers or documents;
• Whether your complaint relates to the Internet Service in your vehicle;
• Whether you have made a complaint about this matter with your Volvo dealer and, if so, details of the Volvo dealer and who at the dealer dealt with your complaint, and what the outcome was; and
• What outcome you are seeking.
• Whether the vehicle has been inspected by a Volvo Car dealer and the details of that inspection.
• Whether you have any communication needs or preferences.
• Any other information you think is relevant for us.

Depending on your issue, our Customer Relations Team may request further information from you.

What if I need support or a representative or an advocate to assist with my complaint?

The representative you appoint may be an Advocate or an Authorised Representative. If you appoint an Advocate, they do not have the power to act on your behalf or access your information unless you are present and agree, or unless the Advocate is also your Authorised Representative. If you appoint an Authorised Representative they will have the power to act on your behalf.

What process will Volvo Car Australia follow to address my complaint?

Upon receipt of your complaint, Volvo Car Australia will:

• Promptly acknowledge receipt of your complaint.While response times can vary, we aim to provide this acknowledgement immediately in the case of complaints made by telephone and within two (2) business days of complaints received by post or email.

• Use our best efforts to resolve each complaint at the first point of contact with Volvo Car Australia.
• Investigate the complaint if it cannot be immediately resolved.We will provide you with a unique reference number, the name of the Case Manager who will assist in resolving the complaint and how to contact them, and an estimated time for resolution.
• Advise you of the outcome of our process.We will explain:
• The actions which were taken by us to assess, investigate and respond to your complaint; and
• The outcome of our investigation, including the resolution (if any) that we will offer to you.

What can I expect as part of the complaints handling process?

• Timely communication from our Customer Relations Team, including prompt acknowledgement of your complaint, an expected timeframe for resolution of your complaint and updates if there are any delays to this timeframe.
• Being treated with respect.
• Having your complaint dealt with impartially and based on merit, and resolved in accordance with all relevant laws, including any rights you may have under the consumer guarantees provided under the Australian Consumer Law and any applicable Volvo warranty.For further information, please see https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees
• An opportunity to provide us with feedback about how we managed your complaint.

What if I am not happy with the solution or outcome proposed by Volvo Car Australia?

If you are not satisfied with the outcome of a complaint to Volvo Car Australia, you may request that your complaint be escalated within Volvo Car Australia for further review, seek legal advice or make a complaint to If your complaint relates to the vehicle’s Internet Service you can contact the Telecommunication Industry Ombudsman (TIO).  The TIO contact details are available here:  https://www.tio.com.au/complaints.  We will not cancel a customer’s Internet Service where a customer pursues any option for external dispute resolution.

What are my rights to privacy in relation to my complaint?When you make a complaint, we will need some personal details from you in order to properly respond to your complaint.  We will always collect, store, use and disclose your personal information in accordance with our Privacy Policy, which can be viewed at: https://www.volvocars.com/au/legal/privacy/privacy-customer-privacy-policy