Service

EVDealer Group Complaints Handling Policy

Drive with confidence

Customer Support

At EVDealer Group, we are committed to delivering vehicles and services of the highest standard. Still, we recognise that sometimes things don’t go as planned. If you are dissatisfied in any way, we’ll work with you to resolve the issue fairly, transparently, and as quickly as possible.

Step 1: Speak with Your EVDealer Group Team

Most concerns can be resolved quickly by contacting your local EVDealer Group team directly. Whether your matter relates to your vehicle, service, or sales experience, your Dealer is best placed to assist and may liaise with us on your behalf if required.

Step 2: Contact EVDealer Group Customer Care

If your concern has not been resolved at the Dealer level, or you are experiencing delays, you may escalate your issue to EVDealer Group’s Customer Care team.

Contact details

To help us investigate, please provide:

  • Your full name, address, and contact details
  • Your vehicle registration or VIN
  • A clear description of the issue, including Dealer details if relevant
  • Copies of any supporting documents (e.g. invoices, emails)

What You Can Expect from Us

  • Acknowledgment: We will endeavour to confirm receipt of your complaint within 2 business days and provide a case number.
  • Investigation: We will review the details, contact the Dealer or other departments if needed, and aim to resolve straightforward complaints within 5 business days.
  • Updates: If more time is required for complex matters, we will keep you informed of progress.
  • Outcome: We will explain our findings clearly and fairly and confirm any next steps.
  • Your Rights: All complaints are managed in line with the Australian Consumer Law and our Privacy Policy.

Step 3: Escalate to BYD Australia

If your concern has not been resolved to your satisfaction by your local dealership or EVDealer Group, you may escalate the matter to BYD Australia's Customer Care Centre.

Contact details


Further Assistance

If your concern remains unresolved after following the above steps, you may contact your State or Territory Consumer Protection agency for further support.