Feedback

At Volkswagen Financial Services Australia we pride ourselves on providing exceptional service and great products to all our customers.

We believe that our consumers have the right to efficient, honest, and fair treatment in their dealings with us. We welcome your feedback, particularly if something goes wrong.

To provide feedback or make a complaint

Your first point of contact for raising a complaint and feedback is with our customer resolutions team. They will endeavour to address your concerns and resolve your dispute.

How to contact the Customer Resolutions Team:

• Email: feedback@vwfs.com.au
• Phone: 1300 734 567
  Monday – Friday, 9am – 5pm (AEST)
  If you are overseas, please call: +61 2 9695 6311
  Select Option 1 
• Mail: Locked Bag 4002, Chullora NSW 2190  

What if I’m not satisfied?

In the unlikely event that you're not satisfied or disagree with our decision or suggested resolution, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):

M: Australian Financial Complaints Authority
GPO BOX 3, Melbourne VIC 3001

P: 1800 931 678 (Free call)
E: info@afca.org.au
W: www.afca.org.au

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Do you need additional assistance?

If you are hearing impaired, we can assist you in seeking assistance to relay your conversation. If English is not your first language and you do not feel comfortable using English to do business with us, we may be able to offer you the services of one of our multilingual employees. Alternatively, we can arrange to speak to a translator who can be provided by the Department of Home Affairs for example. There is a fee for this government service. Please refer to the Translating and Interpreting Service (TIS) website at www.tisnational.gov.au.