New strategy will more closely align the brand's customer guarantees with Australian Consumer Law
Hyundai Australia has engaged in a voluntary undertaking with the Australia Competition and Consumer Commission (ACCC), as it attempts to more closely adhere with Australian Consumer Law when dealing with customer complaints.
The move comes as part of the ACCC's wider investigation into customer service in the automotive industry, which has already seen Holden accept and initiate changes to the way it deals with wronged customers.
Hyundai says its action is not a result of customer complaints, but rather a voluntary cooperation with the ACCC's investigations, as the commission looks into how manufacturers handle complaints under Australian Consumer Law.
“Through our new car retail market study, we identified industry-wide issues with the way car manufacturers were handling consumer guarantee complaints, said ACCC chairman, Rod Sims.
"The Australian Consumer Law provides automatic rights to consumers and imposes obligations on manufacturers and dealers that cannot be excluded, restricted or modified."
Hyundai Australia chief operating officer, Scott Grant, said the company was working in "good faith" with the ACCC.
"We see this as being a benefit to all of our stakeholders, including the Hyundai dealer network – it will add momentum to what we’re doing and is consistent with our desire to be Australia’s most-loved car company," he said.
As part of its court-enforceable undertaking with the ACCC, Hyundai has agreed to:
- Notify all new customers of their rights in relation to the statutory consumer guarantees.
- Review relevant complaints received in the last 12 months
- Review its complaint handling system to ensure consumer rights are accurately considered, and consumers are provided with written reasons when a remedy is declined
- Review its dealer policies and procedures to ensure they comply with the ACL, including in circumstances where vehicles experience a fault within a short period after purchase
- Provide consumers with the ability to obtain information online about any technical and/or safety issues with their vehicle and any available remedies.