Holden Customer Service Charter

This charter sets out information and direction to our customers, dealers and employees on our service standards and feedback mechanisms. Holden encourages customer feedback to continuously improve the quality of services we provide.

Our Authorised Dealer Network

We carefully choose skilled and experienced motor trade professionals to become members of our authorised network of dealers and service centres.

Your Holden dealer should be your first point of contact, if your complaint relates to a concern with the operation of your vehicle or a service provided by your dealer that has not met your expectations. Where your dealer is unable to resolve the matter, please contact Holden Customer Care using any of the contact methods listed below.

Who are we and what do we do?

Our customer charter is part of our commitment to deliver a market leading customer experience. Whether you need to contact us regarding a concern with your Holden, have a question regarding your treasured classic or just looking for your nearest Holden Dealership, our skilled customer care team will provide quality consistent information, support, advice and assistance to help you.

We continually look to improve our response and processes, finding solutions for customers through our dealers.

We also understand the passion of owning a Holden and are equally passionate about being the market leader in customer experience.

Our Customer Service Principles

Responsiveness

We commit to responding as quickly as possible, but within one business day, to any enquiry through our phone, email, social media, web, chat services, and our Holden dealer network.

Quality Service

We are committed to providing high quality products and market leading customer experiences. If you believe we have not met this commitment, please contact us.

Privacy

We recognise the importance of protecting your privacy. We also appreciate that individuals are concerned about the security of their personal information and we are committed to protecting the personal information that we hold. Our "Privacy Policy" link is available on Holden's website homepage, at www.holden.com.au.

Transparency

We are committed to open and transparent communication with our customers.

In particular:

  • We will explain the benefits of our new vehicle voluntary warranty in addition to your statutory rights and remedies available under the Australian Consumer Law
  • We will be consistent in all our communications, either through our dealer network or Holden Customer Care.

Professionalism

  • We clarify your concern and explain how we will help you in plain language
  • We are open and approachable
  • We are clear about reasons for our decisions and advice
  • We let you know when you can reasonably expect an outcome

We promote equality and diversity

  • We treat all employees, dealers and customers fairly
  • We create an inclusive culture for all employees, dealers and customers

Your rights under the Australian Consumer Law

Holden is committed to complying with the Australian Consumer Law. Our vehicles come with guarantees covered by the Australian Consumer Law under which Holden guarantees that its vehicles will:

  • be free of defects;
  • do what they are meant to do;
  • be safe, durable and acceptable in appearance and finish;
  • be fit for any particular purpose that the consumer makes known to Holden; and
  • comply with any description given or any demonstration model used.

If Holden fails to meet these guarantees in relation to your vehicle, you may be entitled to a repair, replacement or refund from Holden under the Australian Consumer Law, depending on the circumstances. If there is a major failure, you are entitled to choose the remedy. If there is a minor failure, Holden can choose the remedy. You may also be entitled to compensation for other reasonable losses caused by the breach of a consumer guarantee.

If your local Holden dealer has been unable to resolve your enquiry, you can use the following methods to raise a concern, or make a complaint to Holden Customer Care:

By Telephone at 1800 GM HOLDEN (1800 46 465 336)

Monday - Friday: 8 am - 7 pm and Saturday: 9 am - 1 pm AEST.

You can also contact us via email holdencustomercare@gm.com or through our social media and chat support channels for your added convenience.

How can I find out about whether my Holden is subject to a Safety Recall or Customer Satisfaction campaign?

Please contact Holden Customer Care to request information about whether your Holden has been the subject of a safety recall or whether Holden has undertaken a customer satisfaction campaign for your type of vehicle and details of any field actions taken. You can also access the warranty transaction history for your vehicle by contacting Holden Customer Care.

To allow us to help, we will require ownership verification through the following security questions

  • Vehicle Identification Number (VIN) and/or registration number

Plus, three out of the four items below

  • Model Type i.e. Equinox
  • Model Year i.e. 2018
  • Vehicle Colour i.e. White
  • Transmission Type i.e. Automatic

Once ownership verification has been completed, our customer care team will provide you with any information relating to a safety recall or customer satisfaction campaign, field actions and/or warranty transaction history relevant to your Holden - and can confirm if field actions have been completed in pdf version by email or by mail.

Please help us continuously improve

Provide us with open, honest, constructive feedback on our service.

Contact us if you believe we have made an error or acted inappropriately, or wish to make a complaint.

Holden New Zealand Dealers

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