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 AEST.

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

What information will you need to raise a concern?

  1. Your name, address, phone number and email
  2. Vehicle Identification Number(VIN) and/or registration number
  3. Vehicle kilometres
  4. Name of Holden dealer you have presented your vehicle to
  5. Details of your concern; what have you experienced?

Acknowledgement of your complaint?

We will acknowledge receipt of your complaint promptly, and preferably within 1 business day.

How do we look after your complaint?

Your complaint will be assigned to a Holden Customer Care Advisor who will collate the information supplied by you and may ask you for additional information to assist in the investigation and resolution of your complaint. We may also need to contact your Holden dealer to obtain information from them and where appropriate, will involve internal Holden stakeholders to assist in the investigation of your complaint.

Following consideration of your complaint and any investigation, we will contact you to advise:

  • the outcome of your complaint and any action to be taken (verbally or in writing)
  • the reason/s for our decision
  • the remedy or resolution/s appropriate for your complaint, and
  • any options for review that may be available to you, such as internal or external review

We will retain comprehensive records of your complaint:

  • how we managed your complaint
  • the outcome of your complaint, any recommendations made to address concerns identified and any decisions made, and
  • any outstanding actions that need to be followed up

We will ensure that outcomes are properly implemented and monitored.

How long will it take to resolve my complaint?

We will always endeavour to resolve your complaint, as quickly as possible however, there may be times that the process takes a little longer than we would anticipate. We are committed to transparent communication and will ensure you receive regular updates on the progress with your complaint.

Alternate avenues if you are not satisfied with the outcome of your complaint

Internal

In the event you are not satisified with the outcome of your complaint, you may request for this to be reviewed by a Customer Care Team Leader. The Team Leader will fully review your complaint and the investigation undertaken and will then contact you to either confirm the original outcome or to offer an alternative resolution.

External

You may choose to initiate a review of your complaint externally of Holden and if you choose, can contact:

  • Consumer Affairs Victoria
  • Consumer Affairs and Fair Trading Tasmania
  • ACT Office of Fair Trading
  • NSW Fair Trading
  • SA Office of Consumer and Business Services
  • WA Consumer Protection
  • Local State or Territory Small Claims Tribunal
  • ACCC (Australian Competition and Consumer Commission)
  • ASIC (Australian Securities & Investments Commission)

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.

Holden’s 60-Day Policy

The Policy and Customer Eligibility

You could be eligible to make a claim under the 60 Day Policy if you experience a defect with your new Holden vehicle that occurs within a period of 60 days from the date of purchase with the defect causing your vehicle to become immobile and no longer driveable (eg. engine failure, transmission failure).

Holden will offer you a refund, replacement or repair of your vehicle (your choice) without the need for you to demonstrate a major failure with your vehicle provided that you notified Holden, or a Holden dealer, of the defect with your new vehicle within 65 days of purchase, you have not damaged your vehicle or caused the defect and did not fail to take reasonable steps to prevent the defect from occurring.

In addition to this, Holden or the dealer has been given a reasonable opportunity by you to determine the reason of the defect and you did not acquire the vehicle for the purpose of re-supply, such as in the case of a fleet customer.

Exclusions to the 60-Day Policy

  1. Dealer demonstrator vehicles on the basis that they are not 'new vehicles'.
  2. A vehicle with an issue that was caused by the customer.
  3. A vehicle that has sustained damage since purchase.
  4. A vehicle that has been modified from its original specification and cannot be reversed without damaging the vehicle e.g. non-genuine aftermarket suspension components or non-genuine aftermarket engine performance upgrade.
  5. A vehicle that has been purchased for the reason of resupply, such as in the case of a fleet customer. Individual customers who have acquired a re-supplied vehicle from, for example a fleet company, will not be precluded from making a claim should they otherwise meet the requirements under the 60-Day Policy.

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.