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Holden Customer Service Charter
Your safety, first class customer experiences and product satisfaction are our commitment to you. Holden and its Service and Parts network are committed to resolving customer concerns in accordance with your rights under the consumer guarantees in the Australian Consumer Law (ACL). This charter sets out information and direction to our customers, Service and Parts Operations network and their employees on our service standards and options you may have in relation to your Holden vehicle or parts.
Our Authorised Service and Parts Network
We carefully choose skilled and experienced motor trade professionals to become members of our authorised Service and Parts Operations network. Our Service and Parts Operations network is available in key locations around the country for your convenience.
Our Customer Service Experience
Holden is committed to complying with consumer guarantees provided in the Australian Consumer Law. These guarantees may continue after the Holden New Vehicle Warranty.
We commit to responding as quickly as possible, ideally within one business day, to any enquiry through our phone, email, website, social media, and our Holden Service and Parts network
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
We are committed to open and transparent communication with our customers.
We will be consistent in all our communications, either through our Service and Parts Operations network or Holden Customer Care. We clarify your concern and explain how we will help you in plain language
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, Service and Parts Operations and customers fairly
We create an inclusive culture for all employees, Service and Parts Operations and customers
If you have a concern with your Holden products or services
Regardless of whether your vehicle is within or outside of your Holden Voluntary Warranty you may have rights for a remedy under the consumer guarantees in the Australian Consumer Law.
For further information about your rights under the consumer guarantees, refer to the ACCC’s website https://www.accc.gov.au/consumers/consumer-rights-guarantees
- Discuss your concern with your Service or Parts outlet. Our Service and Parts Operations are equipped to handle your concern and, in most cases, can quickly resolve your concern. Ensure to tell them exactly what you are after.
- If your concern is not resolved to your satisfaction you can ask to speak with the General Manager or the Service Operator at your service or parts outlet. They are generally responsible for the overall operation of the business and can also raise your concern directly with Holden if required.
- In the situation where your concern remains unresolved you can communicate directly with Holden Customer Care using the following:
By Telephone at 1800 GM HOLDEN (1800 46 465 336)
Monday - Friday: 8 am - 6 pm AEST
You can also contact us via email at holdencustomercare@gm.com
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 Service and Parts Operation you have presented your vehicle to
5. Details of your concern; what have you experienced and the outcome you are seeking
Acknowledgement of your enquiry?
We will acknowledge receipt of your enquiry promptly, and preferably within 1 business day.
Recalls
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.
Contact us if you believe we have made an error or acted inappropriately or wish to make a complaint.
