How to reach us
Speaking with ŠKODA Australia has never been easier. If there is something about our products or services that you are not happy with, we will work with you to resolve your concerns quickly through a number of different communication channels.
You may email us at email@example.com or call our Customer Experience Contact Centre on 1800 607 822 between 8.30 am and 8:00 pm Monday to Friday (AEST), submit an online web form here , or reach out to us via our social media channels below:
What to expect (response times)
When contacting ŠKODA with a complaint you can expect to receive acknowledgement of your concerns within 24 hours or the next business day, whichever comes first.
ŠKODA Australia is committed to communicating openly with its customers to ensure they receive regular updates on the progress of a complaint.
Our investigation and review
Part of the complaint handling process includes reviewing a number of key components and liaising with internal stakeholders and our Dealer Network. ŠKODA will identify whether the complaint stems from a manufacturing issue, a workmanship concern or a wear and tear matter.
Upon completing an investigation, ŠKODA will contact you to advise of the outcome of your complaint. ŠKODA will provide you with the following details of the investigation:
Once an outcome has been communicated to you, you may elect to receive the details of the outcome in writing. ŠKODA will retain records of your complaint and the process undertaken to manage your complaint.
Not satisfied with the outcome? You have rights
ŠKODA Australia is committed to complying with the Australian Consumer Law. Our vehicles’ come with guarantees that cannot be excluded under the Australian Consumer Law under which ŠKODA Australia guarantees to consumers that its vehicles will:
If ŠKODA Australia fails to meet any of these guarantees, a consumer may be entitled to a repair, replacement or refund from ŠKODA Australia under the Australian Consumer Law. If there is a major failure in relation to the above guarantees, consumers are entitled to choose between a replacement, refund or compensation rights if they desire. Where the failure is not a major failure, ŠKODA Australia may choose to repair the vehicle of a consumer, rather than providing a replacement or refund.
Further review of your complaint
If you are not happy with the outcome of your complaint, you may seek the following internal and external review opportunities;
You are entitled to have your complaint escalated to a Manager for further review and outcomes can be placed in writing from a Senior Manager where requested and appropriate.
You may also contact the following government bodies;
ŠKODA 60-Day Policy
If your vehicle suffers a manufacturing defect that renders the vehicle immobile and no longer driveable within 60 days of the date of the purchase, ŠKODA Australia will allow you choose either a refund, replacement or repair of your vehicle without having to prove that a major failure occurred, provided that: