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Hyundai will review some warranty claims and reboot its complaints system after working with the ACCC to address consumer concerns.
The car maker promised to polish its customer service approach after working with a government body which recently took Holden, Ford and Volkswagen to task over customer rights.
The ACCC says Hyundai made a “court-enforceable undertaking” to notify new customers of their rights, review consumer complaints received in the last 12 months and improve communications with customers.
Hyundai will also examine its complaint handling system, dealer policies and procedures to ensure compliance with consumer laws.
ACCC chair Rod Sims called on other manufacturers “to follow Hyundai’s lead”, while asking the car industry more broadly to “lift its game in handling consumer guarantee complaints”.
“Hyundai worked constructively with us and formally committed to improve their systems to comply with consumer guarantees,” Sims said.
“By putting the consumer law front and centre, Hyundai is seeking to ensure its customers get what they’re legally entitled to when they experience a problem with their vehicle.”
Hyundai Australia chief operation officer Scott Grant said the manufacturer’s voluntary work with the ACCC represents a “constructive and beneficial” approach which will benefit customers.
“Although Hyundai is not perfect – no company can be – we are always striving to improve,” he said.
“We feel it’s important to clearly demonstrate that to the people who buy our cars.
“We have worked with the ACCC in good faith to try to create better outcomes for our customers into the future.
“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.”
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