Hyundai is set to rework the way it responds to customer concerns as part of an overhaul of to its internal procedures developed in conjunction with the Australian Competition and Consumer Comission (ACCC).
Following ACCC findings into the way fellow car brands including Holden, Ford, and Volkswagen have failed to respond appropriately to customer issues, Hyundai has worked to upgrade its internal policies in order to ensure compliance with ACCC and Australian Consumer law guidelines.
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.
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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