BMW Australia Customer Complaints Process.

BMW Australia is committed to providing products and services of the highest standard. However, we do understand that sometimes things do not go as planned.  If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent manner.

If your complaint relates to a finance agreement with BMW Financial Services, please click here for details on our Financial Services complaint handling procedure.

Step 1:  Discuss with your BMW Dealer.

If there is a concern with your vehicle or the service you have received at your authorised BMW Dealer, please raise this with them directly and they will do their best to resolve your complaint.

Our Dealer’s highly trained technicians, sales and service teams are best placed to address your concerns and if required, will contact us directly on your behalf.

Step 2: Contact BMW Group Australia.

If you’ve approached your Dealer and something is still not right, let us know how we can help.

Tel: 133 BMW

Alternatively, submit an enquiry via this Contact Us Form and one of our consultants will be in touch.

Our Customer Care team is available Monday to Friday (excluding public holidays) from 8:30am to 8:30pm (AEST).

To help us investigate and try to resolve your complaint, please provide us with the following information:

1.     Your full name and address

2.     Your contact details

3.     Vehicle registration or Vehicle Identification Number (VIN), if applicable

4.     A clear description of your complaint (including the name of your BMW Dealer, if applicable)

5.     What you would like us to do to rectify the situation

6.     Where relevant, copies of any supporting documentation

Our commitment to you:

• We will provide a case number following the receipt of your complaint and this should be used in any further communication on the complaint.
• We will investigate your complaint and provide a fair response based on the information available to us, and in accordance with your rights under any applicable BMW Supplementary Warranty and all applicable laws including the Privacy Act and the Australian Consumer Law.
• In some cases, we’ll need to contact your Dealer for more information. If appropriate, we may refer the complaint directly to them for information or action.
• We will do our best to resolve your complaint quickly and aim to resolve your complaints within 5 business days.
• More complex complaints may take longer but we will keep you updated throughout the process.
• We will make sure to provide a clear explanation for our decision.
• We will handle your personal information in accordance with our Privacy Policy.