Hyundai Australia has promised to boost its compliance with consumer guarantee obligations under the Australian Consumer Law (ACL) after it signed a voluntary undertaking with the Australian Competition and Consumer Commission (ACCC), the country’s corporate watchdog, which had recently identified industry-wide issues with the way in which car manufacturers deals with customer complaints.

Hyundai is the latest automaker that has promised to increase its adherence to consumer law and better inform customers of their legal rights.

Customers who have had car problems in the past 12 months will have their cases reviewed – and car repaired if necessary – as part of the Hyundai’s agreement with the ACCC.

Hyundai will also examine its complaint handling system, dealer policies, and procedures to ensure compliance with consumer laws.

A lot of customers are not aware they have automatic rights under the ACL, regardless of whether a problem with their new car is covered by the automaker’s warranty.


Rod Sims, ACCC chair, called on other automakers “to follow Hyundai’s lead,” while asking the car industry more widely to improve the process of managing consumer concerns.

The ACCC has received about 10, 000 customer complaints in the last couple of years about Hyundai, Ford, Holden, and other automobile companies.

 “Hyundai worked constructively with us and formally committed to improve their systems to comply with consumer guarantees. By putting the consumer law front and center, Hyundai is seeking to ensure its customers get what they’re legally entitled to when they experience a problem with their vehicle,” Sims said.

Scott Grant, Hyundai Australia Chief Operation Officer, said the company’s voluntary work with the ACCC implies a “constructive and beneficial” approach which will benefit customers. He hopes that this undertaking will help show good faith to them.

“Although Hyundai is not perfect – no company can be – we are always striving to improve. We feel it's important to clearly demonstrate that the people who buy our cars,” he said.

“We have worked with the ACCC in good faith to try to create better outcomes for our customers in the future.”

“We see this as being a benefit to all our stakeholders, including 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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