Raising queries, complaints or feedback with Stellantis Australia

Our commitment is to manage your complaints and feedback in a fair, transparent manner, and in compliance with the Australian Consumer Law.

If you are unhappy with your new vehicle, or any parts, accessories, or services bought from us or our dealers, you can submit a query, complaint or feedback to Stellantis Australia by following the steps below.

1. We recommend that you contact your Stellantis Australia dealer in the first instance. Stellantis Australia's dealers are best placed to handle your query promptly and effectively, as they have direct knowledge of your vehicle, transaction and customer history. Many complaints can be resolved quickly on the spot. However, if required, your dealer can assist with further technical assessments and services to resolve issues you may be experiencing with your vehicle. They may also escalate issues to the relevant team at Stellantis Australia for assistance.
2. If the dealer is unable to resolve your concern, please contact Stellantis Australia directly on the details set out at the end of this Charter.
3. If you are not satisfied with the outcome after following the above steps, you can:
   • Seek independent legal advice.
   • Contact the relevant State or Territory consumer regulator, being:
     • Consumer Affairs Victoria;
     • Consumer Affairs and Fair Trading Tasmania;
     • ACT Office of Fair Trading;
     • NSW Fair Trading;
     • SA Office of Consumer and Business Services;
     • WA Consumer Protection; or
     • Northern Territory Consumer Affairs.
   • Contact the ACCC.

If you submit a request to us in writing, you will receive a notification confirming our review of your complaint.

Stellantis Australia warranties

Your new vehicle, parts or any accessories come with warranties that cover the costs of parts and labour needed to repair any manufacturing faults and defects.

You may also be eligible for a range of additional customer benefits and support services, such as capped price servicing for new vehicles and roadside assistance programs.

For further information on warranties and other service benefits that you may be entitled to, as well as full terms and conditions, please refer to your vehicle’s brand website.

Your rights under the Australian Consumer Law

Your new vehicle (and any parts, accessories, or services you purchase from us or our dealers) comes with automatic consumer guarantees under the Australia Consumer Law that cannot be taken away (Consumer Guarantees).

Consumer Guarantees are rights that you have as a consumer to ensure that the goods or services you purchase meet expectations as to quality, purpose, description and repairability.

These rights are additional and apply on top of any manufacturer's warranty or extended warranty you might have. The Consumer Guarantees apply to vehicles for an unspecified but reasonable amount of time.

However, there are some exceptions to claiming under the Consumer Guarantees, such as when you have caused the issue affecting the vehicle, for example, by failing to take reasonable steps to protect and maintain the vehicle or by damaging the vehicle including by using it abnormally. These exceptions are discussed further below.

The Consumer Guarantee rights include that your vehicle must:

• be of acceptable quality (including that it is as safe, durable and free from defects as a reasonable consumer would believe is acceptable);
• be fit for any purpose disclosed before the sale;
• match the description provided or demo model; and
• have spare parts and repair facilities available for a reasonable period of time.

These rights apply regardless of whether or not an independent operator (eg, an independent mechanic that is not part of an authorised Stellantis Australia dealership) services or repairs your vehicle.

Major failures

This type of failure happens when:

• your vehicle cannot be fixed or it is too difficult to fix your vehicle within a reasonable time (eg, your vehicle develops excessive jerking that cannot be resolved);
• if, as a reasonable consumer who was fully aware of the nature and extent of the failure, you would not have bought the vehicle (eg, your vehicle suddenly and unexpectedly loses power due to a manufacturing defect). This can include when your vehicle experiences multiple minor failures, which, when taken together, mean a reasonable consumer fully acquainted with the nature of the vehicle taken as a whole would not have acquired the vehicle;
• the failure prevents you from using your vehicle and it cannot be fixed in a reasonable time (eg, your vehicle is not drivable due to a manufacturing defect and is incapable of being repaired in a reasonable time); or
• the failure creates an unsafe situation (eg, your vehicle has a fault that affects your ability to brake).
  

Type of remedy

• You can ‘reject the vehicle’ (which typically requires you to return it) and choose between a repair, replacement or refund. You should let the supplier who supplied you the vehicle (eg, the dealer) know that you intend to reject the vehicle and explain the reasons why. Alternatively, you can choose to keep the vehicle and seek compensation for a drop in the vehicle’s value.
• You may also be able to recover ‘reasonably foreseeable’ damages for any loss or damage you suffered from the supplier that sold you the vehicle (eg, the dealer), or in some cases from the manufacturer (eg, Stellantis Australia).
  

Minor failures

This type of failure happens when the issue with your vehicle can be fixed, or the problem can be resolved, within a reasonable time (eg, your vehicle’s engine develops a slight rattling noise that doesn’t interfere with its ordinary operation, and can be successfully repaired within a reasonable time).
 

Type of remedy

The supplier that sold you the vehicle (eg, the dealer) can choose to repair or replace your vehicle, or to offer you a refund.

• Any repairs must be done within a reasonable time and without charge.
• However, you may choose the remedy if the repair is not done in a reasonable time. In this case, you may request a free replacement or a refund. You may also seek a repair elsewhere and be able to recover the costs, as well as any ‘reasonably foreseeable’ loss or damage you suffered as a result of the failure, from the supplier that sold you the vehicle (eg, the dealer), or in some cases from the manufacturer (eg, Stellantis Australia).