Thank you for choosing Ford and welcome to our family.

Together with our nation-wide dealer network, we want to ensure your satisfaction with all aspects of

the ongoing service you receive. With that in mind, we have developed a range of services to help you

make the most of your ownership experience.

In instances where things don’t go to plan, this includes a clear procedure for the handling of any

complaints. We are committed to ensuring that complaints are handled fairly, efficiently and transparently.

We have a Customer Assistance Action Process to assist you to make a complaint and exercise any

rights you may have under the Australian Consumer Law (ACL). This process is explained in detail in our

Customer Service Charter, which can be found on

Your vehicle comes with guarantees covered by the Australian Consumer Law, which cannot be restricted

or excluded. Attached to this letter is a short guide produced by the ACCC which sets out your rights under

the consumer guarantees and possible remedies available to you if your vehicle fails to meet the consumer

guarantees. You can find more information about your rights by reviewing our Customer Charter and by

visiting the ACCC’s website

If you have any concerns about your vehicle, please contact your preferred Ford dealer or Ford’s Customer

Relationship Centre by email at, or by phone at 13 FORD (13 3673) for assistance.

Yours faithfully,



Kay Hart – Ford Australia President and CEO

 Ford Motor Company of Australia Limited