Thanks for being part of the Ford family. We are proud of our global family of products, of the passion they ignite and the journeys they inspire. Nothing is more important to us than ensuring your safety and enjoyment each time you get behind the wheel of one of our cars and we are committed to delivering quality products and services to you.
To download a copy of our Customer Service Charter please click here
Together with our comprehensive, nation-wide dealer network, we have designed a range of service benefits to help you get the most from your Ford ownership experience. Central to this is delivering services that are convenient, reliable and transparent because that’s what service should be.
1.1 Ford Express New Vehicle Warranty
Your new Ford comes with a Ford Express New Warranty for added peace of mindFord_Australia_Customer_Service_Charter-1 .
1.2 Parts and Accessories Warranties
Your vehicle may come with accessories.
There are two types of accessories – Ford Accessories and Third Party Accessories.
Ford Accessories are manufactured by Ford or Ford-branded or otherwise endorsed by Ford as Ford Licensed Accessories. Ford Accessories are backed by our full Ford Warranty of up to 5 Years Unlimited kilometres when fitted to your new vehicle by our Ford factory-trained technicians prior to delivery.
Ford Accessories purchased after delivery come with a Ford Express Parts and Accessories Warranty for:
If you encounter a problem with a Ford Accessory this Customer Service Charter sets out how to raise a complaint with Ford or a Ford dealer.
Third Party Accessories are accessories that are not manufactured by Ford, Ford-branded or otherwise endorsed by Ford as Ford Genuine Accessories. The manufacturer of any Third Party Accessory you purchase may provide a manufacturer's warranty. If you have a concern with a Third Party Accessory you should contact the person who supplied that accessory to you (this may be a Ford dealer) or the manufacturer.
1.3 Peace of Mind Inspection
Once you’ve purchased a new Ford and have spent time with your vehicle, we offer you a complimentary ‘Peace of Mind’ service inspection after 3,000kms, or 2 months (whichever is first), to ensure everything is as it should beFord_Australia_Customer_Service_Charter-2.
The inspection involves taking a look at a number of different areas of your Ford as well as helping you understand how to use some of the features in your new Ford if you are unsure.
1.4 Servicing with your Ford Dealer
When you service with our dealer network, you can feel at ease knowing that your vehicle is being serviced by factory trained technicians using specialised diagnostic equipment. After all, nobody knows your Ford better than we do.
1.5 Service Price Calculator
With Ford’s Service Price Calculator, eligible customers can calculate the price they will pay for a General Service. Quotes are valid for 30 days at participating Ford DealersFord_Australia_Customer_Service_Charter-3.
1.6 Service Loan Car Program
Our Service Loan Car Program will minimise the inconvenience of servicing and keep you moving. All you need to do is book a loan car when you book your next scheduled service at participating DealersAvailable at participating Dealers. Excludes Platinum Fleet customers.
1.7 Ford National Roadside Assistance & Auto Club Lifestyle Membership
If you are a Retail or Small Business customer (Fleet less than 5 vehicles only) until your vehicle reaches 7 years of age, each time you complete a General Service at a participating Ford Dealer, you’ll receive Ford National Roadside Assistance and Auto Club Lifestyle Membership for up to 12 months from the date of the eligible serviceCustomers must comply. Large Fleet (5 vehicles or more) and Government customers are eligible to have Ford National Roadside Assistance cover added, upon request at a participating Ford Dealer at sale and following each eligible Scheduled Service.
1.8 Sat Nav Map Updates
With the latest map data available for your Satellite Navigation system, you can be sure to stay on track and reach your destination with ease. Where your vehicle is equipped with SYNC® 2,3 & 3.2 Satellite Navigation and you complete your vehicle’s scheduled servicing with a participating Ford Dealer you may receive yearly map updates where available for up to 7 years (but no later than 30 September 2024) Customers must comply with scheduled servicing intervals..
1.9 Vehicle Report Card
Each time you leave your vehicle with a participating Ford Dealership for your General service, you can look forward to receiving a Vehicle Report CardVheicle-report-card - a comprehensive health check summary of your vehicle’s key wear and tear parts and systems. Using an easy-to-follow rating system, the Vehicle Report Card helps you keep track of what needs attention now, and what may require monitoring, so you always know how your Ford is travelling.
1.10 Intelligent Oil Life Monitoring
The way you drive can have a significant impact on how often your oil needs changing. The Intelligent Oil Life Monitor (IOLM) in Ford vehicles is a smart system that monitors oil levels and alerts you with a message in the instrument cluster when the oil needs changing.
If you have a complaint, we are committed to ensuring that your complaint is handled fairly, efficiently and transparently and in compliance with our obligations under the Australian Consumer Law (ACL).
We have a Customer Assistance Action Process to assist you to make a complaint and exercise any rights you may have under the ACL.
Customer Assistance Action Process:
Ford is committed to complying with the ACL including the consumer guarantees. This Charter provides a summary of your main entitlements under the ACL consumer guarantees as they relate to Ford vehicles and (as described above) outlines our processes for handling customer complaints in line with our ACL obligations.
You can find more information about your rights by visiting the ACCC’s website www.accc.gov.au/consumerguarantees.
Under Australian law, when you buy products and services they come with automatic guarantees that they will work and do what you asked for, under what is referred to as Australia’s consumer guarantee rights.
If something goes wrong with your vehicle, you may be entitled to a remedy under the consumer guarantees as well as the manufacturer’s warranty or any extended warranty you might have.
Your statutory consumer guarantee rights cannot be replaced, limited or removed by any agreement, contract or warranty, or made subject to non-disclosure conditions.
They apply to vehicles for an unspecified but reasonable time, and are subject to certain exceptions (eg. if the reason for the damage is abnormal consumer use).
These rights include that your vehicle must:
These rights apply regardless of whether or not an independent operator (eg. a non-Ford dealer) services or repairs your vehicle.
Further details regarding the consumer guarantees are summarised in the following table.
| ACL consumer guarantees | |
Dealer guarantees relating to Ford vehicles
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Ford manufacturer guarantees relating to Ford vehicles
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*'Acceptable quality' A vehicle is of acceptable quality if it is as safe, durable, free from defects, acceptable in appearance and finish and does everything that it is commonly used for as a reasonable consumer fully acquainted with the state and condition of the vehicle would regard as acceptable. |
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If your vehicle fails to meet the consumer guarantees
If your vehicle fails to meet a consumer guarantee, you have rights against whoever supplied you the vehicle (eg. the dealer), and in some cases against the manufacturer (eg. Ford). In particular, you may be entitled to a repair, replacement, refund or compensation for a drop in the vehicle’s value if your vehicle fails to meet the consumer guarantees. The remedy you are entitled to, and who chooses the remedy, will depend on whether the failure is major or minor.
Major failures
This type of failure happens when:
Type of remedy
Minor failures
This type of failure happens when:
Type of remedy
Lastly, in addition to complying with these obligations under the consumer guarantees, Ford and dealers must not mislead you, as to your rights under the consumer guarantees or in relation to a Ford vehicle.
Where the Consumer Guarantees do not apply
The consumer guarantees are subject to certain exceptions. For example:
Manufacturers and dealers must honour your consumer guarantee rights regardless of any commercial warranties they give to you or sell you.
Rights you have under Ford’s Express New Vehicle Warranty and any extended warranty which you may have purchased or been given are in addition to your rights under the ACL.
This means that if there has been a breach of the consumer guarantees, you may still be entitled to a repair, a refund or a replacement vehicle, compensation for drop in value or compensation for reasonably foreseeable loss or damage whether or not the vehicle is within or outside the manufacturer’s warranty.
As a reminder, you can find more information about your rights by visiting the ACCC’s website www.accc.gov.au/consumerguarantees.