Volkswagen Australia

At Volkswagen Group Australia, our priority is to ensure the health and safety of our people – in our offices, showrooms, and beyond. Some of the measures we are taking to do our part include instituting a work from home policy for our office staff, recommending heightened sanitization protocols across our showrooms, and working with dealerships across Australia to find ways to continue to serve the Volkswagen community as safely as possible. Volkswagen is closely monitoring the evolving situation and will continue to follow guidelines set out by our government and health agencies.

Volkswagen roadside assistance remains open 24/7 for your any emergency service requirements. They can be reached at 1800 637 181.

Due to the current COVID-19 situation, some dealerships and service departments in effected states may be closed temporarily or have restricted opening hours. We recommend calling your local dealer to understand their hours of operation.

Find your dealer

The health of customers and staff is our priority. In the matter of vehicle preparation and handovers Volkswagen Australia has recommended exemplary cleaning procedures to its Dealers. This involves the use of alcohol based disinfectants and emphasises cleaning the most commonly touched surfaces:

•  Door handles (interior and exterior) and interior door pulls
• Window switches / handles
  
• Steering wheel
• Gear shift knobs and levers
• In-car controls and knobs (entertainment units and similar)
• Seat belts and buckles
• Centre consoles
• Boot handles / releases
• Fuel releases / flaps
• Staff wear disposable nitrile gloves and facemasks during this process
  

The situation is different in some states due to the current State and Federal Government COVID-19 restrictions. We recommend calling your local dealer to understand their hours of operation.

Find your dealer.

If your vehicle is unable to be serviced Volkswagen Dealers will endeavour to contact you to arrange a new appointment time.

If you have made an online appointment, you can rebook an alternative time without needing to contact the Dealer. Simply click the ‘Manage my booking’ button in the appointment confirmation email and follow the steps to choose a new appointment time.

As a first step, we recommend you check the owner’s manual for information.

If you require additional assistance, please contact your local Volkswagen Dealer or contact the Volkswagen Experience Contact Centre on 1800 607 822.

If you require breakdown assistance, please contact Volkswagen Roadside Assist on 1800 637 181.

Volkswagen Dealers will endeavour to contact you to arrange a new appointment time.

If you have made an online appointment, you can rebook an alternative time without needing to contact the Dealer. Simply click the ‘Manage my booking’ button in the appointment confirmation email and follow the steps to choose a new appointment time.

Volkswagen Australia’s parts distribution centres are continuing normal operation, ensuring that all parts are being shipped to Volkswagen Dealers across Australia.

If you are unable to meet your car loan repayments, you can apply for assistance via our Financial Assistance Portal. Supported web browsers include Google Chrome, Firefox and Microsoft Edge.

Alternatively you can call on 1300 734 567. Operating hours are open 9am – 5pm (AEST), Monday – Friday

If you have an existing Guaranteed Future Value (GFV) contract that is due to mature in the next month, and have been impacted by COVID-19, please contact remarketing@vwfs.com.au if you are unable to trade-in or return your vehicle at your dealership.

If you would like to retain your vehicle, please contact retention@vwfs.com.au

If you would like to discuss your refinance options for your balloon, please email our Retention team on retention@vwfs.com.au

If you have been approved for hardship assistance by Volkswagen Financial Services, your credit rating will not be affected during this period.

Volkswagen Financial Services will assess each hardship application on a case by case basis, determining a solution best suited to your needs.

Yes, a third party can apply for financial assistance on your behalf as long as the application is supported by our Third Party Authority Form. Please complete the Third Party Authority Form. Once completed please follow the instructions on the form on how to submit your application.

Depending on your loan product, interest may still be applied to your loan. We will be in contact with you to advise what applies to your circumstance once you have submitted your financial assistance request. If we agree to a loan term extension as part of the hardship, the period which your loan is extended by, will also accrue interest.

Yes, even where we agree to a payment pause, you can make repayments into your loan by utilising BPAY (although standard BPAY fees may apply). To understand more about this, get in touch with our Hardship Assistance Team, by calling 1300 734 567.

If your circumstances have not changed by Volkswagen Financial Services can assess an additional hardship period in line with our regulatory commitments. Get in touch with our Hardship Assistance Team for more details, by calling on 1300 734 567.

The situation is different in some states due to the current State and Federal Government COVID-19 restrictions, certain dealerships may be closed temporarily or have restricted opening hours. We recommend calling your local dealer to understand their hours of operation.

The health of customers and staff is our priority. In the matter of vehicle test drives and preparation and handovers Volkswagen Australia has recommended exemplary cleaning procedures to its dealers. This involves the use of alcohol based disinfectants and emphasises cleaning the most commonly touched surfaces:

•  Door handles (interior and exterior) and interior door pulls
• Window switches / handles
  
• Steering wheel
• Gear shift knobs and levers
• In-car controls and knobs (entertainment units and similar)
• Seat belts and buckles
• Centre consoles
• Boot handles / releases
• Fuel releases / flaps
• Staff wear disposable nitrile gloves and facemasks during this process
  

The health of customers and staff is our priority. For dealers that are unaffected by State and Federal Government COVID-19 restrictions, we are still offering the opportunity to test drive vehicles. Volkswagen has recommended exemplary cleaning procedures to its dealers. This involves the use of alcohol based disinfectants and emphasises cleaning the most commonly touched surfaces:

•  Door handles (interior and exterior) and interior door pulls
• Window switches / handles
  
• Steering wheel
• Gear shift knobs and levers
• In-car controls and knobs (entertainment units and similar)
• Seat belts and buckles
• Centre consoles
• Boot handles / releases
• Fuel releases / flaps
• Staff wear disposable nitrile gloves and facemasks during this process
  

Every vehicle, every dealership and every customer situation is different. We are unable to provide a one size fits all answer to this question, your dealership will be able to provide you with more detail with regards to your situation. For more information visit our delivery delays FAQs.

Yes, many of our retailers are still taking orders and would love to hear from you by email or phone. And of course, you can still browse our full model range and configure your new vehicle here on our website.