MyTPMS Automate Sensors Complaints & Disputes

At MyTPMS Automate Sensors, we take every customer complaint seriously. We sell specialised Tyre Pressure Monitoring System (TPMS) sensors, OE replacement sensors, DIY TPMS kits, diagnostic tools, and sensor programming equipment to customers across Australia and worldwide. Our products are safety-relevant automotive components, and we fully appreciate that when something does not work as expected, it matters. We are committed to resolving every genuine complaint promptly, fairly, and transparently.

This Complaints and Dispute Resolution page explains exactly how to raise a complaint with us, what we will do when we receive it, what response timeframes you can expect, and — if we are unable to resolve the matter to your satisfaction internally — which independent external bodies and legal avenues are available to you, both in Australia and in your own country.

This page should be read in conjunction with our Returns & Refund Policy, Lifetime Warranty, Shipping Policy, and Terms & Conditions, all of which form part of the agreement governing your purchase from us.

A complaint is any expression of dissatisfaction with a product, service, or interaction where you are seeking a remedy, explanation, or change in outcome. General product enquiries, pre-purchase questions, and technical support requests are not complaints, although we treat all communications with equal care. The following are examples of matters that would be treated as formal complaints and handled through this process:

• A TPMS sensor, DIY kit, or diagnostic tool that is defective on arrival, fails to function as described on our website, or develops a fault within a reasonable period of normal use.
• An order that was shipped but never arrived, arrived with damaged or missing components, or was despatched significantly later than the timeframe we communicated at the time of purchase.
• A refund, exchange, or warranty claim that was requested through our normal returns process but was refused, delayed beyond our stated timeframe, or handled in a way that you believe does not reflect your rights under Australian Consumer Law or your own country's consumer protection legislation.
• A billing or payment error, including an incorrect amount charged, a duplicate transaction, or a refund that was approved but not received within the timeframe communicated to you.
• A concern about how your personal data has been collected, stored, used, or disclosed in a way that you believe conflicts with our stated Privacy Policy or your rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
• Dissatisfaction with the conduct, communication, or professionalism of a member of our team during any customer service interaction.
• A concern that product information published on our website — including product descriptions, compatibility charts, vehicle fitment data, or pricing — was inaccurate, misleading, or not presented with sufficient clarity at the time of your purchase.

We operate a structured, multi-stage internal complaints process designed to resolve the vast majority of issues without requiring external intervention. Each stage is outlined below. We ask that you work through these stages in order before escalating to an external body, as most complaints are resolved swiftly at Stage 1.

1. 1
   Contact Our Customer Support Team Directly

   Your first step is to contact us directly with a clear description of your complaint. You can reach us by email at sales@mytpms.com.au, by phone on +61 1300 818 030 (Monday to Friday, 09:00–17:00 AEST), via WhatsApp Chat, or via the Live Chat on our website at mytpms.com.au/contact-us. When contacting us, please have your order number ready and include a clear description of the issue, supporting photographs or videos where relevant (particularly for damaged or defective products), and your preferred resolution — whether that is a replacement sensor, refund, exchange, or something else. This gives our team the information needed to assess and resolve your complaint as efficiently as possible.
2. 2
   Formal Written Acknowledgement

   Once your complaint is received, we will send you a written acknowledgement — by email — within 2 business days. This acknowledgement will confirm your complaint has been received, provide you with a reference number for tracking, and indicate who is responsible for managing your complaint within our team. If we need additional information from you in order to investigate, we will request this in our acknowledgement.
3. 3
   Investigation & Assessment

   Our customer service team will investigate your complaint thoroughly. For product defect complaints, this typically involves reviewing your order history, the product description as published at the time of purchase, any technical information about sensor compatibility, and — where required — consultation with our technical team or the relevant product supplier. For shipping complaints, we will liaise directly with our logistics partner to obtain tracking updates and, where applicable, initiate a formal investigation with the carrier. We aim to complete our investigation within 5 business days of acknowledging your complaint.
4. 4
   Resolution Offer & Communication

   Following our investigation, we will contact you with our proposed resolution. This will be provided in writing and will explain the outcome of our assessment, the basis for our decision, and the remedy we are offering. If we are able to offer a replacement, repair, refund, or partial refund, we will confirm the logistics and timeframe for that remedy. Our full written resolution will be provided within 10 business days of receiving your initial complaint. If your complaint is complex and requires more time, we will notify you before the 10-day period expires and provide a revised expected timeframe.
5. 5
   Internal Review (If Required)

   If you are not satisfied with the resolution offered in Stage 4, you may request an internal review. Your complaint will be escalated to a senior member of our management team who was not involved in the original assessment. This person will review the matter independently and provide a final internal response within a further 5 business days. Our internal review is the last stage of our internal process, and following this step, if you remain dissatisfied, you are fully entitled to pursue external escalation as described in the sections below.

The following table summarises our committed response timeframes for each stage of the internal complaints process. These timeframes represent our maximum response periods — in many cases we respond considerably sooner.

Our voluntary returns and complaints processes operate alongside — and never in place of — your non-excludable rights under the Australian Consumer Law (ACL), which is Schedule 2 of the Competition and Consumer Act 2010 (Cth). The ACL provides you with automatic consumer guarantees that cannot be waived, excluded, or modified by any term in our policies or agreements.

• Acceptable quality: Every TPMS sensor, diagnostic tool, DIY kit, and automotive accessory we sell must be safe, durable, free from defects, and fit for the purposes for which that type of product is commonly used. Where a product is described as being compatible with specific vehicle makes and models, it must actually function as described in normal use.
• Fit for disclosed purpose: If you communicated a specific purpose to us before purchasing — for example, telling us that you need a sensor compatible with a particular vehicle model year — and we confirmed that our product meets that requirement, the product must be fit for that specific purpose.
• Match description: All products we sell must match their written descriptions, images, and specifications published on our website. We invest significant effort in ensuring our product listings are accurate and up to date.
• Comply with any express warranties: All express warranties we make — including the MyTPMS Lifetime Warranty offered on eligible products — are binding and enforceable in addition to your ACL consumer guarantee rights. For full details, see our Lifetime Warranty page.

The remedy available to you under the ACL depends on whether the failure is classified as a major failure or a minor failure.

A major failure occurs when a product would not have been purchased by a reasonable consumer had they known of the problem, when the product is significantly different from its description or sample, when the product is substantially unfit for its intended purpose and cannot easily be made fit, or when the product is unsafe. If a major failure applies to your purchase, you are entitled to choose between a full refund, a replacement product, or compensation for the difference in value.

A minor failure is one that can be remedied by repair. In that situation, we are entitled to offer a repair as the first remedy. If the repair is not completed within a reasonable time, or the same issue recurs, you may then choose a refund or replacement. We will never attempt to use the minor-failure pathway to unreasonably delay or reduce your entitlement to a remedy.

MyTPMS Automate Sensors offers an industry-leading Lifetime Warranty on eligible TPMS sensor products, as detailed on our dedicated Lifetime Warranty page. In addition, all products carry the consumer guarantees under the ACL as described in Section 5 above. The following outlines how we handle product defect and warranty complaints specifically.

If your TPMS sensor, diagnostic tool, or DIY kit appears to be defective on arrival — meaning it does not power on, fails to communicate with the vehicle's ECU, does not register correctly during the relearn procedure, or is physically damaged due to a packaging or manufacturing issue — please contact us within 14 days of receiving your order. We will arrange for a replacement unit to be despatched or, at your election, provide a full refund. We may request photos or video evidence of the defect and may ask you to return the defective unit using a prepaid label we will provide.

If a product develops a fault after initial use — for example, a TPMS sensor fails to maintain pressure readings, a diagnostic tool develops a software fault, or a sensor housing becomes physically compromised during normal fitting by a qualified tyre technician — please contact us as soon as the issue is identified. We will assess the nature of the failure against our warranty terms and your ACL consumer guarantee rights. Where the failure is a genuine product defect, we will offer a replacement, repair, or refund as appropriate.

Our website publishes detailed compatibility information for each product, including vehicle make, model, and year-of-manufacture fitment data. We also operate dedicated TPMS Relearn Guides for over 40 vehicle brands available at mytpms.com.au/tpms-relearn-guide. If you believe a product was described as compatible with your vehicle but it has not performed as expected, please contact us with your vehicle's VIN number, make, model, year, and a description of the issue. We will investigate and, where we confirm the product listing was inaccurate at the time of your purchase, provide a full remedy in line with your ACL rights.

We dispatch all Australian orders with free express shipping Australia-wide and ship internationally to customers worldwide. Our full shipping terms are available on our Shipping Policy page. The following explains how we handle specific shipping and delivery-related complaints.

If your order has not arrived within the estimated delivery window stated in your order confirmation or on our Shipping Policy page, please first check the tracking information provided in your despatch confirmation email. If the tracking information shows no movement for more than 3 business days or indicates an unresolved issue, please contact us immediately. We will liaise with the carrier on your behalf. If the carrier confirms the parcel is lost, we will arrange re-despatch of your order at no additional cost to you, or provide a full refund at your election, in accordance with our obligations under the ACL.

If your order arrives with visible external packaging damage, we ask that you photograph the outer packaging before opening it and retain all packaging materials until the matter is resolved. If the contents are damaged, please contact us within 48 hours of delivery with photographs of both the packaging and the damaged item(s). We will lodge a claim with the carrier and arrange a replacement or refund within our normal response timeframes. Prompt notification is essential as it enables us to submit a valid carrier claim on your behalf.

International delivery timeframes are estimates and are subject to customs clearance procedures, public holidays in the destination country, and carrier service conditions. We are not responsible for delays caused by customs authorities, import inspection procedures, or carrier disruptions outside Australia. However, if your international order is significantly delayed beyond our published estimated international delivery window, please contact us and we will investigate with the carrier and provide you with as much information as we reasonably can. For international orders, customs duties, taxes, or import fees levied by your country's customs authority are the responsibility of the recipient and are not subject to our complaints process.

If your order contains an incorrect product — for example, you ordered an Autel sensor but received a Hamaton sensor — or if components of a DIY kit are missing, please contact us within 7 days of receiving the order. Please provide your order number and a description of what was received versus what was ordered. We will investigate and arrange correct replacement items to be dispatched as a priority, at no cost to you.

MyTPMS Automate Sensors operates secure, verified payment processing for all transactions conducted through our website. Our payment security practices are detailed in our Payment Security Policy. The following explains how we handle disputes that relate specifically to billing, payment, or the status of an approved refund.

If you believe you have been charged an incorrect amount, charged twice for the same order, or charged for an order that was cancelled prior to despatch, please contact us immediately with your order number and a description of the discrepancy. We will review our payment records and liaise with our payment processor. Where an error is confirmed, we will process a corrective refund or adjustment within 3 business days of confirming the error. The time for the refund to appear in your account will depend on your bank or payment provider, typically 3–10 business days.

If we have communicated that your refund has been approved and processed but you have not seen it reflected in your bank account within 10 business days, please check first with your bank or card issuer, as processing times can vary. If you have confirmed with your bank that no refund has been received, please contact us with your order number and the date you were notified of the refund. We will investigate and, if required, provide you with a transaction reference number that you can use to trace the refund with your financial institution.

If you believe an unauthorised charge has been made to your payment method in connection with a transaction you did not authorise, please contact your bank or card issuer immediately in accordance with their fraud reporting procedures. You are also welcome to notify us at sales@mytpms.com.au so we can investigate from our end. We strongly prefer to resolve payment disputes directly and will always cooperate fully with any chargeback investigation initiated through your payment provider. Raising a chargeback or dispute through your bank without first giving us the opportunity to resolve the matter may delay resolution. However, we fully acknowledge your right to use your financial institution's dispute resolution process if we are unable to resolve the matter to your satisfaction.

MyTPMS Australia is bound by the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs) contained within it. Our full Privacy Policy is available at mytpms.com.au/privacy-policy. If you have a concern about how we have handled your personal information, you have the right to raise a formal privacy complaint.

Please contact us at sales@mytpms.com.au with the subject line "Privacy Complaint" and provide a clear description of what personal information is involved, what you believe happened, and what outcome you are seeking. We will acknowledge your privacy complaint within 2 business days and provide a substantive response within 30 days, in line with our obligations under the Privacy Act.

If you are not satisfied with our response to your privacy complaint, you may escalate the matter to the Office of the Australian Information Commissioner (OAIC), which is the independent regulatory body responsible for privacy and freedom of information in Australia. The OAIC can investigate complaints about alleged breaches of the Australian Privacy Principles by Australian businesses.

Before lodging a complaint with the OAIC, you are generally required to have first raised the matter with us and allowed us a reasonable opportunity to respond. The OAIC will typically refer complaints back to us if this preliminary step has not been completed.

If you have completed our internal complaints process — including an internal review under Stage 5 — and you remain dissatisfied with the outcome, you have the right to escalate your complaint to one or more of the independent external bodies listed in this section. These bodies operate independently of MyTPMS Australia and provide no-cost dispute resolution, investigation, and enforcement services to Australian consumers. We fully support your right to use them and will cooperate with any investigation or inquiry they initiate.

Customers residing in any Australian state or territory are entitled to seek assistance from their relevant Fair Trading authority regardless of the fact that MyTPMS Australia is registered and operating in Victoria. The following table provides contact details for each state and territory consumer protection body.

MyTPMS Automate Sensors ships TPMS sensors, diagnostic tools, and automotive accessories to customers worldwide. We fully acknowledge that customers in different countries hold statutory rights under their own national consumer protection legislation. These rights exist independently of — and in addition to — our voluntary policies. The following is a country-by-country summary of the key legislative frameworks that may apply to your purchase from us.

We fully recognise that international customers who are unable to access Australian domestic dispute resolution mechanisms due to geographic, time-zone, language, or financial constraints may require alternative pathways to resolve disputes. We support the use of internationally recognised Online Dispute Resolution (ODR) frameworks and will engage in good faith with any appropriately constituted ODR process.

• European Union ODR Platform: EU customers who have purchased from us and are unable to resolve a complaint through our internal process may submit a complaint through the European Commission's official ODR platform at ec.europa.eu/consumers/odr. We will engage with any complaints submitted through this platform in good faith.
• United Kingdom — Certified ADR: UK consumers may approach a certified Alternative Dispute Resolution (ADR) body if we are unable to resolve a complaint to their satisfaction. While we are not currently members of a specific certified ADR scheme, we will cooperate with any competent ADR body acting on behalf of a UK customer.
• Direct International Mediation: For customers in all other jurisdictions, we will endeavour in good faith to resolve disputes through direct email correspondence. Please contact us at sales@mytpms.com.au clearly marked "International Dispute" and one of our senior team will personally manage the matter.
• Payment Provider Dispute Mechanisms: All international customers retain the right to raise a dispute through the dispute resolution mechanism provided by their payment card issuer, PayPal, or other payment service provider used for the original transaction. We will cooperate fully with any such process.

TPMS sensors and related diagnostic equipment are safety-critical automotive components. An inaccurate or non-functional TPMS sensor can result in failure to detect tyre under-inflation, which represents a genuine road safety risk. We take product safety concerns with the utmost seriousness and treat them as priority complaints.

If you believe that a product you have purchased from MyTPMS Automate Sensors poses a genuine safety risk — including but not limited to: consistently inaccurate pressure readings, failure to trigger the vehicle's TPMS warning system, physical housing failures during installation, or battery leakage — please contact us immediately at sales@mytpms.com.au or call +61 1300 818 030. Product safety complaints are treated as urgent and will be acknowledged within 1 business day.

In addition to notifying us, you may also report product safety concerns directly to Product Safety Australia, which is the national consumer product safety regulator administered by the ACCC. Product Safety Australia maintains a public product safety reporting system and can initiate formal investigations, issue mandatory recalls, and publish safety alerts.

To help us investigate and resolve your complaint as quickly and accurately as possible, please include the following information in your initial complaint communication. Providing complete information at the outset significantly reduces the time required for us to reach a resolution.

• Order number: Your unique order number, found in your order confirmation email or in your account at mytpms.com.au.
• Your contact details: Full name, email address, phone number (including country code for international customers), and shipping address used for the order.
• Product details: The product name, model number or SKU (if known), and the quantity purchased.
• Vehicle information (for sensor or fitment complaints): Year, make, model, and variant of the vehicle the sensor was intended for, along with the VIN if available.
• Description of the complaint: A clear, factual description of what happened, when it occurred, what you observed, and how the issue differs from what you expected based on our product listing or your communication with us.
• Supporting evidence: Where relevant — photographs of a defective or damaged product, packaging photos for transit damage complaints, screenshots of error messages displayed by a diagnostic tool, or video of a sensor failing to register correctly during a relearn procedure.
• Preferred remedy: Let us know what outcome you are seeking — whether that is a replacement product, a refund, a partial refund, technical assistance, or something else. This helps us focus our response on what matters most to you.

We are committed to conducting all complaint and dispute resolution processes in a manner that is professional, impartial, respectful, and transparent. The following principles govern how we conduct all complaint resolution at MyTPMS Australia.

• We will engage with your complaint promptly, professionally, and without prejudice, regardless of the nature or amount of the claim.
• We will provide honest, factual responses and will not use misleading or evasive language to avoid our obligations.
• We will not require you to waive any statutory rights as a condition of receiving a resolution, compensation, or remedy.
• We will keep a confidential written record of your complaint and all correspondence relating to it for at least seven years.
• We will provide you with a clear written explanation if we determine that we are not able to offer the remedy you requested, including the basis for that decision and the alternative options available to you.

• Provide accurate and complete information about your complaint to the best of your knowledge, as incomplete information may extend investigation timeframes.
• Allow our internal process to run its course before escalating to an external body, except in urgent situations involving product safety or where a statutory limitation period requires earlier action.
• Engage with us respectfully. We are a team of real people who take your concerns genuinely seriously, and we will always reciprocate that respect.

This Complaints and Dispute Resolution policy, and all transactions conducted through mytpms.com.au, are governed by and construed in accordance with the laws of the State of Victoria, Australia, and the laws of the Commonwealth of Australia. Both parties irrevocably submit to the non-exclusive jurisdiction of the courts of Victoria for the resolution of any dispute arising from or connected to a transaction on our website.

For Australian customers, this means that VCAT and the Victorian court system represent the primary domestic judicial forums for unresolved disputes. For international customers, this submission to Victorian jurisdiction does not limit or override any mandatory statutory rights you hold under the compulsory consumer protection laws of your own country. If a conflict exists between Australian law and your domestic consumer protection law, your mandatory local rights will prevail to the extent they are more favourable to you as a consumer.

While our customer service team handles the vast majority of complaints and disputes remotely, Australian customers are welcome to visit our Springvale premises by appointment during business hours. Our warehouse team can assist with product demonstrations, compatibility assessments, and in-person complaint discussions for orders where physical inspection is relevant — for example, verifying a sensor defect or assessing a product that was incorrectly described.

MyTPMS Australia reserves the right to amend or update this Complaints and Dispute Resolution Policy at any time, to reflect changes in our business operations, applicable laws, regulatory requirements, or industry best practices. Any changes will take effect from the date they are published on this page, with the "Last Updated" date displayed at the top of this page revised accordingly.

Where a change is material — meaning it significantly affects your rights, the available complaint channels, or the remedies available to you — we will take reasonable steps to notify existing registered customers via email or a prominent notice on our website before the change takes effect. Your continued use of our website or placement of a new order after any amendment constitutes your acceptance of the updated policy.

We encourage you to review this page periodically to remain aware of the current complaints and dispute resolution procedures in place at the time of your purchase.

This Complaints and Dispute Resolution Policy forms part of our comprehensive suite of policies that together govern your relationship with MyTPMS Australia. Each of the following documents should be read in conjunction with this page: