MyTPMS Australia Complaints & Dispute Resolution

MyTPMS Australia supplies tyre pressure monitoring system (TPMS) sensors, replacement sensors, DIY kits, diagnostic tools and programming equipment. We take concerns about those products, our workshop services and our customer support seriously. When something has not gone as expected, our first priority is to understand the issue and work towards an appropriate, practical resolution.

MyTPMS Australia is operated by The Trustee for Automate TPMS Australia Trust, ABN 53 807 701 500. Our workshop and dispatch address is Unit 5–6, 44–50 Westall Road, Springvale VIC 3171, Australia. This page explains our internal complaints process and the independent options available when a matter remains unresolved.

Please also read our Returns & Refund Policy, Warranty Policy, Shipping Policy and Terms & Conditions. The terms and representations that applied to your purchase and any applicable statutory rights remain relevant; a later website edit does not retrospectively remove them.

A complaint is an expression of dissatisfaction about a product, order, service or interaction where you seek a remedy, explanation or different outcome. You do not need to use the word “complaint” or complete a particular form. General enquiries and technical-support requests can also be escalated through this process when they remain unresolved. Examples include:

• 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 personal information has been collected, stored, used or disclosed, including a concern about our Privacy Policy or any privacy laws that apply to the handling of that information.
• 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.

Our five-stage process provides a clear path from first contact to management review. Starting with us often helps us investigate directly, but these stages are not a compulsory waiting period before exercising your rights. External bodies and payment providers have their own eligibility rules and deadlines.

1. 1

   Contact Our Customer Support Team

   Email [email protected], call 1300 818 030 within Australia, or use the Contact Us page. Our stated support hours are Monday–Friday, 9 am–5 pm, Melbourne local time. For overseas enquiries, email is the most direct published option. Tell us what happened, identify your order or provide another available proof of purchase, and explain the outcome you seek. Photos, relevant tool messages or sensor details can help, but do not delay raising a safety concern because you cannot provide every item.
2. 2

   Written Acknowledgement

   We will acknowledge your written complaint within 2 business days. We will identify the order or complaint reference to use, tell you who is handling the matter, and explain any further information reasonably needed. Complaints made by phone or in person are also accepted; tell us the best way to send you an acknowledgement or written summary. You do not need a new reference number before your concern can be assessed.
3. 3

   Investigation & Assessment

   We will review the order, the information and promises provided when you purchased, your supporting material and any relevant vehicle details. A technical concern may require reasonable testing or an inspection. For delivery concerns, we will check the tracking and contact the carrier as needed. We aim to complete the initial assessment within 5 business days of acknowledgement. We remain your point of contact rather than requiring you to obtain a supplier’s approval yourself.
4. 4

   Written Outcome or Progress Update

   Within 10 business days of receiving your complaint, we will provide a substantive written response: our assessment, the remedy proposed and the next steps, or an explanation of any further investigation and its expected completion date. Where a repair, replacement or refund is appropriate, we will confirm how it will be arranged. A carrier enquiry, supplier consultation or internal timeframe does not remove an existing legal entitlement or justify unreasonable delay.
5. 5

   Management Review

   You may ask for a management review when you disagree with the response, and explain which facts or outcome you want reconsidered. Where practicable, a manager who was not involved in the first assessment will review it. This is an internal review, not independent external adjudication. We will provide a further response within 5 business days of your review request, or explain any necessary further work. You do not have to complete this stage before seeking advice or using an available external process.

This table distinguishes response commitments from investigation and dispatch targets. A written response is not a guarantee that every technical investigation will be finished by that date. We will confirm the next steps and explain any delay, without limiting remedies that must be provided within a reasonable time.

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Our complaints process and voluntary return or warranty offers operate alongside the Australian Consumer Law (ACL). Where consumer guarantees apply, they cannot be excluded by a store policy. Eligibility depends on the transaction, not simply whether you hold a trade account or live in Australia. Some business purchases qualify; goods bought for resale and some other business uses are treated differently.

Consumer guarantees and product promises

• Products must meet the applicable standards of acceptable quality and match their description. A stated fitment or performance claim remains relevant to what was supplied.
• A product must be fit for a purpose disclosed before purchase where the applicable guarantee applies, including where you reasonably relied on our advice.
• Fitting and programming services, where supplied, are also subject to applicable guarantees concerning care, skill and suitability.
• Express warranties and other promises made for your purchase are additional to statutory rights. A voluntary warranty expiring does not automatically end those rights.

For the legal criteria and exceptions, see the ACCC’s consumer rights and guarantees guidance.

Remedies depend on the problem

For a major product failure, you can generally choose a refund or replacement, or keep the goods and seek compensation for their reduced value. For a minor failure, we can generally arrange a free repair first. If it is not remedied within a reasonable time, further options may arise. Compensation for reasonably foreseeable loss may also be available. Product and service remedies are not identical; see the ACCC’s remedy guidance.

The applicable warranty depends on the particular sensor, tool or kit and the promise made at purchase. Eligible AUTOMATE sensors carry the advertised lifetime manufacturer-defect warranty on its stated terms; this page does not extend that warranty to every product or set a new warranty period for DIY-kit components. See our Warranty Policy. We remain responsible for addressing any applicable consumer-guarantee claim as the seller.

Faulty on arrival or defective on delivery

Contact us as soon as you notice a suspected fault. We may ask for a description, photos, tool readings or a reasonable inspection. A failed activation or relearn attempt is not, by itself, a diagnosis of a defective sensor; we will help establish whether the issue concerns the product, its setup, fitment or the vehicle.

Our early-fault offer is a replacement or refund at your choice for a confirmed defect present on delivery reported within 14 days of receipt, following reasonable assessment. This is an additional offer, not a 14-day expiry of fault, warranty or statutory rights. Where a return is needed under that offer, we will provide prepaid return instructions. A concern raised later is still assessed under the warranty and law that apply.

Failure during normal use

For a later fault, describe when it first appeared, how the product was used and any testing already performed. We will consider the nature of the failure, the original product description and any relevant installation information. We will explain the assessment and the repair, replacement, refund or other remedy available, without requiring you to resolve our supplier arrangements yourself.

Compatibility and fitment disputes

Please provide the vehicle’s make, model, year, market or import details and, where relevant, VIN or original sensor information. Explain the programming or relearn steps tried. Our TPMS Relearn Guides may help with the investigation, but using a guide is not a prerequisite to making a complaint. We will consider the listing and advice given at purchase, not simply the current version of a product page.

Australian orders have free express shipping with no minimum spend. Our standard Australian delivery estimate is 1–4 days. This is an estimate, not a guaranteed deadline or an extra 1–4 days added after dispatch. Check the delivery information for your address and the order confirmation; the applicable working-day schedule and cut-off affect delivery dates. Full terms are on our Shipping Policy.

Australian estimates do not apply to international orders. Overseas delivery estimates, available services and any disclosed charges are destination-specific; check the delivery information for the actual order.

Late or missing orders

If an order has missed the estimate, tracking has stopped or the information is unclear, contact us with the order number. You do not have to wait for three days without a tracking event before asking for help. We will investigate with the carrier, keep you updated and arrange an appropriate remedy. If a parcel is confirmed lost, we will offer re-dispatch at no additional cost or a refund, as appropriate to your rights and choice. We will not make a carrier formally declaring a loss an absolute condition of every remedy or use an open-ended carrier enquiry to delay a remedy unreasonably.

Damage in transit

Please photograph the parcel and damaged contents, where safe and practical, and contact us promptly. Retaining packaging can assist the investigation, but a 48-hour reporting cut-off or original packaging is not a condition of statutory rights. We will arrange an assessment and suitable remedy. Any separate insurance or carrier claim is our responsibility to manage and does not replace our obligations to you.

International delivery and customs concerns

Customs processing and destination-carrier conditions can affect an overseas delivery. We will investigate a delayed order and explain the available next steps. Any import-charge arrangements must be those disclosed for the purchase; this page does not introduce a new international fee or guarantee. You may complain about missing or inaccurate delivery or fee information. We do not exclude all responsibility simply because an order crossed a border.

Incorrect or incomplete orders

Tell us what you ordered and what arrived, including any missing kit components. Photos or the packing slip can assist but are not a rigid requirement. Where we supplied the wrong item or omitted a component, we will arrange an appropriate correction at no extra cost. A seven-day reporting window does not cut off remedies that otherwise apply.

Contact us about an incorrect charge, duplicate payment or an approved refund that has not reached you. Please identify the order and payment date rather than sending sensitive payment credentials. Our Payment Security Policy explains the published payment arrangements; this complaints page does not certify a payment system or add new payment methods.

Incorrect charges or duplicate transactions

We will check the order and payment records and liaise with the payment processor where needed. Once an error is confirmed and the refund approved, we will initiate the corrective refund within 3 business days. Approved refunds are normally made to the original payment method unless we agree an alternative with you. We do not substitute store credit for a monetary refund you are legally entitled to unless you agree.

Approved refunds not received

Our processing period is separate from the time your bank or payment provider takes to credit your account. Ask us for the processing date and available transaction reference, and check the provider’s current clearing estimate. Contact us when that estimate has passed or you need help tracing the refund. You do not have to wait ten business days before contacting us or protecting a payment-dispute deadline.

Change-of-mind returns versus faulty products

Our standard Australian change-of-mind return period is 30 days from receipt, subject to the eligibility conditions published in the Returns & Refund Policy. For an eligible change-of-mind return, the customer arranges and pays return postage unless we agree otherwise. This is distinct from a faulty, incorrect or misdescribed product. Where a fault is confirmed, reasonable return costs already paid are reimbursed as required; contact us for the appropriate return instructions. This page adds no new product exclusions or restocking fees.

Unauthorised transactions and payment disputes

For a payment you did not authorise, contact your bank or provider promptly using its official channels. You can also notify us at [email protected] so we can investigate our records. We will cooperate with a relevant payment dispute. Our internal complaint stages do not require you to delay or abandon a chargeback or other available payment-provider process. Provider rules, evidence requirements and deadlines apply; please check them directly.

We take complaints about personal information seriously and handle them under our Privacy Policy and applicable law. The Privacy Act 1988 and Australian Privacy Principles apply to covered organisations and activities; their application is not established merely by having an ABN or running an online store. This page does not claim that MyTPMS has a regulatory certification, or remove any privacy promise we have made.

Raise a privacy concern with us

Email [email protected] with the subject “Privacy Complaint”, describe the relevant information and what happened, and tell us the outcome you seek. Provide only what is reasonably necessary. We will acknowledge the complaint within 2 business days, provide an initial substantive response or progress update within 10 business days, and provide a substantive privacy response within 30 calendar days. We will explain any additional work and next steps rather than leaving the matter unanswered.

Office of the Australian Information Commissioner

The OAIC can consider eligible complaints within its jurisdiction. Whether it can consider a particular complaint depends on the organisation, information and conduct involved. We do not make that determination for the OAIC or require you to complete a management review before checking your options.

The OAIC generally expects you to complain to the organisation first and allow a reasonable opportunity to respond, usually 30 days. Consult its current preliminary complaint steps and eligibility guidance. We will cooperate with lawful enquiries and any process within its jurisdiction.

You can seek independent advice or use an available external process. Contacting us first can assist with a resolution, and individual bodies may have their own preliminary steps, but we do not require completion of all five internal stages before you seek help. Check deadlines directly: our investigation does not pause them.

The organisations below have different roles. Information or conciliation services may be free, while tribunal applications, mediation or legal assistance may involve fees. None of these listings means an organisation endorses MyTPMS Australia.

The following agencies are starting points for consumer information in each Australian state and territory. Tell the agency that the seller operates in Victoria and ask whether it can assist with your particular interstate or local complaint. No agency is obliged to accept every case.

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Use the official sites for current telephone numbers, online forms and eligibility. The ACCC consumer-help directory also lists independent legal services and courts or tribunals.

International customers may have mandatory consumer protections in addition to the terms offered for their purchase. Which laws and forums apply depends on the transaction and jurisdiction; this page does not declare that every country’s laws automatically apply or that any authority must accept a claim against us.

The cards below retain the countries covered in this policy and provide practical starting points for guidance. They are not a statement of membership, certification or guaranteed access to a dispute scheme.

Cross-border customers can raise a complaint directly by email without attending our workshop. We will communicate in writing, explain our position and discuss reasonable options for resolving the issue. An external online process must be suitable for the transaction and within that body’s jurisdiction.

Current external and online options

• European Union: The European Commission’s former ODR platform closed on 20 July 2025. It can no longer receive complaints. Use the Commission’s current consumer-redress information to identify other routes and check whether a listed body can handle an Australian trader.
• United Kingdom and other ADR schemes: We do not claim membership of a particular certified ADR scheme. We will consider a suitable independent process in good faith and comply with any participation obligation that applies. A voluntary process may depend on the scheme’s rules and both parties’ agreement.
• Direct international resolution: Email [email protected] with “International Dispute” and your order reference. Explain your preferred language or format and any deadline. We will discuss practical communication arrangements without promising qualified translation in every language.
• Payment-provider disputes: You can use an available dispute process through the card issuer or payment service used for the purchase. Check that provider’s current rules and deadlines. We do not require a withdrawal of a complaint or dispute before considering a remedy.

Concerns involving a possible unsafe product receive priority. Tell us about suspected defects, unexpected leakage, damaged housings, unusual battery behaviour, inaccurate readings or other safety concerns. Please distinguish what you observed from any suspected cause; a technical assessment may be needed.

Report a product safety concern

Email [email protected] or call 1300 818 030 within Australia. Include the product or batch identifier if available, when the issue occurred, the vehicle or use involved and any safe-to-obtain evidence. We will acknowledge a safety complaint within 1 business day. Our support channels are not monitored as an emergency response service.

Independent reporting

You may also report a concern through Product Safety Australia. For a possible road-vehicle safety defect, the relevant specialist regulator or vehicle manufacturer may be appropriate. Reporting to an authority does not replace your complaint to us or prevent you seeking a remedy. We will cooperate with relevant lawful investigations and required safety actions.

The following information helps us investigate. Provide what you have; missing an order number, original packaging, photo or VIN does not automatically prevent a complaint. We may ask for reasonable proof of purchase or further relevant details during assessment.

• Order or purchase reference: An order number, invoice or another available proof of purchase. We can help locate the transaction using relevant details.
• Contact details: Your name and preferred reply method. Provide the delivery address only where needed to identify the order or investigate a shipping concern. Overseas customers can contact us by email.
• 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 will conduct complaint handling respectfully and explain our decisions. A customer should be able to question an outcome without being pressured to abandon legal or payment-provider rights.

Our commitments

• We will assess the complaint on its facts, respond honestly and explain what information we need and why.
• We will not make a statutory remedy conditional on a positive review, removing an honest review, or withdrawing a valid complaint.
• We will explain a refusal of the requested remedy and the other options we consider available. Our assessment is not a final determination by a court or regulator.
• We will keep relevant complaint records securely, limit access and sharing to legitimate purposes, and retain them only for as long as reasonably needed or legally required, in line with our Privacy Policy. We do not impose a blanket seven-year retention period on every photograph, VIN or item of correspondence.
• We will not retrospectively withdraw a purchase-specific warranty or service promise through an update to this page.

Working together

• Give accurate information to the best of your knowledge and tell us when circumstances or contact details change. Let us know about urgent safety issues or approaching external deadlines.
• Allow a reasonable opportunity for assessment where appropriate. This is not a requirement to complete every internal stage or to miss a chargeback, tribunal or court deadline.
• Communicate respectfully. We will also treat you respectfully, including when you disagree with our findings or choose an external complaint route.

This policy is prepared for a business operating in Victoria, Australia, with reference to Victorian and Commonwealth law. It describes our complaint-handling arrangements; it is not an exclusive-forum agreement and does not require a customer to use private arbitration.

An appropriate court, tribunal or complaint body must have jurisdiction over the parties and subject matter. VCAT may be relevant to eligible disputes, but its availability should not be assumed for every interstate or overseas case. Check the relevant body’s current rules or obtain independent advice.

For international purchases, mandatory local protections may apply according to the relevant law. We do not exclude those protections or purport to decide a conflict-of-laws question in this policy. The correct law and forum depend on the facts; “whichever rule is most favourable” is not used here as a substitute for that assessment.

You are welcome to arrange an appointment at our Springvale workshop for a product inspection or complaint discussion where that would help. Please contact us first so an appropriate team member is available. Visiting in person is optional: a written or telephone complaint is also accepted, and overseas customers do not need to attend the workshop.

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We may update this policy to reflect changes in contact arrangements, complaint handling or applicable requirements. The revision date is shown at the top. Updated wording takes effect when published, subject to any notice or agreement required by law.

Changes do not retrospectively remove statutory rights, express warranties or commitments that applied when you purchased, and they do not cancel an existing complaint. We will consider the relevant earlier terms when handling that matter. Continued browsing is not treated as a waiver of those rights.

For a material change to complaint channels or procedures, we will take reasonable steps to provide an appropriate website notice or other communication. Contact us for clarification about which version or promise applies to your order.

The following pages explain related parts of your purchase and our services. They should be read together, but none limits non-excludable rights. Contact us if you find inconsistent information so we can investigate and clarify the terms that apply to your order.