Toyota Stakeholder

OUR STAKEHOLDERS
Our stakeholders are those groups who are affected by or affect

Toyota Australia. Our stakeholders have been identified as:
our shareholder - Toyota Motor Corporation (TMC)
employees
customers
dealers
suppliers
community groups
government
2014 Sustainability Report

toyota.com.au/toyota/sustainability
6 OUR STAKEHOLDERS
Stakeholder engagement
We engage with our stakeholders in a variety of formal and
informal ways largely determined by the issue or topic of
engagement.
Our code of ethics provides a statement of duty specific to each
group outlining the behaviours expected when engaging with
different stakeholders.
1. Toyota Motor Corporation
We have an extremely close relationship with our parent
company and there is a significant amount of interaction
between Toyota Australia and TMC at all levels of both
organisations.
Both companies worked very closely on the issue of the

future of manufacturing in Australia, and the decision to close
operations in Altona was made jointly.
2. Employees
Formal communication structures are in place to ensure
employees are well informed and able to provide feedback.
These structures are supported by a variety of activities ranging
from a company-wide annual presentation from our President
to regular team meetings, employee bulletins and newsletters.
Each quarter production employees attend a directors

address between shifts. These are followed by employee focus
groups, established to ensure the intended message has been
effectively understood. Similar activities take place at nonproduction sites with the annual Presidents address, quarterly
directors briefings and follow up focus group sessions.
Different operating arms also have varying structures for
regular communication meetings.
Our Altona production facility consists of seven shops which run

two shifts daily. Before each shift there is a pre-start production
meeting. Each month we hold a more detailed briefing session
that brings together employees from all shops.
S
7 OUR STAKEHOLDERS
3. Customers
The key point of contact with customers is our network of
dealers located around Australia. They are supported by
Toyotas customer experience centre and the Lexus customer
assistance centre which provide an interface for customers on
issues ranging from new vehicle launches to vehicle recalls.
We also have a customer satisfaction program which surveys
customers who either purchased or serviced their vehicle at a
Toyota dealership.
Another way in which we interact with the broader customer
base is through our marketing and advertising presence
and messaging. We aim to comply with all relevant laws and
voluntary codes including the Competition and Consumer Act
2010 and the Federal Chamber of Automotive Industries
voluntary code of practice for motor vehicle advertising.
5. Suppliers
In addition to our extensive supplier development program
(as detailed in the section of this report Our suppliers),
we have regular interaction with our suppliers on a range of
issues. Other formal engagement includes our annual supplier
conference and supplier awards.
6. Community
The Toyota Community Foundation (TFC) provides the basis for
our engagement with the community. The work of the TFC is
detailed extensively in the section of this report Community
partnerships.
4. Dealers
While independently owned1, our dealer network is an
extension of Toyota Australia and integral to our success,
providing an interface between the company and our
customers.
There are 210 Toyota dealers, with a total of 277 outlets, and 19
Lexus dealers, with a total of 24 outlets, located across Australia
employing more than 13,000 people.
Our support of dealers includes helping them to understand
their environmental responsibilities, acknowledging
outstanding customer service through the customer service
excellence awards national skills contest and providing dealers
with training and development opportunities.
We also have a formal structure in place to ensure dealers are
engaged and updated. Regional offices coordinate monthly
meetings with dealer principles in each of the five regions. The
national sales team holds quarterly meetings and each year
Toyota Australias president, directors and divisional managers
spend several weeks visiting dealers. Dealers also have access
to information through an internet portal.
7. Government
Toyota Australia has a government affairs department which
has regular discussions with federal and state governments on
a wide range of public policy issues. Our approach is to either
engage with government directly or through our industry
association the Federal Chamber of Automotive Industries
(FCAI). The intention of our approach is to ensure issues
specific to Toyota Australia and to the automotive industry are
considered in public policy decisions.
Regular updates are provided to the board with more detailed
briefings as required. The government affairs team also
provides a fortnightly briefing to Toyota Australias president.
We are also members of the:
ALL OUR
CUSTOMER
INTERACTIONS
ARE GUIDED BY
OUR CODE OF
ETHICS.
Australian Industry Group

Centre for Corporate Public Affairs
Committee for Economic Development of Australia
Federal Chamber of Automotive Industries
The Global Foundation
Manufacturing Excellence Taskforce Australia
The Victorian Employers Chamber of Commerce and Industry
S
1 Other than Sydney City Toyota and Sydney City Lexus which are owned by Toyota Australia.

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OUR STAKEHOLDERS

Our stakeholders are those groups who are affected by or affect

2014 Sustainability Report

Both companies worked very closely on the issue of the

Each quarter production employees attend a directors

Our Altona production facility consists of seven shops which run

Australian Industry Group

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