To our valued customers,

We have been working proactively with the ACCC on a matter relating to our car auction business. Following an investigation, the ACCC has found Grays guilty of False and Misleading Representations.

Grays acknowledges that it failed in its responsibilities to some motor vehicle customers who purchased cars via our auction platform.

We also acknowledge it was difficult for some of the affected buyers to access customer support and compensation for the misrepresented vehicles.

Grays is committed to remediating affected customers and is complying with the ACCC’s directions.

The company is well progressed in the proactive remediation of impacted customers and is in the process of identifying and contacting the remaining customers to discuss their options.

If you feel you may have been impacted by this issue in the period of July 2020 to July 2022 and are yet to be contacted, please alert our support team by emailing customerservice@grays.com.au. In your email, include details of your complaint, your invoice number and any supporting documentation to substantiate your claim, such as a mechanical report or original sale link. Our dedicated team will promptly investigate your complaint and respond within 14 business days.

Since becoming aware of this matter, Grays has undertaken a significant transformation process. Major changes have already been implemented to our operations, including the introduction of a new and experienced senior leadership team, significant investments in the improvement of our customer service team and processes, and mandatory compliance and policy training for all staff.

In addition, the company has engaged a full-time National Complaints Manager to action feedback, implemented new systems and tools for the auto department to assist in the listing of vehicles and has recruited and trained additional full-time employees on the vehicle check-in process.

We recognise the important role of the ACCC and are committed to working with the regulator on this matter.

Grays is determined to improve its focus on customers to ensure we facilitate competitive auctions for our buyers and sellers and provide an excellent service that is easy, fair and transparent.

Spiro Haralambopoulos Grays CEO