How Cars24 Handles Complaints about Staff Behaviour

At Cars24, our customers are at the heart of everything we do. Buying or selling a used car is a significant financial decision, and we understand that customers deserve not only the best prices and the widest selection but also a seamless, respectful, and professional experience at every single touchpoint. That is why we hold our team members, especially our Relationship Associates (RAs) who interact directly with customers, to the highest standards of conduct.

Customer experience is a company-wide commitment at Cars24. We invest heavily in training our personnel, building robust systems to track service quality, and enforcing policies that leave absolutely no room for disrespect or misconduct toward our customers. When a customer raises a complaint about staff behaviour, we treat it with the utmost seriousness. Here is a detailed look at exactly how we handle such situations.

Our Commitment to a Respectful Customer Experience

Every Cars24 team member undergoes structured onboarding and regular training that covers not only product knowledge and sales skills, but also professional communication and customer etiquette. We believe that how we speak to a customer matters just as much as what we say. Our trained personnel are equipped to handle a wide range of situations, including difficult conversations, with patience, empathy, and professionalism.

We have built a culture where customers feel safe, heard, and respected. But we also know that no system is perfect, and when things go wrong, what truly defines an organisation is how it responds. At Cars24, our response is swift, structured, and decisive.

What Happens When a Staff Misbehaviour Complaint Is Raised

When a customer raises a complaint about the behaviour of a staff member, whether it is through our app, customer care line, or in-hub feedback, an immediate process is set in motion. Our customer experience team does not simply take note and move on. Every complaint is treated as a priority and escalated to the relevant internal team for thorough investigation.

Step 1: Listening to the Recordings

All customer interactions at Cars24 are recorded as part of our quality assurance framework. The moment a misbehaviour complaint is received, our team immediately retrieves and listens to the relevant call or interaction recording. This is a crucial first step, it ensures that every complaint is assessed on the basis of evidence.

This validation process protects both the customer and the employee. It ensures fairness, eliminates bias, and gives us a clear, factual picture of what actually transpired during the interaction. Our team reviews the recording carefully, assessing the tone, language, and overall conduct of the Relationship Associate involved.

Step 2: Determining the Severity and Taking Action

Once the recording has been reviewed, the nature and severity of the misconduct is assessed. Our policy is clear, consistent, and strictly enforced across the board. The action taken depends on the severity of the behaviour:

• Abusive Language, Zero Tolerance Policy (Immediate Termination): If the recording confirms that the Relationship Associate used abusive or offensive language toward the customer, this is treated as a severe violation of our Code of Conduct. Cars24 operates a strict Zero Tolerance Policy (ZTP) in such cases. The associate is immediately terminated. There are no second chances when a customer has been subjected to abuse. This is non-negotiable.
• Rude or Unprofessional Behaviour, First Instance (Warning Letter): If the recording shows that the associate was rude or unprofessional, but did not use abusive language, a formal written warning letter is issued on the first occurrence. The associate is also counselled and reminded of the company's service standards and expectations.
• Rude or Unprofessional Behaviour, Second Instance (Final Warning Letter): A second validated complaint of rude or unprofessional behaviour results in a final warning letter. At this stage, the associate's performance is placed under heightened scrutiny, and additional training or corrective action may be mandated.

• Rude or Unprofessional Behaviour, Third Instance (Termination): A third validated instance of rude or unprofessional conduct results in termination. Cars24 firmly believes that repeated disrespect toward customers is incompatible with the values of this organisation, and no role is exempt from this consequence.

   

Why This Process Matters

Our complaint-handling framework reinforces a culture of accountability and continuous improvement. By listening to recordings before taking any action, we ensure that our process is fair and evidence-based. By escalating consequences with each repeated instance, we send a clear message to our team: disrespecting a customer has real, lasting consequences.

More importantly, this process sends a message to our customers: at Cars24, your voice matters. Every complaint you raise is heard, investigated, and acted upon. We do not sweep things under the rug. We take ownership, and we take action.

Our Promise to You

Cars24 is built on trust. Trust that you will get a fair price. Trust that the process will be smooth. And trust that every person you interact with will treat you with dignity and respect. We are constantly investing in our people, our processes, and our technology to make sure that promise holds true, every day, with every customer.