Dear Valued Customer,
I am writing with an update on recent developments affecting TrueEV and XPENG in Australia. Let me start by apologising for not contacting you sooner.
Background
TrueEV was appointed as XPENG’s exclusive importer, distributor, and retailer in 2024. Since then, we have invested significantly to establish the brand locally — building a national retail and service network, supporting customers across the country, and laying the foundations for long-term success in the Australian market.
This was to ensure TrueEV customers past, present and future would get the support and service they needed.
However, over the past 16 months, changes undertaken by XPENG have materially impacted operations, resulting in ongoing challenges and uncertainty for TrueEV.
Unfortunately, we’ve had to attempt to resolve these issues in the Federal Court.
During this period, there have been challenges affecting areas such as vehicle supply, parts availability and certain processing timelines. We acknowledge that this may have caused inconvenience to some customers.
Our Commitment To You
I can assure you of the following:
- Warranties will continue to be supported
- Cashback offers are being processed as we work through current backlogs
- Customer support and after sales services are a priority, and we are doing everything we can to maintain continuity.
The Present
TrueEV remains fully committed to supporting our customers, partners, and the XPENG brand in Australia.
While the court process is ongoing, our immediate focus is on maintaining service continuity and improving customer outcomes.
From now on, as we work through the current challenges, we will keep you up to date.
We sincerely appreciate your patience and the trust you have placed in us. Our commitment remains to act with integrity and to do the right thing by our customers at every step.
Should you have any questions or require assistance, Luca Scannella and our Customer Care team are available at [email protected] and will be happy to help.
Kind regards,
Jason Clarke
Chief Executive Officer
TrueEV Pty Ltd
