File a complaint
|Complaints The RMI is an Alternate Dispute Resolution agent and attempts to reach amicable mediated resolution to disputes in a manner that is cost effective for both parties concerned. The ADR process is non-legal and therefore no legal representation is allowed. Should you feel dissatisfied with a product or service rendered to you by an accredited RMI member establishment or non member establishment, we recommend the following procedure. Please ensure that you read the complete instructions hereunder before registering your complaint. 1. Talk to Senior Management Insist on speaking to a member of senior management before you take any other course of action. “Counter level” problems are more often than not satisfactorily resolved, when a member of senior management becomes involved. 2. The Dispute Remains Despite the Involvement of Senior Management Should this be the case, use the button below to fill an electronic registration form. It is preferable that you register online. Should you prefer to send us a brief fax, use the button below. Please do not forward supporting documentation unless you are requested to do so by an RMI official. Complaints in respect of disputes older than 6 months are not encouraged by the RMI, for obvious reasons. Your complaint will be routed to the appropriate RMI regional office closest to you. 3. Important: Reference Number Once your complaint has been registered the computer will allocate you a reference number. Please make note of this number as you will be required to use this number in all future correspondence between yourself, the dealer and the RMI. Fax Complaints Should you prefer to submit your complaint by fax, kindly download the document below, complete and fax to the relevant Regional office in your area as stipulated hereunder. Regional Consumer Managers
Complaint Fax Form 2012 (click to download)
A certain company is misleading the public by purporting to be a franchise while it is actually a pyramid scheme. It has defrauded all of its outlets. Four have defranchised as a result of serious breach of contract by the franchisor. The remaining three are on the verge of bankruptcy. The franchisor claims to have 20 outlets when it only has 10, and six have since defranchised. Seeing them affiliated with SAMBRA is disappointing.
The alleged misconduct of the company you are referring to is of a serious nature and should be addressed through the correct channels without delay. If, as you allege, it is also affiliated to SAMBRA, then we request that you make contact with the RMI’s CEO on 011-886-6300 or with Eddie Martin, SAMBRA’s national director, and provide them with the necessary details of the company in question. This will enable them to investigate the matter properly, and, if the allegations are found to be true, then the RMI and SAMBRA will be able to take the necessary action with regard to their affiliation.
I visited several tyre retail outlets and made a number of calls regarding new-tyre pricing. The retailers all seem to have the same prices across various brands – down to the last cent. How is this possible?
Your observation is interesting and we would like to establish the facts surrounding the situation. In South Africa we have locally produced tyres and a colossal range of imported tyres, with considerable price variances, largely dependent on brand, quality, specification, application and so on. It is uncommon that a similar size tyre in varying brands and applications will bear the exact same cost. One may, however, find that a specific brand of tyre that is retailed through a franchised group may in some instances have the same cost, and this could well be as a result of a promotion that is offered by that specific franchisor. This cost will not be the same if one had to procure such tyre from a completely independent supplier or another franchised group. I suggest that you contact the Director of the Tyre Dealer and Fitment Association on 011-886-6300 or email@example.com to provide more specific information with regards to your experiences.
Who can I approach to lay a complaint for a suspect roadworthy certificate? I recently visited a test centre in Witbank that issued the certificate and when I requested a copy of the original inspection report as completed by the test inspector, they refused to supply it.
The National Road Traffic Act of South Africa and numerous standards of the SABS govern what components should be tested on motor vehicles and also exactly how they should be tested. This is to ensure that all South African road users have the right to being safeguarded from vehicles that have the potential to kill innocent people. Vehicle examiners are required to undergo an extensive course in which they are trained to ensure that any vehicle they pass is roadworthy; the examiner should feel secure in the knowledge that anyone can travel safely in that vehicle that they have just passed. This is the driver’s and passenger’s right and it is the examiner’s moral and ethical duty. Members of the National Vehicle Testing Association of RMI (NVTA) work strictly to the regulations and standards laid down, and the NVTA Code of Conduct is strictly adhered to. The code is actually quite simple: “Adhere to all the Regulations and Standards”. Unfortunately, many NVTA members do so at their own detriment because they have, and still do, lose business to unscrupulous VTS operators and examiners. However, NVTA members remain steadfast in assuring their clients that there will be no compromise and that, at the time of test, the vehicles they pass will be, to their knowledge, mechanically safe and sound. Adhering to the regulations and standards also helps the NVTA clients ensure that there is no unnecessary down time and cost for operators of RTQS vehicles in particular. Having said this, it needs to be noted that roadworthy certificates are valid only for 60 days from the date of issue. We would advise anyone with related queries to contact the following people for assistance: NVTA Chairperson Ferose Oaten, on 021-934-4900 or email firstname.lastname@example.org. The Inspectorate of Test Stations is the SABS; contact Manager Johan Gouws on 012-428-6063, or email email@example.com. In addition, the Director of Compliance who is also responsible for test stations within the National Department of Transport is Laetitia Botma: 012-309-3114 or email botmal@ dot.gov.za.
I recently dealt with an RMI member in the motor trade. He has given me no guarantee on an engine overhaul job, as I did not change the oil pump. Does the company have the right to do this?
Before answering your question, we need to clarify the function of oil in a vehicle engine: Cools: it absorbs heat as it is circulated, cooling the engine. Lubricates: it creates a viscous barrier that reduces friction between moving parts, which means less heat and longer life for those parts. Cleans: small particles of dirt or other contaminants are suspended in oil and carried away to be filtered out. Seals: it helps to seal the space between the pistons and the cylinder walls so that compression is more effective and power is not lost during combustion. Protects: it coats parts to provide a layer of protection against corrosion or rust. What is the function of an engine oil pump? The oil pump is literally the heart of an engine’s lubrication system. It sucks in oil from the crankcase and pushes it through the filter and oil galleries to the crankshaft and camshaft bearings. A constant supply of oil is needed to support and cool the bearings. If, for any reason, the pump cannot keep the oil circulating, it’s the end of the road for the engine. An oil pump failure means the results are almost always fatal. Loss of oil pressure means loss of the protective oil film between the bearings and their journals. With no oil to keep the surfaces apart, the bearings wipe and fail. A worn oil pump can’t deliver the same volume of oil as a pump with normal clearances. With less flow, there’s less oil pressure, less oil to maintain the oil film in the bearings and less cooling for the bearings. Under heavy load or at idle, there may not be enough oil flow to keep the bearings adequately lubricated. The result is wiped bearings and engine failure. Like any other mechanical component the pump is subject to wear. In fact, the oil pump experiences more wear than most other engine parts because it is the only internal engine component that runs on unfiltered oil. No engine builder is going to risk a warranty return by reusing a worn pump in a rebuilt engine. This is why it is absolutely essential that the oil pump be replaced. Please remember that the RMI member is bound by the warranty as prescribed in his accreditation requirements and by your refusal to renew the pump, the repairer cannot honour a warranty in the event that the oil pump should malfunction and the engine is damaged as a result.
Part of my car (the computer box of a Mercedes-Benz E280) has been illegally exchanged with an old one while in service. It has caused major problems with my vehicle and it seems there are other people with the same problem at the same service provider in the North West Province.