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Feeling unhappy with your vehicle’s repairs? The new car you bought, is not what you expected? Jan Schoeman, Chief Operations Officer for the Retail Motor Industry Organisation (RMI), says there is recourse for inefficient servicing of vehicles, if, of course, you have used the right service provider.
What’s also important is to understand the process. “There are different bodies with specific mandates within the industry,” he says.
He explains that the Motor Industry Ombudsman of South Africa (MIOSA) was established in 2015 in terms of the Consumer Protection Act (CPA) and is tasked, in the main, with the resolution of consumer complaints through a process of adjudication. “The very nature of adjudication is, however, time consuming and the consumer is never quite guaranteed of a specific outcome, which has resulted in a number of misconceptions about the process.”
Rulings made by the MIOSA are not legally enforceable in their own right. Consumers who receive favourable rulings which are not accepted or acted on by the service provider are required to approach the consumer tribunal to have these rulings converted into awards that are executable in law – a process that can also be extremely time consuming.
“The RMI has developed a sophisticated alternative available to consumers with complaints before consumers approach the MIOSA, or opt for the legal route,” says Schoeman.
The RMI process is based on facilitation and mediation between consumers and accredited-RMI members. “It is designed to produce speedy and equitable outcomes to consumer complaints.”
Over many decades of consumer dispute resolution, the RMI has consistently maintained a settlement rate in excess of 90% of the more than 20,000 complaints and inquiries it receives through its various regional offices, annually.
So how does it work? “We always encourage consumers to first try and resolve the matter directly with the supplier. If this doesn’t work, consumers who remain dissatisfied with the goods or services can approach the RMI for assistance. Firstly, you will need to visit the RMI website and download the complaint referral form. You then need to complete the form and submit it, together with all supporting evidence, to the nearest RMI regional office. The assigned RMI department will then start the process of looking into the matter,” says Schoeman.
The mediation process is non-legal and therefore no legal representation is allowed unless otherwise advised and is done without prejudice. “For these services, the RMI has a no-charge policy, unless during the process a technical inspection and report is required. The costs of these services will be for the complainant’s account.”
Schoeman says it’s also important to note that no unsigned or half-filled in forms will be processed. “The RMI prefers that all contact be in writing for everyone’s protection. This also ensures the RMI’s impartiality,” he explains.
“The process is quick and effective. In most cases, disputes are resolved through the facilitation process. If no suitable outcome can be reached, the vehicle owner can then escalate the case to the MIOSA.”
Once again, he highlights the importance of only dealing with accredited RMI members. “We want consumers to know that they do not have to accept a service that is below par from an RMI member. We believe in transparency and best business practices. We are an industry that believes in excellence. RMI members have to adhere to strict standards to retain their membership, so the likelihood of needing dispute resolution is lower when using an RMI member.”
“Your car is the second largest investment you will make after your home. Taking your car in for a repair can be a costly exercise. Getting what you pay for, i.e. a car that is running properly and fully repaired, should be the obvious outcome. If this hasn’t been your experience, then remember that there is a dispute resolution process,” he concludes.
4 Responses to “Dealing with car woes? Understand the complaints process”
July 9, 2019
Greg BrittonGood day ,
I need the assistance of a RMI agent ,who will successfully assist me with a problem I have with a RMI accredited motor mechanic workshop in Port Shepstone .
I had the timing chain on my Mercedes A170 replaced by the company aforementioned approximately 12 months ago on a 24 month RMI warranty .I drove the vehicle into the workshop on two occasions for diagnostic testing and was told that I should replace the timing chain as it was probably due to be changed . I took the vehicle to two other workshops for quotes for what the first workshop had suggested . I decided to take the vehicle back to the first workshop ad they had boasted about the RMI warranty and because the quote was the lowest .
I took the vehicle in ,parked it and took photos of the vehicle as I left it .
After receiving the vehicle back from the work the engine dashboard light appeared ,I returned the vehicle immediately and was told that the vehicle was fine , however I noticed erratic idling and cutting out and very low compression as not experienced on this vehicle which has been kept in mint condition .
I took the car away reluctantly as I was told that the engine light was probably faulty .
After two months I took the vehicle back and they did a diagnostic test and told me that the cam and crank sensors needed to be replaced that I should bring it back after two weeks to do the work .
I returned the vehicle and the workshop had the vehicle for three weeks ,without any prognosis or diagnosis . After five weeks and several calls to the workshop I was told that the compression seemed a problem and the valves were blamed and that the head would have to be removed for work .
I was shocked as the vehicles engine had never been worked on and was in perfect condition prior to handing the vehicle over and it’s performance and compression had never been been in question .
The workshop replaced the cam and crank sensors , kept the vehicle for a further three weeks for “testing”.
I fetched the vehicle in the fourth week after the work and could hardly drive the vehicle for all the shutting down and low compression of the vehicle and could NOT even drive up my driveway .
I phoned the workshop immediately and the collected the vehicle for further ” TESTS”.
I have subsequently received four independent opinions from Mercedes mechanics including from the local Mercedes dealership who all concur that the valves or valve have been bent .
The workshop has been ducking and diving and have now had the vehicle for more than three months without any further progress .
As the vehicle repairs have been done on registered RMI invoices , which show that the vehicle is covered by by warranties ,which were also clearly stated by the workshop manager .
I have made several calls to the workshop and have received numerous excuses as to why my vehicle is not ready .
This is a situation that is untenable and needs to be remedied immediately .
I hereby respectfully request an urgent intervention in this matter as this does not reflect well with the standards of RMI .
Kindly contact me for further details of the RMI workshop concerned .
Your urgent attention in this matter will be appreciated .
July 10, 2019
Danelle van der MerweAfternoon Greg
Thank you for making contact with the RMI.
Robin, copied in this mail, will be in contact with you soon and assist accordingly.
August 12, 2019
Neville JogannahGood day.. I sent my vehicle in for clutch replacement and not even a day on receiving the vehicle, the car had no clutch. I spent close to R13000 for a service and clutch and on calling the owner of Motor Clinic Benoni, he got upset and stated that he put new parts. On speaking to the mechanic, I was advised that reconditioned clutch was put in even though I was charged for a new clutch. I also had my car delivered with a front broken bumper and the owner of Motor Clinic does not want to accept responsibility. Can you please help?
August 12, 2019
Danelle van der MerweAfternoon Neville
Thank you for making contact with the RMI.
Natasha, copied in this mail, will be in contact with you soon and assist accordingly.