Using best practice when quoting and repairing vehicles
Most transactions between repairers and their customers go off without a hitch; both parties leave happy and satisfied, each having fulfilled their obligations and having done so in a pleasant and efficient way. There are those other times, which are hopefully few and far between, when the transaction is more trouble than it’s worth, and everyone is wishing they could turn back the clock and avoid the whole mess.
Often, these circumstances come about because of a misunderstanding or miscommunication. There are definite steps that repair workshops can take to make sure that they are doing everything possible to be transparent and professional.
MTA Code of Ethics outlines best quoting practice
The MTA Code of Ethics, which all members must comply with, outline the best practice for quoting repair work. In summary, the Code states that members will:
Provide a firm quote that includes all relevant costs
Notify and seek permission to continue if work may exceed estimated charges.
When commencing a repair job for a private customer, the MTA recommends members implement a protocol that ensures written agreement from the customer to pay for the work that has been quoted is obtained. You should make sure that your quote is clear and contains all of the relevant material, labour and parts costs, the OFT often receives complaints or queries about the price of repairs and can investigate. It is best practice to make sure your quote is clear and that the customer agrees to it, and if any additional costs arise to check this with the customer as the job progresses. The more upfront you are, the more the customer will understand and be ready to pay for the services received.
To get a written agreement on the cost of repairs with your customer:
Inserting authorisation wording into your quotes for the customers to sign. A sample is below:
"I authorise the work described above and agree to pay for labour, spare parts and materials required for that purpose at the repairer's current rates and prices. The repairer shall not be liable for the loss of or damage to the vehicle, its accessories or contents while garaged or being driven in connection with the work authorised unless caused by the negligence of the repairer or employees.
I agree to pay to the repairer reasonable storage charges if delivery of the vehicle is not taken within two working days after notice is given by the repairer to me and the repairs have been completed."
Including the date and vehicle details. This text is a guide only.
Attaching a “Service Job Card” to each quote for the customer to sign.
Service Job Cards contain the details of the repair, customer contact details, cost of repair and the customer signs a statement authorising for repairs to go ahead and agreeing to pay.
Service Job Cards are available through the MTA Stationery Department at discounted rates for members. Call MTA on 02 9213 4202 to order or for more information.
Repairers Lien
If a customer refuses to pay for repairs, the repairer is legally able to hold the vehicle (possessory lien) until the invoice is paid. Whilst possessing the vehicle, the owner may approach a local court to have the vehicle ordered back into their possession. If a court order is issued, the vehicle must be returned. A vehicle does not have to be released if instructed by the Police. If you have any questions please contact MTA straight away.
By Nick Brill Division Manager - Auto-Electrical Specialists | Automatic Transmission Specialists | Brake Specialists | Bus | Exhaust Specialists | General Trades | Rust | Steering & Suspension Specialists phone: 02 9213 4222 fax: 02 9212 6889 email:nick.brill@mtansw.com.au
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