Service providers for industry code announced

Motor Codes is proud to announce the service providers for the new Motor Industry Code of Practice for Service and Repair. Since the code was launched in May, hundreds of subscribers have been logging onto the web site, learning how it operates and signing up in readiness for the consumer launch next month.

The phased launch process was adopted to give the garage trade ample opportunity to familiarise itself with how the code works and for everyone involved to be fully prepared for when it is introduced to the public. To enable the code to work effectively, a set of high calibre service providers needed to be enlisted to cover the following areas:

Consumer advice line
Conciliation service
Arbitration
Compliance checks
Consumer surveys

“A number of organisations were considered for the different roles and I am pleased to confirm that following an extensive tender process, we will be working with leaders in their respective fields to deliver the operational services that gives the code its teeth,” said Chris Mason, Motor Codes director. “Bringing the service providers on board well in advance of the consumer launch, means that, along with the code administrators, they can carry out thorough tests and checks to ensure their systems are operationally robust.”

The code aims to promote and safeguard the interests of consumers by helping them identify subscribing garages and providing an easily accessible and robust dispute resolution mechanism when required.

The code itself will:

Provide a free consumer advice line
Provide free conciliation and low cost, legally binding arbitration
Offer consumers more rights than required by law

Percepta UK will handle the freephone consumer advice line, which will, wherever possible, resolve the caller’s issue immediately. “This service will enable the industry to actually quantify the extent of the issue originally raised by the National Consumer Council,” said Alan Meldrum, senior director of Percepta UK. “Previously it has been difficult to establish whether a telephone call to a consumer body was actually a genuine complaint, a misunderstanding or even a mistake. So as well as offering advice and guidance, we will be able to establish the true picture of what is happening out there.”

Should a complaint not be able to be resolved straight away, then it would be referred to the conciliation service run also by Percepta UK, allowing the process to be handled in a seamless manner – in both consumer experience and cost.

If conciliation does not resolve the complaint to the satisfaction of the consumer, subscribers will agree to independent arbitration, with a fixed fee for each party, if the consumer wishes. This will be handled by IDRS, a well established dispute resolution service. “The arbitration is designed to be low cost to allow it to be accessible, document-based, with the outcome being legally binding on both parties,” said Allan Connarty, managing director of IDRS Ltd.

RAC has been appointed as the provider of compliance checks on subscribing outlets to establish if they meet the code requirements. Checks will be unannounced and carried out every 24 months – with follow-up compliance checks for any garage not meeting the required criteria. “The check will take into account the facilities as well as the quality of work being carried out,” said Adrian McCarthy, head of RAC inspection services. “This is an excellent opportunity to support the motor industry, ensure levels of service and repair work are of an acceptable standard and customers are being treated fairly.”

Consumer surveys will obtain customer experience feedback via freepost reply forms available at the point of transaction within each subscriber’s premises. This is a further service handled by Percepta UK.

The code will be launched to consumers on 29 August 2008.

Any garage wishing to subscribe to the Motor Industry Code of Practice for Service and Repair can do so via the user-friendly website service.motorindustrycodes.co.uk