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Fair Trading enquiries
13 32 20
 

Changes to motor dealer forms delayed

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You may have heard that a number of minor changes are being made to some of NSW Fair Trading’s prescribed motor dealer forms. These changes have been delayed to allow dealers to exhaust stock of the current forms. The new forms will be updated and published on the NSW Fair Trading website when the Motor Dealer and Repairers Amendment Regulation 2017 is introduced.

 

Have your say on airbag safety 

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Have your say on proposed legislation about removal and replacements of recalled Takata airbags. 

To have your say on the proposed changes visit the Fair Trading website.

Submissions close on 19 July 2017.

 

Top tips - preventing and handling repair disputes 

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On average, NSW Fair Trading deals with approximately 6,500 automotive disputes a year. Below are top tips to help you prevent and deal with disputes:

  • Ensure you have a “Job Card” for every job
  • Communicate with your customers, especially if there are delays in the repair/service
  • Understand the difference between a “quote” and “an estimate”
  • Make sure you are issuing invoices with itemised costs for parts and labour
  • Train your staff as the first point of contact not to be negative or defensive
  • Have a nominated representative to deal with disputes. Someone who has the authority to make offers if necessary
  • Make sure you have a central email address for customers to write to, so that dispute information can be dealt with quickly
  • Listen to your customer and ask questions if required
  • Inspect the vehicle at no cost to the customer to determine if the problem is related to the repair that you carried out
  • Test drive the vehicle to diagnose the problem, don't diagnose at the counter
  • Keep the lines of communication open; don’t ignore phone calls and emails
  • If the dispute relates to a repair that has been caused by a subcontractor, get them involved too. This will help clarify the matter, though be aware as the principle repairer you are directly responsible to the customer
  • Keep a log of complaints/feedback you receive from customers, as this can help identify areas where you may be able to improve your business and attract more customers.
 

Free seminars for motor dealers and repairers

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Keep yourself up-to-date. Throughout the year, NSW Fair Trading hosts free seminars presented by industry experts. The next seminars are:

  • Tuesday 18 July 2017 at Camden Sports Club, Camden
  • Tuesday 25 July 2017 at Coffs Harbour Ex-Services Club, Coffs Harbour.

    Reserve your place by registering on our events calendar or phone 13 32 20.
 

Don't forget - important reminders

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Below are some important reminders for motor dealers and repairers to stay compliant:

  • Don’t forget to provide a Form 12 - Cooling off period notice when selling a car through Dealer Finance. This form will inform the customer about the cooling off period that applies to their purchase.
 

Odometer repairs or replacements 

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Licensed motor vehicle repairers may repair or replace an odometer if they have notified NSW Fair Trading by using the 'Notification of alteration or replacement of a motor vehicle odometer' form.

Unlicensed motor vehicle repairers must apply for approval prior to completing the repairs or replacement of an odometer. To seek approval, complete an 'Application for approval to alter a motor vehicle odometer form'.

 

Fee increase

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From 1 July 2017, many of the fees Fair Trading charges for services provided will be increased by 1.84% to reflect the increase in Consumer Price Index (CPI). The adjustment of fees is part of the annual fee update we do each year. Fees for the motor dealer and repairers industry will be increased as part of this process and will be available on the Fair Trading website from 1 July 2017.

This year Fair Trading is introducing fee units in order to provide a simple mechanism for fees to be automatically adjusted each year. Fees have been expressed as fee units rather than dollar amounts. Fees will then be automatically adjusted each year from 1 July 2018 by adjusting the value of a fee unit to account for the change in CPI. Fee units will reduce the cost to Fair Trading and taxpayers, from having to manually adjust every fee each year.


 

CTP fraud crack down

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In August 2016, the State Crime Command’s Fraud and Cybercrime Squad established Strike Force Ravens to investigate syndicates targeting the CTP insurance scheme following recommendations of the CTP Task Force.

The CTP Task Force is a NSW Government initiative coordinated by the State Insurance Regulatory Authority, involving representatives from various government agencies, legal, health, and insurance sectors.

As part of ongoing investigations, Strike Force Ravens arrested a 54-year-old man in Liverpool in June 2017. 

Police alleged the man purported to be the driver of a vehicle involved in a staged crash and submitted fraudulent property and CTP insurance claims. The total value of the fraudulent claims was more than $500,000.

To date, Strike Force Ravens have arrested nine people and laid more than 80 charges in relation to a combined fraud of almost $9.2 million. For more details visit the NSW Police website.


 
fairtrading.nsw.gov.au