Customer Service and Complaints Policy

Purpose. This policy sets the standard of service Torque customers can expect and explains how the business receives, records, investigates and resolves complaints under the Australian Consumer Law.

1.Purpose

Customers trust Torque with their vehicles and their money. This policy makes sure that every customer receives clear information, a written quote before work starts, an explanation of the work performed and a fair response if something goes wrong.

2.Service standards

Service advisors must record the customer's concern in the customer's own words on the repair order. No additional work will be started without the customer's authorisation, recorded on the repair order with the time and the method of contact. Customers will be contacted if a vehicle will not be ready at the promised time. Invoices will itemise parts, labour, sublet work and any environmental levy.

3.Consumer guarantees

Services will be carried out with due care and skill, will be fit for purpose and will be completed within a reasonable time. Parts supplied will be of acceptable quality. Where a repair fails within the warranty period, Torque will rectify it at no cost. Staff must not tell a customer that a consumer guarantee does not apply or that a manufacturer warranty replaces it.

4.Receiving complaints

A complaint is any expression of dissatisfaction about a vehicle, a repair, a part, an invoice or a person. Complaints will be accepted in person, by phone, in writing and through online reviews. Every complaint must be entered in the Customer Feedback and Complaints system on the day it is received, with the customer's desired outcome recorded.

5.Investigation and resolution

The Customer Care Manager will acknowledge a complaint within two business days and will assign an investigator who was not involved in the original work. The investigator will inspect the vehicle or the records, will speak with the staff involved and will propose a resolution within ten business days. The outcome, the reasons and any goodwill offered will be recorded and confirmed to the customer in writing.

• Acknowledge within 2 business days
• Resolve within 10 business days
• Escalate unresolved complaints to the Dealer Principal
• Advise the customer of Consumer Affairs Victoria if the matter cannot be resolved

6.Learning from complaints

Complaint trends will be reviewed at the monthly management meeting. Where a complaint reveals a quality or process failure, a corrective action will be raised and tracked in the Incident and Hazard Register or the quality review notes.