Quality of Work and Warranty Policy

Purpose. This policy defines the quality standard for every repair, inspection and vehicle preparation and sets out how manufacturer and Torque warranty work is authorised, performed and claimed.

1.Purpose

Quality at Torque means that work is performed to the manufacturer's specification, is checked before the vehicle is released and is recorded so that the customer, the manufacturer and an auditor can see what was done and why.

2.Quality standard

Technicians must follow the manufacturer repair information for the vehicle and must record torque settings, fluid capacities and part numbers where the repair information requires them. Every repair order must show the fault found, the cause and the correction. A second technician or supervisor will carry out a quality check on brake, steering, suspension, wheel and high-voltage work before the vehicle leaves the bay.

3.Inspections

Roadworthy inspections will be conducted only by licensed vehicle testers using the Pre-Delivery and Safety Inspection Checklist. Defects found will be listed and quoted separately. Inspection results must not be altered after the inspector signs the checklist.

4.Warranty work

Manufacturer warranty repairs must be authorised in accordance with the relevant manufacturer warranty policy before parts are fitted. Replaced warranty parts must be tagged with the repair order number and retained in the warranty parts cage for the period required by the manufacturer. Torque provides a 12 month or 20,000 kilometre warranty on its own repairs and a statutory warranty on used vehicles as required by the Motor Car Traders Act 1986 (Victoria).

5.Comebacks

A vehicle returning for the same concern within 90 days is a comeback. Comebacks must be recorded in the Customer Feedback and Complaints system, investigated by the Service Manager and reviewed at the monthly quality meeting.

6.Records

Repair orders, inspection checklists and warranty claim records will be retained for a minimum of seven years. Access to customer records is restricted to staff who need them for their role.