Repair Order and Vehicle Servicing Procedure

Purpose. This procedure describes how a customer vehicle moves from booking to release, including how the repair order is opened, allocated, worked, quoted, checked and invoiced.

1.Booking and check-in

The service advisor books the appointment, confirms the customer's contact details and records the concern in the customer's own words. At check-in the advisor walks around the vehicle with the customer, notes existing damage on the repair order, records the odometer reading and fits a seat cover, floor mat and key tag. The customer signs the repair order to authorise the booked work.

2.Opening the repair order

The advisor opens a record in the Repair Orders system with the customer, vehicle, registration, odometer, concern, promised time and booked work lines. The advisor must select the correct job type and must attach any manufacturer service campaign that applies to the vehicle identification number.

3.Allocation and safe start

The workshop controller allocates the repair order to a technician according to skill and licence. Before starting, the technician must check the hoist inspection tag, must fit wheel chocks or engage the parking brake and must confirm that a hybrid or electric vehicle has been depowered under the High Voltage Vehicle Isolation Procedure where the job requires it.

• Check hoist tag and arms before lifting
• Confirm lifting points from the repair information
• Depower hybrid and electric vehicles before high-voltage work
• Use the correct personal protective equipment for the task

4.Carrying out the work

The technician follows the manufacturer repair information, records the fault found, the cause and the correction against each line, and requests parts from the parts counter using the repair order number. Time is clocked on and off each line. Any additional work identified must be written up with a quote and passed to the service advisor. The technician must not start additional work until the advisor records the customer's authorisation.

5.Quality check and release

A quality check by a second technician or supervisor is required for brake, steering, suspension, wheel and high-voltage work and for every apprentice job. The checker road tests the vehicle where the repair requires it and initials the repair order. The advisor then reviews the invoice, calls the customer and records the release time.

6.Invoicing and hand over

The invoice itemises parts, labour hours, sublet work and levies. At hand over the advisor explains the work, points out any advisory items for next time and confirms the next service due. The repair order is closed in the system and the paperwork is filed.

7.Records

Repair orders are retained for seven years. Warranty repair orders must include the manufacturer authorisation number and the tagged part location.