Choice of Repairer

AAAA launches Truth About New Car Servicing consumer education kits

The Australian Automotive Aftermarket Association (AAAA) today launched an in-store consumer information kit delivering factual information on new car servicing designed to directly challenge the myths and misinformation perpetrated by vehicle manufacturers and their dealers.

The kit correctly presents the customers’ legal position with respect to new car servicing by independent workshops. The consumer brochure will help independent workshop staff explain to customers that log book servicing undertaken by qualified staff in accordance with the manufacturers specifications will not impact the owners’ new car warranty.

This new educational package is part of a continuing “Truth About . . . .” communication campaign by the AAAA. Earlier material included materials directed at workshop operators covering the Truth About ‘Genuine’ Parts and the Truth About Capped Price Servicing.

The Truth About New Car Servicing consumer education kits were formally launched at the AAAA’s biennial Australian Auto Aftermarket Expo being held at the Melbourne Exhibition Centre from 6 to 8 April 2017. About 12,000 aftermarket workshop operators and suppliers are expected to visit the Expo and the kits are available free of charge from the AAAA stand.

AAAA Executive Director Stuart Charity said this customer information kit makes it clear that there is no requirement under Australian Consumer Law for a vehicle to be serviced by an authorised dealer or need to fit ‘genuine’ parts in order for the consumer guarantees to apply.

“This new Truth about new car servicing kit is comprehensive and self explanatory. Each kit includes in-store merchandising to capture customers’ attention, a stock of educational brochures to provide car owners with the facts and information to help business owners answer their customers’ questions,” said Stuart Charity.

Educating consumers with facts
The material in the new AAAA kit addresses key issues, such as the essential practices followed by reputable workshops, explanation of the Australian Consumer Law relating to vehicle manufacturer warranties and dealer extended warranties, and factual answers to a list of questions frequently asked by customers.

Stuart Charity said the average consumer can find these issues very confusing. “This information package will help to educate customers. It will give them confidence and comfort in making a decision about their preferred choice of repairer,” he said.

“This customer information kit tackles head on the misinformation about car servicing and warranties that car manufacturers and their dealerships have promoted for many years. It clarifies the differences between manufacturer warranties and the extended warranties sold by dealers,” he said.

Legal support
The kit also provides a link to the Australian Competition and Consumer Commission website for further information and tips on managing disputes with dealerships.

“For AAAA members, this Truth About New Car Servicing kit offers complimentary legal support through the AAAA legal service, if a customer has a valid warranty claim rejected on the basis that the car was serviced outside the dealership and/or had aftermarket parts fitted,” said Stuart Charity.


“Following the Expo, the AAAA through its Automotive Repairers Council of Australia (ARCA) will embark on a program to distribute the Truth About New Car Servicing kits to all ARCA members nationally. Members will have supplies of the customer brochures replenished free of charge.

“This kit is an important part of the AAAA’s ongoing commitment to ensure that the automotive service and repair sector becomes a more open, fair and competitive market,” he said.

CLICK HERE to see the new Truth About New Car Servicing Brochure.

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