CASETRUST ACCREDITATION SCHEME FOR AUTO ALLIED BUSINESS
The Consumers Association of Singapore (CASE) has developed an Accreditation Scheme for the auto allied businesses which was initiated by the industry. Building upon the widely accepted and stringent CaseTrust requirements which primarily promote fair-trading and good business practices, this CaseTrust Accreditation Scheme has incorporated new criteria unique to the auto allied businesses to help raise their professionalism and trustworthiness in the industry.
Participation in the CaseTrust Accreditation Scheme for auto allied businesses is voluntarily and not compulsory.
With the introduction of this scheme, consumers can easily identify reliable auto allied businesses simply by checking whether the business displays the CaseTrust logo. As vehicle maintenance and repairs are considered high-expense items to the motoring consumers, CASE hopes to offer better consumer protection by encouraging these businesses to adopt the widely accepted CaseTrust standards and good business practices.
CONSUMER'S FRIENDLY PRACTICE FROM AN ACCREDITATION AUTO ALLIED BUSINESS
This Accreditation Scheme was designed in mind for the auto allied businesses to enhance their trustworthiness by conducting their business with consumers in full transparency and good business practices.
A standard agreement was designed to be used by an accredited business to add greater transparency to the process of servicing and repairing motor vehicles. This agreement clearly spells out the liabilities of each party, as well as the terms and conditions with regards to the services to be performed and the time taken.
The CASE Mediation Centre will handle mediation for complaints against accredited auto allied businesses. Accredited auto allied businesses are contractually bound to mediation and are committed to resolve business disputes amicably.
WHAT CAN CONSUMERS EXPECT FROM A CASETRUST ACCREDITED BUSINESS?
An auto allied business that achieves CaseTrust accreditation is certified as a business that possesses the foundation for good business practices and standards. The business will have the following mechanisms in place:
CLEAR FEE POLICIES
The auto allied business will provide itemised billing on works that it undertakes from customers.
It has clearly articulated and documented policies on fees and fee refund. These must be fully disclosed to their customers and adhered to according to the terms and conditions of the contract between the business and consumer.
WELL-DEFINED BUSINESS PRACTICES AND SYSTEMS
A redress system with proper and clearly defined dispute resolution mechanisms for the business and consumers. This will include mediation by, CASE Mediation Centre, and recourse to the Small Claims Tribunal and the Courts, if necessary.
A performance bond capped at S$50,000 to protect the customer’s fees and deposits paid in the event of an unresolved dispute.
The auto allied business ensures that it has sufficient and well-trained service personnel who can carry out the repair and maintenance works efficiently and with quality assured.
It ensures its service advisors do not practice unethical sales tactics and must be able to provide good customer service.
LAST UPDATE: 17 NOV 2014