VBRA operates a system of checks prior to acceptance into membership and periodically thereafter via Area Managers who interact directly with Members face to face. Initial and ongoing compliance discussions emphasise the obligations to be accepted and complied with regarding code approval.
On site audits are undertaken to police compliance with VBRA’s demanding membership standards of which code compliance is a small element only.
Code Inspections address member awareness of the Code and their responsibilities thereunder. The Code is also available via the VBRA website. Some members are precluded from displaying VBRA and/or the TSI Codes Approval Logos under commercial agreements with their principal work providers.
VBRA’s essential interest is that members comply with the Code for consumer protection purposes.
Where a compliance inspection highlights areas requiring action or improvement these matters are taken up and remedied on the spot by the VBRA Area Manager.
The VBRA are targeted to carry out formal Code inspections on a third of qualifying members annually. In the period covered by this report this was exceeded.
In 2014 TSI undertook an audit of VBRAs internal operation of the code processes which were found to be satisfactory as was the case in 2013.
For many years VBRA members have adhered to, and continue to be keenly aware of the need for a workable Code of Practice to benefit consumers and to be the starting point for quality of workmanship and pride in serving customers safely, politely and in a timely and cost effective manner. TSI Consumer Codes Approval enhances members’ existing dedication to quality and service and is seen as a positive benefit to all concerned.
The Code of Practice underpins governance of the interaction between customer and repairer and seeks to ensure, on the rare occasions something might go wrong, there is a workable customer facing mechanism to quickly put matters right to the satisfaction of all parties.
In any customer/business relationship there is a potential for dissatisfaction or conflict, real or imagined. This is especially so where vehicle repair is concerned due to the financially “emotive” nature of the subject.
The level of complaints in the sector evidenced by the return of CSS cards and more specifically in terms of the conciliation service offered by VBRA remains low and in consequence; the level of satisfaction remains pleasingly high.