Just Cars for Repairers
Dispute Resolution for Repairers
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For Repairers
Just Car recognises that from time to time issues of dispute may arise in your dealings
with us. In most cases these issues can be resolved at the local level, but should
this not be possible, the following procedures have been put in place to assist
you.
1. Disputes arising Prior to the Completion of Repairs - Two-day Process
In order to minimise delays in having customers’ vehicles repaired disputes
arising prior to the completion of repairs will be addressed by a two-day dispute
resolution process. In most cases it would be expected these disputes will be resolved
at the local level, or under the terms of
Repair Guarantees & Responsibilities.
It is important to note disputes relating to the amount to be paid for repairs,
or differences of opinion as to the preferred repair method, other than those outlined
below, should be handled through negotiation with the assessor, and if necessary
our local Operations Manager. Such disputes cannot be elevated beyond this level.
Repair method Disputes
Disputes over repair method relating to the safety, structural integrity, presentation
and utility of the vehicle can be elevated through internal dispute resolution by
contacting our
Consumer Appeals Service, which is provided by AAMI. The issue
should, in the first instance, be raised with our local Operations Manager.
When advising the
Consumer Appeals Service of a dispute you will be required
to provide full details of the dispute, together with documentary evidence to support
your position. A determination on the dispute will be made within two business days.
Just Car agrees to be bound by the determination of the
Consumer Appeals Service. However, should you disagree with
the determination you retain the right to refuse to carry out repairs, and under
those circumstances Just Car retains the right to have the vehicle repaired by another
repairer. No further dispute resolution exists for such disputes.
Other Disputes
Where a repair dispute, other than described above, arises prior to the completion
of repairs, this can also be raised through internal dispute resolution by contacting
our
Consumer Appeals Service. The issue should initially be raised with Just
Car’s local Operations Manager.
A determination will be made within two days but in such cases if you disagree with
the determination you may raise the matter under the External Dispute Resolution
procedures of the
Motor Vehicle
Insurance and Repair Industry Code of Conduct.
2. Dispute Resolution - After Completion of Repairs - 15 Day Process
Where a dispute arises after the completion of repairs, and you feel Just Car has
not acted in accordance with our contractual arrangements with you, or the provisions
of the
Motor Vehicle Insurance and
Repair Industry Code of Conduct, you may raise this dispute with our
Consumer Appeals Service. You will be required to do this
in writing, providing full details of the dispute and your concern with Just Car’s
conduct.
Just Car will respond within five business days, and will endeavour to conclude
the dispute resolution process within a further 10 business days, having taken into
account all relevant details in arriving at a determination.
Just Car agrees to be bound by the determination of the
Consumer Appeals Service. However, should you disagree with
the determination you may raise the matter under the External Dispute Resolution
procedures of the
Motor Vehicle
Insurance and Repair Industry Code of Conduct.
