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Dave McCowen | Sep, 07 2018 | 0 Comments

Volkswagen will review customer complaints and offer refunds, replacements or repairs to owners whose rights were not upheld by the brand.

The ACCC has reached an agreement with VW which will see the brand offer refunds tor replacement vehicles within 60 days of purchase if a “major failure” occurs, and establish an online checking tool within six months to allow people to check for potential issues with their cars. 

The court-enforceable undertaking is similar to agreements reached with Hyundai and Holden.

ACCC commissioner Sarah Court said the development reinforces automatic rights consumers have under Australian Consumer Law (ACL), “which cannot be excluded, restricted or modified”.

“Today’s action ensures Volkswagen will place consumer guarantees under the Australian Consumer Law at the centre of their approach to consumer complaints, as every car manufacturer should do,” she said.

A statement issued by Volkswagen Group Australia said it is committed to complying with consumer requirements.

“VGA has expressed its commitment to meeting its obligations under the ACL and providing consumers with the full benefit of protection afforded by the consumer guarantees,” it said.

“This undertaking reinforces our existing obligations to customers.

“Volkswagen is the only car brand that publishes information on its website about the performance of each dealer based on the direct feedback of 80,000 customers annually.

“For transparency’s sake, Volkswagen is developing a VIN checker for our website that will enable customers to see if any service campaign for their vehicle has been completed or remains outstanding.”

VW has agreed to have an independent expert review customer complaints received within the past 12 months, and to have the expert review its complaint handling system, compliance with consumer laws and review internal training. 

Customers will be provided with written reasons when a requested remedy, such as a replacement vehicle or new hardware, is not provided.

VW must write to consumers informing them of consumer rights, review log books and other information to ensure customers are not misled in relation to service and warranty requirements and update its website to include information about how consumers can make a complaint.

The development is not related to ongoing court action between the ACCC and VW in relation to the manufacturer's diesel emissions scandal. VW sister brands including Audi and Porsche are not affected by the changes.

 
Filed under Volkswagen VW
 
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