FCAI V ACCC – Industry Hits Back Over Consumer Issues

The Federal Chamber of Automotive Industries (FCAI), the peak body that represents the automotive manufacturers and importers in Australia, has hit back at claims by the Australian Competition and Consumer Commission (ACCC) that it is not looking after car owners properly.

In a statement, the FCAI took issue with the ACCC’s claims that the automotive sector, both the car brands and dealers, are not handling complaints appropriately and restricting independent repairers access to technical information in order to force owners to service their cars at dealerships.

“The industry strives to deliver the best outcomes for its customers through offering world-class technology, safety, value and service to Australian consumers; a commitment which is underpinned by both consumer law and the manufacturers’ warranty and support mechanisms,” the FCAI statement read.

The FCAI was reacting to the release of a draft report by the ACCC that has highlighted three key areas it believes the car industry needs to address in order to better look after car owners.

“Complaints to the ACCC about new car manufacturers have risen to more than 10,000 over the past two years,” ACCC Chairman, Rod Sims, said. “Our draft report highlights the urgent need to address widespread issues in the industry.”

The first major issue the ACCC has raised surrounds the way manufacturers handle complaints, with the consumer watchdog suggesting carmakers do not give the full and relevant details of what car buyers are entitled to under the Australian Consumer Law. Specifically, owner’s right to request repairs for minor faults and a replacement vehicle if the fault is significant.

Industry