We stand behind our work at South West Rocks Automotive, but we also know that cars can be complex. If you think we missed the mark on your service, we want to know about it. Here is our no-nonsense guide to getting things fixed. As proud MTA NSW members, we follow strict industry standards to make sure you always get a fair go without the runaround
If you're having an issue with your vehicle after a service, please let us know right away. Shoot us an email with a clear description of the problem and what you are hoping to achieve. Getting it in writing helps us make sure nothing is missed.
We'll need to see the car to understand exactly what's going on. Bring it back to the workshop so Tristan or one of our team can inspect the vehicle, review the previous work, and figure out the exact root cause of the problem.
Once we've assessed the vehicle, we'll talk through the findings with you. If the issue is related to our workmanship or a faulty part we supplied, we will sort it out to make it right under Australian Consumer Law. If the inspection shows it's an unrelated issue, we'll give you a clear, honest breakdown of what's actually happening.
If we can't quite see eye-to-eye on a solution, we have a great backup option. We are proud MTA NSW members, which means we abide by their Code of Ethics. If we reach a stalemate, we can escalate the matter to their independent dispute resolution team to help us mediate the situation fairly.
If we still can't reach an agreement through MTA mediation, your next avenue is to lodge a dispute with NSW Fair Trading. They will step in, review all the facts, emails, and diagnostic reports from both sides, and attempt to negotiate a fair outcome for everyone.
As an absolute last resort, if Fair Trading cannot resolve the dispute, you have the option to apply to the NSW Civil and Administrative Tribunal (NCAT). A tribunal member will review the case and make a legally binding decision.
