Company Policy: Customer Quotes
Purpose: At RT Customs & Collision, we are committed to providing transparent and reliable quoting processes for our customers. This policy outlines our procedures regarding quotes for both insurance and private repair work. Scope: This policy applies to all customers who request quotes for repair work from RT Customs & Collision. Insurance Work:
• Repair work that is quoted and assessed by the insurer will be carried out in accordance with their recommendations and policies.
• RT Customs & Collision will adhere to the instructions provided by the insurer regarding the scope of work, parts, and procedures for completing the repairs.
2. Private Quotes:
• Quotes provided for private repair work are valid for a period of two months from the date of issue.
• Customers have the option to accept the quote within this timeframe to proceed with the repair work.
3. Payment for Parts:
• For private repair work, if the customer accepts the quote, they are required to pay for any necessary parts prior to ordering.
• Once payment is received, RT Customs & Collision will proceed with ordering the required parts for the repair.
4. Additional Repairs:
• Upon starting repairs, it is possible that further damage may be discovered that was not evident during the initial assessment.
• If additional repairs are necessary to ensure the vehicle is repaired to an industry standard, RT Customs & Collision will discuss these findings and associated costs with the customer.
• Communication regarding additional repairs will be conducted via phone, email, or text to ensure the customer is informed and involved in the decision-making process.
5. Customer Consent:
• Before proceeding with any additional repairs that incur further costs, RT Customs & Collision will obtain explicit consent from the customer.
• Customers will have the opportunity to review and approve the proposed additional repairs and associated costs before work commences.
6. Non-Acceptance of Additional Repairs:
• If additional repairs are required to ensure the vehicle is completed to industry standard and the customer is not willing to have these repairs done, RT Customs & Collision reserves the right to return the vehicle incomplete and undrivable.
• Payment for the labor hours completed up to that point will be required from the customer. Compliance: All employees involved in the quoting and repair process are expected to adhere to the procedures outlined in this policy to ensure transparency and customer satisfaction. Review and Revision: This policy will be periodically reviewed and updated as necessary to ensure alignment with industry best practices and to address any changes in business operations or regulatory requirements. This clause ensures that customers are informed of the consequences of not proceeding with additional repairs required to meet industry standards and outlines the procedure for handling such situations.
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Company Policy: Payment of Invoices
Purpose: At RT Customs & Collision, we strive to maintain efficient and transparent payment processes to ensure smooth operations and continued service delivery. This policy outlines our expectations regarding the payment of invoices by customers. Scope: This policy applies to all customers who engage in business with RT Customs & Collision and are issued invoices for products or services provided. Payment Terms:
• Invoices issued by RT Customs & Collision are payable either at the time of pick-up or on the due date specified on the invoice, whichever comes first.
2. Payment Methods:
• Customers may settle their invoices using the following payment methods: cash, credit/debit card, electronic funds transfer (EFT), or other mutually agreed-upon methods.
3. Late Payments:
• Invoices not paid by the due date specified on the invoice will be considered overdue.
• A late payment reminder may be issued to the customer following the due date to prompt payment.
4. Overdue Administrative Fee:
• Invoices that remain unpaid beyond the due date will incur a 2.5% overdue administrative fee.
• This fee is calculated based on the total outstanding balance of the invoice and will be added to the invoice amount.
5. Resolution of Payment Issues:
• If a customer encounters difficulties in making payment by the due date, they are encouraged to contact RT Customs & Collision promptly to discuss alternative arrangements.
• RT Customs & Collision is committed to finding mutually agreeable solutions to payment issues to avoid unnecessary fees and maintain positive customer relationships.
6. Breach of Agreement:
• If a customer breaks their agreed-upon resolution of payment, they will be given one further chance to rectify the situation within a specified timeframe.
• If the customer fails to rectify the situation within the specified timeframe, RT Customs & Collision reserves the right to initiate legal action to recover the outstanding debt. Compliance: All customers are expected to adhere to the payment terms outlined in this policy. Failure to comply may result in the application of overdue administrative fees and may affect future business dealings with RT Customs & Collision. Review and Revision: This policy will be periodically reviewed and updated as necessary to ensure alignment with industry best practices and regulatory requirements, as well as to address any changes in business operations. This added clause reinforces the importance of adhering to agreed-upon payment resolutions and outlines the consequences of failing to do so.
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Company Policy: Customer Vehicle Inspection
Purpose: At RT Customs & Collision, we prioritize customer satisfaction and aim to ensure that all repair work meets or exceeds our customers' expectations. This policy outlines our procedures regarding customer vehicle inspection and acceptance of completed repair work. Scope: This policy applies to all customers who have their vehicles repaired or serviced by RT Customs & Collision. Customer Vehicle Inspection:
• Prior to leaving the premises, it is the responsibility of the customer to thoroughly inspect their vehicle to ensure that all repair work has been completed to their satisfaction.
• Customers are encouraged to examine the repaired areas, test any systems or components affected by the repair work, and raise any concerns or discrepancies with the assigned staff member if necessary.
2. Customer Acceptance of Completed Work:
• Once a customer drives away from the premises, it indicates their acceptance and satisfaction with the completed repair work.
• By driving away, the customer acknowledges that they have inspected the vehicle and are content with the quality of the repairs performed by RT Customs & Collision.
3. Rectification Requests After Departure:
• In the event that a customer identifies further work that they believe requires rectification after leaving the premises, RT Customs & Collision reserves the right to assess the validity of such requests.
• Decisions regarding the validity of rectification requests made after the customer has left the premises will be at the discretion of RT Customs & Collision.
4. Customer Communication:
• Customers are encouraged to communicate any concerns or issues regarding the completed repair work to RT Customs & Collision at the time of inspection before leaving the premises.
• RT Customs & Collision is committed to addressing customer concerns promptly and professionally to ensure their satisfaction. Compliance: All customers are expected to adhere to the procedures outlined in this policy regarding vehicle inspection and acceptance of completed repair work. Failure to comply may affect the ability of RT Customs & Collision to address any subsequent rectification requests. Review and Revision: This policy will be periodically reviewed and updated as necessary to ensure alignment with industry best practices and to address any changes in business operations or customer feedback. This policy emphasizes the importance of customer responsibility in inspecting their vehicles before leaving the premises and clarifies the procedure for addressing any further work requests made after departure.
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Company Policy: First Say in Rectification Work
Purpose: At RT Customs & Collision, we are committed to upholding the highest standards of integrity, transparency, and professionalism in the smash repair industry. This policy outlines our approach to ensuring that we have the first opportunity to rectify any work before it is taken elsewhere. Scope: This policy applies to all employees, contractors, and stakeholders involved in the smash repair process at RT Customs & Collision. First Opportunity for Rectification:
• As per the Australian Code of Conduct for the Smash Repair Industry, RT Customs & Collision asserts its right to have the first opportunity to rectify any work completed by us that is deemed unsatisfactory by the customer or any other involved party.
2. Communication Protocol:
• Customers or involved parties who express dissatisfaction with any aspect of the repair work must notify RT Customs & Collision immediately.
• Upon receiving notification, RT Customs & Collision will promptly assess the concern and schedule a review of the work.
3. Review and Rectification Process:
• Upon review, if it is determined that the work does not meet the agreed-upon standards or requires rectification, RT Customs & Collision will communicate this to the customer or involved party.
• RT Customs & Collision will propose a suitable rectification plan, including the timeline and any associated costs, if applicable.
4. Customer Consent:
• Before any rectification work is undertaken by another party, RT Customs & Collision will seek explicit consent from the customer or involved party.
• RT Customs & Collision will provide a detailed explanation of the proposed rectification plan and any associated costs to the customer for their consideration.
5. Charges for Canceled Rectification Work:
• In the event that a customer cancels the rectification work after parts have been purchased or specifically ordered for the job, the customer will be responsible for covering the cost of these parts.
• RT Customs & Collision will provide the customer with an itemized invoice detailing the cost of the parts purchased for the canceled rectification work.
6. Continuous Improvement:
• RT Customs & Collision is committed to continuous improvement and will use feedback from rectification processes to enhance our service delivery, quality assurance procedures, and customer satisfaction levels. Compliance: All employees and stakeholders are expected to adhere to this policy and uphold the principles outlined in the Australian Code of Conduct for the Smash Repair Industry. Failure to comply may result in disciplinary action, up to and including termination of employment or contract. Review and Revision: This policy will be periodically reviewed and updated as necessary to ensure alignment with industry best practices and regulatory requirements. This added clause ensures transparency regarding the financial responsibility associated with cancelling rectification work after parts have been purchased or ordered.
