Name: Adam Junid

Programme: IMI

School: TOC

IMI ASSIGNMENT: IDENTIFY AND AGREE CUSTOMER SERVICE NEEDS

1)

Legislation Implication Source

For Employers For
Employees
Consumer In case of breach of Services en.wikipedia.org/wiki/Consumer_Rights_Act_2015
Protection contract, consumers must be
Act have the right to repeat performed http://www.autotrader.co.uk/content/news/new-
performance and price with laws-protecting-car-buyers-come-into-force-on-
reduction. "reasonable october-1st
care and
All products must be of skill" and
satisfactory quality, "within a
fit for purpose and as reasonable
described time".

If the product sold fails

to meet one or more of
those criteria, buyers are
entitled to reject the
product within the first
30 days of buying it.

If a defect is found after

30 days, but within six
months, buyers are
entitled to request a
repair, replacement or
refund. The law
assumes that the fault
was there at the time of
delivery, unless the
seller can prove it
wasnt.

Dealers will have only

one chance at repair or
replacement unless
otherwise agreed. They
cannot make repeated
attempts to fix a
problem; and, if they fail,
buyers are entitled to a
full or partial refund.
Seller is allowed to
make a reasonable
reduction for the amount
the car has been used
Sale of Goods shall be of satisfactory quality, fit http://www.which.co.uk/consumer-
Goods Act for its purpose, as described, and rights/regulation/sale-of-goods-act
 match any sample
provided/seen/examined.

After 6months, onus is on buyer to prove

defect was there during time of purchase.
Data Everyone responsible for using data has https://www.gov.uk/data-protection/the-data-
Protection to follow strict rules called data protection protection-act
Act principles. They must make sure the
information is:
used fairly and lawfully
used for limited, specifically stated
purposes
used in a way that is adequate, relevant
and not excessive
accurate
kept for no longer than is absolutely
necessary
handled according to peoples data
protection rights
kept safe and secure
not transferred outside the European
Economic Area without adequate
protection
Workplace Workplaces need to be adequately www.hse.gov.uk/pubns/indg244.pdf
(Health, ventilated.
Safety &
Welfare) For workplaces where the activity is
Regulations mainly sedentary, for example offices, the
temperature should normally be at least
16 C. If work involves physical effort it
should be at least 13 C (unless other
laws require lower temperatures).

Lighting should be sufficient to enable

people to work and move about safely. If
necessary, local lighting should be
provided at individual workstations and at
places of particular risk such as crossing
points on traffic routes. Lighting and light
fittings should not create any hazard.

Automatic emergency lighting, powered by

an independent source, should be
provided where sudden loss of light would
create a risk.

Every workplace and the furniture,

furnishings and fittings should be kept
clean.

The volume of the room when empty,

divided by the number of people normally
working in it, should be at least 11 cubic
metres. All or part of a room over 3.0 m
high should be counted as 3.0 m high.

The workplace, and certain equipment,

devices and systems should be
maintained in efficient working order
(efficient for health, safety and welfare).
The condition of the buildings needs to
be monitored to ensure that they have
appropriate stability and solidity for their
use. This includes risks from the normal
running of the work process (eg vibration,
floor loadings) and foreseeable risks (eg
fire in a cylinder store).

There should be sufficient traffic routes,

of sufficient width and headroom, to
allow people and vehicles to circulate
safely with ease.

Horizontal swinging barriers used as

gates should be locked open or locked
shut (preferably by padlock) so that they
do not swing open and constitute a risk to
oncoming vehicles.

To allow people and vehicles to move

safely, the best approach is to keep
vehicles and pedestrians apart by
ensuring that they use entirely separate
routes. If people and vehicles have to
share a traffic route, use kerbs, barriers or
clear markings to designate a safe
walkway and, where pedestrians need to
cross a vehicle route, provide clearly
marked crossing points with good
visibility, bridges or subways. Make
sure the shared route is well lit.

It is often difficult for drivers to see behind

their vehicle when they are reversing; as
far as possible, plan traffic routes so that
drivers do not need to reverse. This can
be achieved by using one-way systems
and drive-through loading areas.

Set appropriate speed limits, and make

sure they, and any other traffic rules, are
obeyed. Provide route markings and signs
so that drivers and pedestrians know
where to go and what rules apply to their
route, so they are warned of any potential
hazards.

Transparent doors should be marked or

incorporate features to make it apparent if
there is risk of collision.

Doors and gates which swing both ways

and conventionally hinged doors on
main traffic routes should have a
transparent viewing panel.

Power-operated doors and gates should

have safety features to prevent people
being struck or trapped and, where
 necessary, should have a readily
identifiable and accessible control
switch or device so that they can be
stopped quickly in an emergency.

An adequate supply of high-quality

drinking water, with an upward drinking
jet or suitable cups, should be provided.

Adequate, suitable and secure space

should be provided to store workers own
clothing and special clothing. As far as is
reasonably practicable the facilities should
allow for drying clothing. The facilities
should be readily accessible from
workrooms and washing and eating
facilities, and should ensure the privacy of
the user, be of sufficient capacity, and be
provided with seating.

Suitable and sufficient, readily accessible

rest facilities should be provided.
Seats should be provided for workers to
use during breaks. These should be in a
place where personal protective
equipment need not be worn. Rest areas
or rooms should be large enough and
have sufficient seats with backrests and
tables for the number of workers likely to
use them at any one time, including
suitable access and seating which is
adequate for the number of disabled
people at work.

Where workers regularly eat meals at

work, suitable and sufficient facilities
should be provided for the purpose.
Where provided, eating facilities should
include a facility for preparing or obtaining
a hot drink.

Canteens or restaurants may be used as

rest facilities provided there is no
obligation to purchase food.
Suitable rest facilities should be
provided for pregnant women and
nursing mothers. They should be near to
sanitary facilities and, where necessary,
include the facility to lie down.

From 1 July 2007, it has been against the

law to smoke in virtually all enclosed
public places and workplaces in
England, including most work vehicles.
Similar legislation exists in Scotland and
Wales.

Equality Act The Act introduces what it refers to as http://www.lawgistics.co.uk/legal-article-

Protected Characteristics (age, employment-law/retail-motor-industry-advice/the-
disability, gender reassignment, equality-act-2010
marriage and civil partnerships,
pregnancy and maternity, race, religion
or belief, sex, sexual orientation).

It will now be unlawful discrimination if:

1) You treat a person differently just

because of a protected character. This
could include not interviewing a person
because they are disabled, gay, pregnant
or of ethnic origin.

2) You must not do something to anyone

which has a worse impact on them
because they have a protected
characteristic unless you can show that
what you have done is objectively
justified.

3) You treat a disabled person

unfavourably due to something connected
to their disability which cannot be
objectively justified. For instance the
failure to consider a clinically obese
person for a job is unfavourable treatment
arising from disability.

4) You treat a person worse than another

because they are associated with a
person who has a protected characteristic.
For instance failing to give a job to an
applicant because they have a disabled
child.

5) You incorrectly think they have a

protected characteristic so do not appoint.
For instance, you heard they were in a
civil partnership and must therefore be
gay.

6) You harass them. For instance, telling

jokes about their religion or beliefs during
interview.

It will also be an offence if a disabled

applicant asks for information about the
job and requests an application form in an
alternative format and you fail to provide it.
This would be classed as a reasonable
adjustment.

If an applicant needs reasonable

adjustments to attend interview then you
must make them but you do not have to
appoint if they are not the best person for
the job, even after taking into account any
reasonable adjustments necessary to the
job.
 If after reasonable adjustments they are
the best person then you must appoint.

Another area of vulnerability is asking

questions about a persons health and/or
disability.

You are no longer permitted to ask an

applicant any question about their
health or disability until they have been
offered the job. This includes their
absence record.

This restriction applies to the

application form and also at the
interview.

The only exemption likely to be

applicable is where you need to ask
about health or disability to ensure that
they are able to carry out a function
that is essential to the job.

For instance, if they suffer from epilepsy

when they have to work in an environment
with flashing lights. In such circumstances
you need to know whether they can carry
out the function with reasonable
adjustments in place.

The way forward will now be to ask

applicants to send in a CV setting out
their experience and ask for a covering
letter stating why they would be
suitable for the job. That way you need
not ask about their health or disability
and will only judge on skills.

NB: This is one of the most important

changes to immediately affect employers.
Remove health related questions from
your application forms.

In addition, one extra important point is

that new Act outlaws terms which
require pay secrecy among employees
(but secrecy to outsiders is allowed).

2a)

Typical Term/Condition Explanation

All work and costs, including additional work This is to ensure contractual agreement with
must be approved by the customer before any customer and ensures customer is in control of
work is carried out the cost and time involved.
 All additional work is subject to VAT as required Self explanatory legal requirement.
by law.
All parts used will adhere to the manufacturers' This ensures warranty compliance and
service schedule and warranty, and will be of standardised work.
"original equipment" (OE) standard - ensuring
all manufacturers' warranties are validated.
Workshop does not accept any liability for any This protects the workshop against external
damage or losses suffered by the Customer related damage/theft.
from the storage of its vehicle at its premises.

Workshop will not be liable for any damage or

delay in the services provided if the reasons are
down to an act of God, industrial action such
as strikes, government disputes or factors to
be deemed out of control Workshop.

Workshop will not be responsible for any loss

of valuable items left by the customer and are
not connected to the vehicle or damage to such
items.

Nothing in this condition will affect the

customers statutory rights that the works are
performed with due skill and care, that the
goods supplied are of satisfactory quality and
are fit for their purpose and that the products
and services correspond with their description.

2b)

Typical content and limitations of vehicle and component warranties:

General terms

Generally a comprehensive policy (often 2-5 years) will cover failure/defects of major components
including:

The engine

Transmission system

Fuel and ignition systems

Cooling system

Electrics

Gearbox

Steering
Suspension

Non-frictional clutch and brake system parts

Limitations

Betterment

If a new part is fitted to your vehicle that's deemed better than the original one as the result of a
claim, you may be expected to contribute towards the cost of the part.

Some warranties may also require you to contribute towards labour charges.

Oil leaks

Certain parts may leak oil if they fail and some policies will exclude any damage caused by the leak.

Exclusions

Typically warranties will exclude normal wear and tear to parts such as:

Tyres and wheels

Exhausts

Catalytic converter

Brakes and clutch

Damage to the bodywork, paintwork, glass and headlights

Audio equipment

Satellite navigation systems

Warranty Invalidations

Note the following may invalidate the warranty:

Missing scheduled car services

Using an unauthorised garage for any repairs

Car modifications

Claims arising from neglect of the vehicle

Any repairs required as a result of using unapproved fuel, lubricants or parts

2c) Limits of authority for accepting vehicles:

LOA Category Explanation

1) Organisational Your job authorisation must be at the required
level.

2) Liability and Safety
For example, some organisations only allow
cars to be accepted at the job level of Service
Advisor, not at the Technician level
When receiving a vehicle at the Service Advisor
level, a thorough inspection and checksheet for
any existing damage or missing parts must be
prepared and countersigned by Customer.
Photos may also be taken by the Service
Advisor.

At the Technician level, the receiving Technician

must verify the above checklist and notify the
Service Advisor or Supervisor of any
discrepancies. The Customer may be notified if
it is a matter considered serious enough.

Note also that any employee driving a

Customer vehicle must be authorised and
insured to do so. For example, student trainees
are usually not insured and not allowed to drive
Customer vehicles.
3) Informational Any queries from the Customer should be
addressed at the Service Advisor level.

Any information asked from Customer to

Technician should be directed back to the
Service Advisor, unless the Technician is also
authorised to be the Service Advisor (Customer
Liason).

2d)

It is important to keep Customers advised of work progress, including any foreseeable delays,
because this minimises the inconvenience of hem having to:

1) re-plan their daily schedule and/or

2) wait around unnecessarily
3) waste their time/money making unnecessary trips to the workshop

Communications channel to inform customers of any delays is usually via mobile phone call.
Communications to Customers to pickup their vehicle is usually by SMS/Whatsapp and/or phone
call.
2e)

Typical procedures for processing/completion of documentation and records, including payment

methods and obtaining customer signatures:

Step Records generated/stored Persons involved

1) Receipt and inspection Vehicle receiving checksheet Customer, Service Advisor
of vehicle prepared by Service Advisor &
signed by Customer
2) Monitoring Any updates to Repair Order / Service Advisor, Technician
Jobcard
3) Delivery Pre Delivery Inspection sheet, Service Advisor, Technician
ensure jobs specified on RO
done, cleanliness check,
remove seat/floor/gear/wheel
protection, place spares/extras
in boot
4) Followup Appointment date/time if Service Advisor, Customer
needed