Mr Johan van Vreden, Motor Industry Ombudsman of South Africa

Contents of the presentation to the Portfolio Committee on Trade and Industry 7th March 2017 Introduction of the Motor industry Ombudsman of South Africa (MIOSA) Mr Johan van Vreden What does the MIOSA do? How does the MIOSA perform his function What criteria guides the MIOSA? Consumer education and awareness Why must all parties in the automotive and related industries contribute to and register with the office of the MIOSA? New developments in the office of the MIOSA The MIOSA’s role in respect of automotive product recall Contact details

Introduction of Mr Johan van Vreden, the Motor Industry Ombudsman of South Africa Became member of the Society of Automotive engineers in 1978 Served at the South African Bureau of Standards from the early 1980s’ homologating new vehicles and writing automotive specifications. Technical director at the Automobile Association for ten years. Motor Industry Ombudsman of South Africa from 2000 to date.

What does the Motor Industry Ombudsman do: The Motor Industry Ombudsman of South Africa (MIOSA) is an independent, impartial person with authority and responsibility to receive, investigate or informally address complaints and when appropriate, make findings and recommendations and publish reports

How does the Motor Industry Ombudsman perform his function? The Motor Industry Ombudsman of South Africa regulates the interaction and provides for alternative dispute resolution between persons conducting business within the automotive industry and consumers, as well as among participants in the motor and related industries in South Africa. This is in line with Section 82 of the Consumer Protection Act 68 of 2008 and the accredited South African Automotive Industry Code of Conduct. As in its vision, the Motor Industry Ombudsman of South Africa is striving to contribute to the continuous improvement of customer care, as well as relationships among participants in the motor Industry to the benefit of all parties.

What criteria guides the Motor Industry Ombudsman The MIOSA is at all times guided by the following considerations: Consumer Protection Act 68 of 2008 The South African Automotive Industry Code of Conduct The need to resolve the disputes rapidly Principles of natural justice Good customer care practices Good Engineering practices Fairness (equity) Cost effectiveness

Consumer education and awareness programmes The MIOSA offers Consumer Education and participate in the Consumer Awareness Programmes across the country. This is in partnership with all Provincial Consumer Protection Offices and various Government Departments across the country-we have extended these service to the rural areas where consumers have limited access to information and have increased our footprint in these areas for the past eight years We also participate on radio and television Consumer programmes, such as: Khaya FM-Joy Ride, SABC / SA FM-Speak Out, Motsoeding FM the list is endless

Why must all the parties in the automotive and related industries contribute to and register with the Accredited Motor Industry Ombudsman of South Africa? On the 17 October 2014 the Minister of Trade and Industry Dr Rob Davies accredited the Code of Conduct for the Automotive Industry of South Africa in the Government Gazette Vol 529. No. 38107. The Accreditation is in terms of Section 82 of the Consumer Protection Act 68 of 2008 In terms of the definition of the Code, all the participants in the automotive Industry are obliged to contribute to the budget of the MIOSA as per Section 13 and schedule 5 of the Code Section 82(8) of the CPA clearly states that a supplier must not in the ordinary course of business contravene the applicable industry Code Section 1 of the CPA clearly identifies all parties involved in the supply chain and with this in mind one should be able to realise that when goods are sold or services rendered to vehicles of consumer you are part of a supply chain in terms of the code

New developments in the office of the MIOSA In 2016 we established an information and liaison centre that operates from Monday to Friday between 8h30am and 16h30pm. In January 2017 we launched an Online Assistance Request System. This system is already benefiting consumers in a sense that they are able to lodge complaints at their convenience or in the comfort of their homes or offices. It generates a reference number instantly and in future the consumer would be able to track progress of their complaints online. Through this system the response and complaint duration has improved and we are now able to resolve complaints within eights weeks as prescribed by South African Automotive Industry Code of Conduct.

The MIOSA ‘s role in respect of automotive product recall On request of the parties involved: The MIOSA will assist and advise the National Consumer Commission (NCC) in respect of technical matters. Make recommendations in respect of such product recalls to the parties involved Once the product recall has been instituted, to provide advice to consumers through our information and liaison centre in respect of the recall procedures determined by the parties. To independently observe the recall process to ensure that protocol and equity are maintained.

Our Contact Details: Telephone number : 086 11 64672 086 11 MIOSA Fax number : 086 630 6141 Email: info@miosa.co.za URL: www.miosa.co.za Please note that the Motor Industry accredited Code of Conduct is available on the MIOSA’s website.