Log your complaint

If a problem arises with your vehicle, please contact our Customer Care Department as soon as is reasonably possible.

You can reach us via phone or email (see contact details below).
Provide as much information as you can – your name, contact details, vehicle details, and a clear description of the issue.

Our internal review

Once we receive your complaint:

• Our Customer Care team will open a case and start an internal investigation.
• We will contact you on the same business day, or the next business day at the latest, to acknowledge your complaint and request any further information we may need.

We aim to provide you with an outcome within 10 (ten) business days.
This timing may depend on whether the vehicle needs to be inspected by us or by an independent workshop. If so, we will keep you updated and provide feedback as soon as reasonably possible once the assessment is complete.

Important:
To ensure a fair and objective outcome:

• Please do not carry out any repairs or modifications to the vehicle until our investigation is finalised and we have reached an agreement with you in writing.
• Any repairs done without the prior written approval of our Customer Care Department may be treated as unauthorised repairs and may void the implied warranty under the CPA.
• If you choose to send the vehicle to any workshop or service provider without our written consent, we will not be liable for any storage or related fees that may be charged.

Escalation to the Motor Industry Ombud of South Africa (MIOSA)

If your complaint has not been resolved to your satisfaction within 30 (thirty) days from the date you first lodged it with us, you agree, in terms of the CPA, to refer the matter to the:

Motor Industry Ombud of South Africa (MIOSA)

MIOSA is an accredited, independent dispute resolution body for the South African automotive industry. We will provide you with the information you need to lodge a formal complaint with them.

• You can submit your complaint directly to MIOSA via their website.
• MIOSA will review your case and issue a written recommendation.

[Your Company Name] undertakes to abide by the recommendations issued by MIOSA.

For further details, you may refer to the Consumer Protection Act and the South African Automotive Industry Code of Conduct.