Issues with customer supplied parts

Public news

A new MTA member on the Eyre Peninsula has been receiving regular requests by customers to supply their own parts for a job and discussed with us his concerns about how this leaves his business exposed in the event that the part should be faulty or fail in the future.

All members who fit parts should be aware of and review the information in our Member Resources section on the MTA Membership Portal by clicking here.

This section outlines the pros and cons of customer supplied parts and ask you to consider implementing a policy for your business that is clearly displayed for customers about your business stance on installing customer supplied parts.

Further to this, we recommended to the member the use of our recently updated Repair Authority Form which provides information and agreement from the consumer about requested repairs. You can order this by clicking here.

With the growth of online shopping, some customers are choosing to source their own parts, sometimes at a cheaper cost but these are often imported and not always meeting Australian Standards. This poses a significant risk to any auto repair business that elects to undertake repairs when using customer supplied parts.

If you do accept customer supplied parts, the risks to you in fitting parts to vehicles supplied by the customer are:

  • The onus will be on the repairer to make a suitability assessment of the parts fitted to a customer’s vehicle. If a repairer proceeds to fit the parts supplied, it is assumed by the customer that a professional has deemed them to be of an acceptable quality and fit for purpose. Any subsequent performance or reliability issues following that assessment are taken on by the repairer.
  • In the case of a customer’s claim the supplied parts they want fitted are refurbished or reconditioned, be aware that if you fit a part that you have not re-conditioned yourself, you don’t know the extent they have been reconditioned to. In cases where you can see certain procedures have not been carried out on a supplied part, ensure you provide written advice on the issue, as verbal advice is difficult to prove if a failure occurs.
  • A failure of any other part used in connection to or associated with the performance of that part may be attributed to the fitting of the customer supplied part, which by installing, you have deemed to be suitable and of an acceptable quality.

If you would like assistance writing a policy concerning the non-use of customer supplied parts please contact the MTA’s Workplace Relations team by clicking here or by calling 8291 2000.

If you have any questions about the risks involved in using customer supplied parts in vehicles contact your Industry Engagement Specialist, Paul Back by clicking here or by calling 8291 2000.