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Your rights at a car workshop in South Africa

Agree the work and the price before the spanners come out. Most disputes with workshops come from things that were never put in writing. The Consumer Protection Act gives you clear rights, and using them calmly protects both sides.

Your rights under the Consumer Protection Act

• Authorisation (section 15). A workshop may not charge for repair or maintenance work that you did not authorise. You may ask for an estimate first. If the work will cost more than the estimate you approved, the workshop must ask you before going ahead.
• Quality of services (section 54). Work must be done in good time, with proper care and skill. If it is not, you may require the workshop to fix it or to refund a reasonable part of the price.
• Quality of goods (section 56). Parts must be of good quality and free of defects. A defect within six months entitles you to a repair, a replacement or a refund.
• Repair warranty (section 57). New or reconditioned parts fitted during a repair carry a warranty of three months, or longer if agreed.

You may also ask for the replaced parts to be given back to you.

Get estimates and approvals in writing. A message or an email counts as a record. Ask beforehand whether the workshop charges for preparing an estimate.

May I use an independent workshop during the warranty?

Since 1 July 2021, the Competition Commission's guidelines for the motor industry say that carmakers should not prevent you from servicing or repairing your vehicle at a workshop of your choice during the warranty period, and should allow good-quality non-original parts.

There are limits:

• the guidelines are not law in themselves;
• the carmaker does not have to pay an independent workshop under a service plan;
• if an independent workshop's work causes damage, the warranty may not cover that damage.

If you go independent, choose a competent workshop, make sure it follows the maker's schedule with suitable parts and fluids, and keep detailed invoices.

Choosing a workshop

• Ask people you trust, and read reviews.
• Ask whether it belongs to an industry body such as the Retail Motor Industry Organisation (RMI).
• Look for tidy premises and staff who explain clearly, give written quotes and show you old parts.

Briefing the workshop

• Bring the service book.
• Describe the problem exactly: "a squeal from the front left when braking, worse in the morning".
• Agree what they will do: diagnose only, diagnose and quote, or a specific job.
• Ask them to phone before doing anything extra.
• Note the kilometres and fuel level, and remove your valuables.

When you collect the car

• Check the invoice against the estimate.
• Ask to see the old parts.
• Check that the service book is stamped.
• Look for new damage and warning lights.
• Test drive it if the repair was for something you could feel or hear.

If something is wrong

1. Go back to the workshop first, quickly and in writing, with the invoice.
2. If that fails, use the complaints process of its industry body, and then the Motor Industry Ombudsman of South Africa (MIOSA).
3. The National Consumer Commission also receives complaints under the Act.
4. Keep copies of every estimate, approval, invoice and message.

Saving money safely

Service on time, compare written quotes for the same work, group jobs that share labour, and ask what is urgent and what can wait. Never skimp on brakes, tyres, steering or suspension.

This guide is based on Chapter 10 of Caring for Your Vehicle, which also explains service schedules, warranties and service plans.