The AA Quality Assured register is an exclusive AA register of motor related businesses in which the customer can have implicit trust. Registration requires commitment to the highest standards of professionalism, facilities and customer attention at fair and reasonable charges.
The following is an extract of the relevant sections of the AA QAssured Standard for a Brake and Clutch Fitment Centre:
Registered AAQA brake and clutch fitment centers shall comply with the following:
8 MANDATORY (COMPULSORY) CRITERIA
8.1 At the time of the AAQA inspection audit, documentation or information systems shall be made available to the auditor from which a list of at least 40 names of the most recent customers can be extracted, with their daytime telephone numbers. (The list shall be used by AAQA for the purpose of determining the customer satisfaction rating of the business).
8.2 Insurance for general liability. The policy shall include a clause on cover for defective workmanship. The policy, or copy thereof, shall be available for inspection at each AAQA audit.
8.3 Sufficient members of the workshop staff shall be qualified in the motor technician's trade, with A card or trade test certificate, (or certified copies thereof), available for inspection at each AAQA audit.
8.4 Written guarantee / warranty on workmanship / repairs / services, applicable for a specific period of time, to be recorded on the invoice, or a suitable document handed to the customer.
8.5 For the purpose of maximum uniformity and control of misrepresentation, all material containing any reference to AAQA registration or the use of the AAQA logo or wording, shall be submitted by the business to the AAQA division for approval, prior to publication and printing.
8.6 The business shall co-operate fully to resolve any dispute arising, in order to minimize customer dissatisfaction and inconvenience. If the AA so deems it necessary to hold a mediation for whatever reason, the accountable representatives of the business shall attend such mediation.
8.7 A fully accountable member of staff shall be available on the premises at all times during business hours.
8.8 Adequate reception. (refer to section 9 for further detail).
8.9 Efficient systems and administration, in particular, detailed works control document (job card) and invoice.
8.10 The interior and exterior of the building shall be clean and of a high standard.
8.11 If quotations for strip and quote are to be charged for, the customer shall be informed of the amount of such charges, prior to any work commencing.
8.12 Covered working bays.
Besides the normal workshop equipment and criteria, there shall be specifically available and in use, the following:
8.13 2 or 4 post hoist.
8.14 Trolley jack.
8.15 Trestles and creepers.
8.16 Vice, mounted to a work bench
8.17 Tool rack or tool box, per work station.
8.18 Complete tool kit per technician, including complete set of spanners, sockets, allen keys, screwdrivers, hammers, pliers, saws, punches, files and vice grips.
8.19 Compressed air system.
8.20 Parts wash facility.
8.21 Torque wrench.
8.22 Arc welder.
8.23 Brake shoe radius grinder, with dust extractor.
8.24 "On the vehicle" brake disc skimmer.
8.25 "Off the vehicle" disc and drum lathe.
8.26 Hub puller.
8.27 Dial Test Indicator gauge.
8.28 Brake drum measuring equipment.
9 EXTERIOR OF PREMISES, RECEPTION, AND CUSTOMER FACILITIES
The business shall comply with the availability and usage of the following criteria:9.1 The premises shall be easily identified and signed when viewed from the roadway.
9.2 Adequate and safe parking.
9.3 External appearance clean and painted.
9.4 Reception area clean and uncluttered.
9.5 Reception staff neatly dressed.
9.6 Customer waiting area adequately furnished.
9.7 Toilet facilities available, clean, functional, and with soap and towel.
9.8 Certificates of achievement displayed (relating to the business and staff).
9.9 Details displayed of guarantee / warranty on the wall in the reception area. Refer to item 8.5 and 10.7 for further detail.
9.10 The AAQA Standards Manual available, up to date and in order.
9.11 AAQA logos, signs and material in order.
9.12 Reception area constantly manned.
9.13 Refreshments available, i.e. tea, coffee, cold drinks.
9.14 Old parts available for inspection.
9.15 Also note relevant material as included under the mandatory listing.
10 GENERAL REQUIREMENTS
The business shall be inspected for general compliance of the following:10.1 Customer satisfaction follow up system in use. 10.2 Courtesy car facility available for collecting / delivering customers.
10.3 A training programme shall be in place to ensure that all staff are kept up to date with the latest technologies and skills.
10.4 System in use to control vehicle booking and progress of work.
10.5 The premises shall be free of all items that do not assist in the day to day running of the business. Such items include redundant tools, equipment, tyres, vehicles, vehicle components and the like.
10.6 Fax machine and e-mail facilities, with e-mail address available.
10.7 Minimum guarantee/warranty of 6 months or 10 000km on workmanship/repairs/services or, as per written agreement with the customer. Spares warranty as per agreement with the spares supplier. 10.8 Technical manuals and bulletins neatly stored, in use, and available to technicians.
10.9 Also note relevant criteria as included under the mandatory listing.
11 ADMINISTRATIVE DOCUMENTATION
Job card and invoice documentation shall be inspected for compliance of the following criteria:11.1 Business letterhead/logo printed.
11.2 Time and date vehicle was received.
11.3 Customer / contact person's name and daytime telephone number.
11.4 Job card number and invoice number.
11.5 Vehicle make, type and registration number.
11.6 Odometer reading.
11.7 Quotation details.
11.8 Staff contact name.
11.9 Detailed customer's instructions on job card.
11.10 Account number, order number, and customer's postal address (account / fleet).
11.11 Writing neat and legible.
11.12 Record of other faults found during repairs, and record that the customer was notified.
11.13 Record of future recommended work required to the vehicle, on the invoice.
11.14 Record of body damages before repair work commences.
11.15 Parts, labour and consumable details.
11.16 Unit price, sub total, VAT and total price.
11.17 Customer's signature on the job card prior to work commencing. (where possible)
11.18 Written details of guarantee/warranty on workmanship on the invoice or separate document. (Refer items 8.5 and 10.7).
11.19 Also note relevant criteria as included under the mandatory listing.
12 HEALTH AND SAFETY
The business shall comply with the availability and usage of the following criteria:
12.1 Reception and workshop areas
to be maintained so as to present no unsafe hazards to staff and customers.
12.2 Adequate fire extinguishing
equipment available with services up to date and clearly indicated by mandatory
warning signs and demarcation on floor. Demarcated areas to be free of all obstructions.
12.3 Injured On Duty forms
available and in order.
12.4 Equipment inspection records
available and in use.
12.5 Workshop well ventilated.
12.6 Entries and exits uncluttered.
12.7 First aid box, well equipped.
12.8 Also note relevant criteria
as included under the mandatory listing.
13.1 Workshop and store areas clean and tidy and floors to be in good condition, painted, and free from old caked oil and grease.
13.2 Durable work bench / table of adequate area, per work station.
13.3 Adequate lighting, with no unserviceable lights.
13.4 All technicians wearing a standard, clean uniform, with no zips or buttons exposed, to damage vehicle paintwork.
13.5 Seat, carpet and fender protection covers available and in use.
13.6 Tools shall be in good condition and the correct tools used for the job.
13.7 One lead light per work station.
13.8 Welding goggles and gloves.
13.9 Bench grinder with eye protection and eye protection warning sign.
13.10 Oxy-acetylene set with flash back arrester.
13.11 Arc welder
13.12 Power drill with drill bits.
13.13 Vernier gauge.
13.14 Set of taps and dies.
13.15 Bearing pullers.
13.16 Bench drill.
13.17 Trays to store parts and for spillage.
13.18 Extension lead.
13.19 Engine and gearbox trestles.
13.20 Wheel nuts to be re-torqued to manufacturer's specification, using a torque wrench.
13.21 Wheel nut torque chart for passenger vehicles, available for easy reference.
13.22 Adequate stocks of grease and brake fluid.
13.23 Adequate supply of fast moving parts.
13.24 Efficient and clean facilities for the handling of new and waste lubricants.
13.25 Engine hoist.
13.26 Summer coolant / anti freeze to be added to the cooling system when necessary.
13 27 Also note relevant material as included under the mandatory listing.
13 WORKSHOP
The business shall be audited for compliance of the following criteria and equipment availability and usage:13.1 Workshop and store areas clean and tidy and floors to be in good condition, painted, and free from old caked oil and grease.
13.2 Durable work bench / table of adequate area, per work station.
13.3 Adequate lighting, with no unserviceable lights.
13.4 All technicians wearing a standard, clean uniform, with no zips or buttons exposed, to damage vehicle paintwork.
13.5 Seat, carpet and fender protection covers available and in use.
13.6 Tools shall be in good condition and the correct tools used for the job.
13.7 One lead light per work station.
13.8 Welding goggles and gloves.
13.9 Bench grinder with eye protection and eye protection warning sign.
13.10 Oxy-acetylene set with flash back arrester.
13.11 Arc welder
13.12 Power drill with drill bits.
13.13 Vernier gauge.
13.14 Set of taps and dies.
13.15 Bearing pullers.
13.16 Bench drill.
13.17 Trays to store parts and for spillage.
13.18 Extension lead.
13.19 Engine and gearbox trestles.
13.20 Wheel nuts to be re-torqued to manufacturer's specification, using a torque wrench.
13.21 Wheel nut torque chart for passenger vehicles, available for easy reference.
13.22 Adequate stocks of grease and brake fluid.
13.23 Adequate supply of fast moving parts.
13.24 Efficient and clean facilities for the handling of new and waste lubricants.
13.25 Engine hoist.
13.26 Summer coolant / anti freeze to be added to the cooling system when necessary.
13 27 Also note relevant material as included under the mandatory listing.
