IMPORTANT COMPLAINT INFORMATION - PLEASE READ

 

Sometimes customers may be unhappy with the outcome of their WOF or COF, or feel the service was not up to standard. It's a human system and we all can make mistakes.

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Drivesure try every day to provide professional, balanced vehicle inspections in line with NZTA requirements, and customer service that exceeds expectations. Sometimes we may not meet those standards.

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If you believe that our vehicle inspections for WOF or COF has not met standards, or that our customer service was lacking, you are welcome to provide feedback or a formal complaint. Please read and consider the information below before lodging your complaint.

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IMPORTANT INFORMATION about a WOF or COF:

The standard of the inspection is determined by NZTA, not Drivesure. There is subjective judgement required in these standards and so some pass/fail thresholds may vary.

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Inspection standards change over time, and so just because it passed last time does not mean it will this time. This is not the fault of the inspector.

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It is not an invasive inspection, it is primarily a visual inspection. If any fault (eg: rust or worn brake pads) is not visible, is covered or concealed then it may not be detected and is not our fault.

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It is not a pre-purchase inspection and should not be used as such. There are numerous maintenance items not inspected and some items can be covered or concealed by sellers. Get a full pre-purchase before buying.

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A WOF or COF  is not a warranty. The inspection is “as presented” and items may fail at any time subsequent.

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Vehicle Inspectors do their best to provide a balanced inspection. Please don’t harass the inspector, they are doing a difficult job.

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IF YOU WISH TO LODGE A COMPLAINT

In order to consider a complaint the following information must be provided. Without this we are unable to proceed:

• Vehicle Registration

• Contact Person – the owner at time of inspectionm or owners representative

• Contact phone number

• Contact email

• A clear description of the issue, ideally with photographs.

• Any evidence of the issue/s that you claim.

Complaints will be acknowledged within 3 working days.

 

To assess an inspection complaint we will need access to the vehicle at one of our sites, or clear video and photo evidence if this is not possible. The word of a friend who is a mechanic is not acceptable.

 

NOTE that the Fair Trading Act and Consumer Guarantee Act apply to the vehicle owner at the time of inspection. If you have bought a vehicle and have then found faults you should first refer this to the person who sold you the vehicle.

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Lodge a complaint by either completing this form using the Start Now button below, or emailing the above information to complaints@drivesure.net.nz

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You may also lodge a complaint directly with NZTA via vccomplaints@nzta.govt.nz.