Fiat Chrysler Australia commits to improve after-sales services following ACCC investigations

Fiat Chrysler Australia has submitted an administrative undertaking on Friday, acknowledging the concerns of the Australian Competition and Consumer Commission following a large number of complaints from consumers on vehicles and the company’s handling of the complaints.

The undertaking by Chrysler includes a customer redress program along with just handling of the earlier complaints. It also includes an Australian Consumer Law compliance program to incorporate a complaints handling system.

The ACCC has received a considerable number of complaints from customers who have expressed their grievances against the company’s complaint handling system and huge delays in sourcing spare parts for the vehicles.

ACCC said that it received full cooperation from Chrysler into the investigations and the watchdog is satisfied that it has taken necessary measures to improve its after-sales services with particular importance to complaint handling.

“The consumer guarantees mandate that vehicles will be fit for purpose, free from defects and as durable as a reasonable consumer would expect. Where the guarantee is not complied with, a consumer will have rights against the supplier and in some cases the manufacturer, who will have to provide a remedy,” ACCC Chairman Rod Sims said. “This means that all car manufacturers and suppliers, including dealers, need to think beyond the initial sale and invest in their aftersales care."

Chrysler’s new process would allow particular customers to have their previous complaints reviewed by independent reviewers and the remedies would be implemented by Chrysler. ACCC will be monitoring its implementation.

Fiat Chrysler Australia President Pat Dougherty, who assumed the role even less than a year, said the poor after-sales services had mostly occurred under the previous management but assured the company will do better henceforth.

“We have implemented extensive changes across the business to improve the customer experience holistically, including the complaints resolution process," he said on Friday. He also noted that the ACCC’s investigation has pointed it out the shortcomings in the after-sales services of the company, which is an area the management is already sorting out ways to improve. According to Dougherty, the ACCC’s involvement has given the company an added sense of urgency which will allow FCA to provide current and future customers with much higher level of service.

Chrysler is a distributor of a number of vehicles in Australia, including Jeep, Alfa Romeo, Fiat and Chrysler.

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