Aftermarket: Upgrading Quality, Transforming and Upgrading Automotive Maintenance

Recently, the drafting of the Guiding Opinions (Consultation Draft) on Soliciting the Transformation and Upgrading of the Automobile Maintenance Industry and Improving Service Quality (hereinafter referred to as “Opinions”) has been completed. From June 30, the Ministry of Communications has publicly solicited opinions from the grass-roots transport authorities, road transportation management agencies, various types of vehicle maintenance companies and industry associations.

The "Opinions" aims to implement the spirit of the 18th CPC National Congress and the 3rd Plenary Session of the 18th CPC Central Committee, accelerate the transformation and upgrade of the automobile maintenance industry, improve the quality of maintenance services, and better serve the economic and social development and improve the people's quality of life.

In the event of a vehicle maintenance dispute, you may consult a third-party technical agency. The "Opinions" pointed out that all local transportation authorities must establish and improve working platforms and mechanisms for mediation and complaint handling of vehicle maintenance quality disputes. Road management agencies around the country must entrust industry associations and other institutions to set up third-party public welfare agencies, carry out technical consultations on vehicle maintenance, and accept maintenance quality complaints and dispute mediation. It is necessary to publish the complaint telephone number and website and set up reception service places to ensure the smoothness of complaint channels. It is necessary to publish the range of complaints accepted, the processing flow, and the timeliness of processing, and feedback the results in a timely manner. It is necessary to continuously improve professional technical capabilities, appraisal capabilities and dispute mediation levels, and be good at resolving various types of complaints and disputes.

Appointment repairs improve service efficiency. The Opinions encourage maintenance companies to optimize their service processes and improve their service capabilities. Encourage enterprises to extensively carry out scheduled maintenance services through telephones and the Internet to improve the timeliness of vehicle repairs; and provide convenient services to consumers by providing extension services such as transportation vehicles and on-site shuttle buses.

Achieve cross-regional vehicle maintenance and rescue. The "Opinions" pointed out that in accordance with the principle of "unified platform, unified dispatch, unified service, and rapid response," we must gradually establish a nationwide vehicle maintenance and rescue system. Referring to the medical rescue “120” convenience service service-related model, research and establishment of a national unified car rescue service call is convenient for owners to call and rescue; it is necessary to rationally deploy rescue sites to ensure rapid and efficient rescue services. It is necessary to establish an information service platform for the coordinated operation of ministries, provinces, and cities, and formulate the conditions and service standards for rescue companies. Road management agencies around the country should encourage qualified rescue companies to actively join the rescue network and uniformly deploy operations. Rescue companies must be equipped with specialized rescue equipment and technical personnel to improve rescue capabilities. All road transportation management agencies should pay attention to building a local public service brand for vehicle maintenance and rescue, and strengthen service quality supervision.

The monopoly of repair parts channels will be eliminated. The Opinions encourage original parts manufacturers to provide original parts and accessories for auto aftermarket with independent brands, trademarks or logos; encourage authorized maintenance companies to resell and provide original parts to non-authorized maintenance companies; The implementation of relevant laws and regulations of the country ensures that all maintenance companies have the right to use homogenous parts to repair cars. The Opinions encourage the establishment of traceability systems for auto repair parts, transparent supply channels for parts, and traceability and traceability of auto repair parts. The "Opinions" encourage the development of third-party auto repair parts certification agencies to strengthen the quality of parts and guarantee of credit. Encourage the development of a common brand of accessories.

To achieve the standardization of the automobile maintenance industry. The "Opinions" require all local transportation authorities and road transportation management agencies to strictly follow market access requirements in accordance with the "Opening Conditions of the Automobile Maintenance Industry" (GB/T16739) to ensure that the company's maintenance capabilities are up to standard. In addition, maintenance companies must follow the "car maintenance, testing, diagnostic technical specifications" (GB/T18344) and other standards and vehicle maintenance technical documents to carry out vehicle maintenance services to ensure the quality of maintenance. It is necessary to comply with the "Standards for the Maintenance of Motor Vehicle Service" (JT/T816) to carry out standardized maintenance services to improve the quality and level of maintenance services.

To achieve large-scale, brand development, and encourage chain operations. The Opinions encourage backbone and leading companies to actively carry out reorganization, mergers and acquisitions and expansion through capital ties and market operations, and constantly innovate service models, extend the corporate value chain, and realize the scale and group development of the company. Encourage large-scale enterprises to establish specialized support systems such as spare parts centralized procurement platforms and Yancun Centers to enhance the efficiency and effectiveness of their operations. Encourage small and medium-sized enterprises to set up enterprise alliances to complement each other in maintenance equipment, technical information sharing, and joint procurement of parts, and to strengthen their development strength.

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