Code of Practice

For Service Of Electrical & Electronic Consumer Products
Approved by members at the AGM October 2006

All members of the Domestic Appliance Service Association are required to adopt this Code of Practice as the minimum standard when offering service for domestic electrical appliances and consumer electronic products in the United Kingdom.

The Principal Aims

  • To offer service wherever possible within three working days
  • To be able to supply spare parts within an acceptable period of time
  • To resolve customer complaints

Index

  1. Function
  2. Communication with the customer
  3. Customer Responsibilities
  4. Repair Costs
  5. Guarantees
  6. Safety
  7. Competence
  8. The DASA Procedure for Customer Complaints
  9. Arbitration

1. FUNCTION

It is the responsibility of the service organisation to ensure that a prompt and efficient service is carried out.

2. COMMUNICATION WITH THE CUSTOMER

The service organisation should be adequately staffed to receive and handle all requests from customers, for service and information. Written communications should be answered quickly. Complaints should be investigated and be resolved as quickly as possible and the customer advised of the action being taken.

Customers that are dissatisfied with the treatment of their complaint should be advised to seek the opinion of either:

  • Their Local Trading Standards office
  • Citizens advice bureau
  • The Domestic Appliance Service Association for mediation

3. CUSTOMER RESPONSIBILITIES

  • Customers should ensure that the product has been installed by a competent person, in accordance with the manufacturer’s instructions.
  • Customers should use the product only for the purpose intended.
  • When requesting service customers should provide full details of the of the appliance, including proof of purchase or extended warranty, where appropriate.

4. REPAIR COSTS

  • Customers should be advised of the cost of the repair before commencement of the repair.
  • On completion of the repair, if requested by the customer a detailed invoice should be provided giving brief details of the work carried out. Labour charges, cost of materials and Vat should be itemised.
  • Should the product be taken into workshops for repair the customer should be advised of the cost of the repair, prior to commencement of that repair. After further examination, if it is found that the estimated cost of the repair is likely to be exceeded, the customer should be advised immediately, and acceptance of the extra charge sought before work proceeds.
  • If a promised completion date cannot be honoured the customer should be advised immediately

5. GUARANTEES

All repairs carried out will be guaranteed for up to 12 months at the discretion of the repairer. This will depend upon the nature of the repair and the condition of the appliance. Guarantees shall not detract from the legal right of the customer.

6. SAFETY

On completion of each service call, or work in a service workshop, testing of the Domestic appliance will be carried out to ensure the appliance is safe.

7. COMPETENCE

All service staff and those handling complaints should receive full and regular training.

Adequate training must be available for service engineers and manufacturers courses should be used where appropriate.

8. THE DASA PROCEDURE FOR CUSTOMER COMPLAINTS

DASA believes that the majority of repairs carried out by its members are performed expeditiously and satisfactorily. Those few repairs which result in the customer being dissatisfied are usually quickly rectified by the service organisation itself.

Dasa is prepared to intervene in complaints by customers which concern the repair services offered by its members. The procedure is as follows:

The code of practice for the service of electrical and electronic Consumer products sets out the minimum standards to be achieved by DASA member’s service organisations in order to ensure an efficient and effective service to the customer.

All members of DASA are required to adopt the code of practice when offering service for domestic appliances in the United Kingdom.

The DASA code of practice is published and made generally available so that all sectors of the domestic appliance manufacturing, distribution and servicing industries together with consumer organisations arbitration authorities and members of the public know what standards the association expects of its members.

Dasa will assist customers, Trading standards offices, Consumer advice Centres, Citizen Advice bureaus and any other similarly recognised bodies with serious complaints against its members.

9. ARBITRATION

The association has an arbitration Scheme which is available for use by customers who require a speedy and inexpensive machinery for resolving complaints. This is for use where a DASA member is involved and the complaint cannot be settled directly between the two parties concerned. The scheme involves settlement of the dispute by using documents only and is handled by an independent arbitrator appointed by the president or the Vice-president of the Chartered Institute of Arbitrators.

It requires a deposit from the customer and a nominal arbitration fee from the member. Details may be obtained from DASA.

Complaints under the DASA procedure should in the first instance be sent in writing to the Principal of the Member Company.

Failing resolution, details of the complaint may be submitted in writing to:

Domestic Appliance Service Association, 2nd Floor 145-147 St. John Street, London, EC1V 4PY or by email from our contact page.