Your rights when a repair goes wrong in South Africa

You have a statutory repair warranty

Section 57 of the Consumer Protection Act gives you a three month warranty on any repair or reconditioning of a vehicle, covering both the parts installed and the labour. If the same fault returns within three months, the workshop must fix it without charging you again.

This is separate from, and additional to, any longer warranty the workshop offers voluntarily.

You must approve the cost

A workshop may not charge you for work you did not authorise. Section 15 requires an estimate for repair work unless you waive it in writing, and the final charge may not exceed the estimate without your agreement.

How to complain so it works

• Put it in writing, by email or WhatsApp, so there is a dated record
• State the facts: dates, invoice number, what was agreed, what happened
• Say precisely what outcome you want, for example rectification at no cost by a stated date
• Attach photographs, the quote and the invoice
• Give a reasonable deadline, usually seven to ten working days

Where to escalate

If the workshop is an RMI member, complain to the relevant association first, as they have an internal dispute process.

The Motor Industry Ombudsman of South Africa (MIOSA) handles disputes between consumers and the motor industry at no cost to you. They will normally require that you tried to resolve it directly first.

The National Consumer Commission handles broader Consumer Protection Act complaints, and the Small Claims Court handles monetary claims up to the current limit without a lawyer.

Protect yourself in advance

• Photograph the odometer and the damage before you leave the car
• Keep every quote, authorisation message and invoice in one folder
• Ask for the old parts back, which you are entitled to request
• Do not pay the balance in full if the fault is obviously unresolved, but do communicate why in writing