Stellantis Australia will change how it handles Jeep customer complaints on the back of a court-enforceable undertaking from the Australian consumer watchdog.
The Australian Competition and Consumer Commission (ACCC) put Stellantis in the spotlight on the back of “many complaints from consumers about Jeep vehicles and their difficulties in obtaining remedies under the consumer guarantees which are in the Australian Consumer Law”.
“The reasons for the complaints included lengthy delays in obtaining a remedy, vehicles requiring multiple repairs for the same issues, and delays in parts being provided,” the ACCC said in a media statement.
Stellantis Australia has agreed to review its internal procedures and training surrounding customer complaints, and will “make any necessary changes to ensure that consumers who experience a ‘major failure’ with their vehicle are given the refund or replacement they are entitled to”.
“Stellantis Australia will also ensure that all customers who buy a new Jeep vehicle are advised in writing of their consumer guarantees rights,” according to the ACCC.
“In addition, the undertaking ensures that consumers who seek to rely on their consumer guarantee rights and request a refund or replacement vehicle, receive a written response and, if applicable, are informed of the reasons why Stellantis Australia has not agreed to the requested remedy.”
Stellantis Australia issued the following statement:
Stellantis Australia is committed to continuously improving its customer care and experience through addressing questions and concerns from customers quickly and effectively.
As such, under the ACCC undertaking, Stellantis Australia is reviewing its complaint handling systems, statutory consumer guarantees processes, training for dealers and head office team and annual review of the undertaking commitments.
Stellantis Australia is committed to delivering on the improvements for its customers, team and dealers identified in accordance with the ACCC undertaking. The company is committed to change process if the intended outcome is better internal compliance documentation and ultimately customer experience.
Jeep has made no bones about the need to improve its service experience, with then-managing director Kevin Flynn telling CarExpert it was a focus as far back as 2020.
It’s also not the only brand to draw the ire of the ACCC.