With today’s ultra-complex vehicle seen in repair it’s a given that at some time a customer renders a complaint for work received on completion,” says Steve Kessel., operations director, CRA. “It’s of vital importance to have a special system to resolve consumer complaints.”

The documents involved are available on the website at and once a complaint is noted a national representative will contact the customer in order to view the car by appointment and discuss the complaint in depth.

Correspondence will then be sent through to the repairing body shop as well as to the customer for further technical assessment to resolve all the outstanding issues. The CRA will then either instruct the repairing body shop on further corrections, monitor the work and feedback details of progress to either the insurance broker or client.

Lisa-Marie Germanus, regional manager KZN CRA, says that all complaints in the past year have been successfully resolved and with the CRA now handling customer dissatisfaction across the country on collision damaged vehicles. Their professional approach to this vital part of customer care has delivered a great result, with the help of their executive team, Hassan Shaik and James Stewart in the area of dispute resolution.

The Collision Repair Association says they are committed to always striving to achieve customer satisfaction on every aspect of repair as well as the quality of their members’ repair on accident damaged vehicles.

Call 0861 726 272 or 010 020 4499 for more information.



In the past year there has been no appreciation of business throughout the industry. Perhaps this is because not a day goes by without some insurer or assessing company undermining proposed operating mandates which takes a great deal of effort to justify and understand to keep pace with it all.

The mandates appear to be driven through fear or favouritism or as in relevant media terms mentioned should this be determined as industry capture. The results are glaringly evident in decreasing customer satisfaction surveys, unsatisfactory repair and rising cost due to redirection avoiding the principle of accredited safety through standards.

With the cold-blooded murder of three tow truck operators at one am in the morning late last year, it has revealed the real sinister side of the collision repair business in the local market place. There is a cavalier approach at street level which has been making a huge difference to the normal operational workflows of an alternative business ability to remain solvent and it is because of perceived work steering going on that we have engaged with some industry heavyweight testosterone investigative journalists to get real time information about these clandestine activities that seem to be ruling the roost against normal business practices.

Should normal and mature forums not be allowing for equitable and level playing fields, it now seems consumer awareness and against the principles of clandestine operations be publicly exposed.

CRA Helpline

On a lighter note, I am pleased to inform the CRA membership that we will move this year to implement an all-new information service on methods of repair. These are vital in the way a body shop approaches the newer and much more technological advanced cars that now occupy the road.

We are confident that this move to release up to 882 model repair methods that fully cover such things as body diagrams, quoting, assistance replacement methods, electrical information, approved welding repair techniques, glass replacement, bonding applications and body alignment will eventually become a major competitive advantage for the CRA membership. This will initially be introduced on a no charge basis for our entire membership base. These modules are set out to cover over 500 cars and models in current world production. They will also be able to assist with models of up to 10 years of age for the older car repair in the market. This innovative helpline initiative will also be ideal for estimation operators as well as body shop repairing technicians.

Call 0861 726 272 or 010 020 4499 for more information.