COP and OFT updates.

[VillageIdiot2]

I have started this thread so as and when I get any news to tell, or need any help with anything, I will use this thread only.

Adrian.

[VillageIdiot2]

Re: COP and OFT updates.

OK, the ball has been nudged. The registration form has been completed, and we should have a login to the OFT site soon. 🙂

[VillageIdiot2]

Re: COP and OFT updates.

Below is the COP that I have taken from the WTA website. Are there any amendments to be made before I embed it into my brain!!

Part 1
General behaviour expected from any member of the Whitegoods Trade Association

1. To be courteous and professional at all times.

2. To be presentable to the public and be clean and tidy both in appearance and in any work carried out.

3. To be contactable by phone, fax and email.

4. To communicate clearly and simply with the customer on all issues relating to the repair in hand.

5. Carry a minimum of 2 million pounds public liability insurance.

Part 2
Dealing with the general public, members should adhere to the following points

1. Shall always endeavour to remain pleasant and polite to customers at all times.

2. Should treat customers with courtesy and respect.

3. Should remain as open and transparent as commercially possible with customers

4. Will do as much as possible to accommodate the customer’s wishes and preferences

5. A contact number must be staffed during office hours or an answering service made available. An answering service should also be made available, out of office hours wherever possible.

6. Messages left by customers must be answered within 1 working day

Part 3
Call handling

1. Contact the customer as soon as possible, when the call has been received via fax/email, generally within 1 working day.

2. If your contact attempt, is met by the customers own answering machine. Then leave a message advising of your call.

3. Offer a call (where geographically possible) within two working days (48 hours) or a timed (AM/PM or other by arrangement) per the customer’s requirements or by mutual agreement.

4. If for any reason the call cannot be made as scheduled the customer is updated at the earliest possible opportunity and an alternative given.

5. If contact by phone or email is not possible, then a postal system should be used after 3 attempted contacts over two working days.

Part 4
Service calls

1. An appliance must be reasonably accessible to the engineer for repair, if it is not and there is any danger to the homeowner or the homeowner’s property the customer is to be advised and a mutual decision taken on how to proceed

2. All Members should adhere to current Health & Safety requirements as stipulated in law.

3. A best attempt is made to rectify the customer’s appliance should be made on the first visit negating the need for a further service call (in conjunction with 4.)

4. Always leave the customer’s appliance is a safe condition with no danger to the customer. If this requires the disconnection of the appliance then the engineer undertakes that responsibility of disconnection and documents this clearly as well as appraising the customer

5. After repairs the appliance is checked for function (specification test) and that it is in a safe condition for the customer to use

6. Wherever possible the appliance will be replaced back into situ as was or the customer fully appraised of the reason/s that this is not possible

7. Any used parts and packaging will be left tidy for inspection and correct disposal by the customer, in line with current legislation

Part 5
Spare parts

1. All parts & labour on repairs will be guaranteed for a minimum of 6 months from date of purchase With the exception of one shot safety devices, plastic parts, or where the appliance has been subjected to misuse

2. Any spares required to be ordered, shall be ordered within two working days of the visit

3. Any information of delays with a spares order notified to the repairer will be relayed to the customer as soon as possible

4. Customers will not be charged for spares that they did not authorize and specifically request.

5. Customers will not be charged for missing or damaged spares

Adrian.

[kwatt]

The word “landline” taken out. 😉

K.

[VillageIdiot2]

Re: COP and OFT updates.

I have just had a conversation with Patricia Aloysius from the OFT. She had a couple of questions that she needed answering. I managed to answer all her questions, and I think that the conversation went very well.
The one quiery that she had, was that on our constitution, it says that we have an arbitration scheme, but there is no mention of this in the COP. I have agreed with her that we will get that added today (Ken, one for you if you would be so kind).

The outcome is that she is now going to pass our details onwards, and she has stated that we seem to tick all the right boxes so far.

Onwards and upwards a! 😀

Adrian

[kwatt]

I’ll try to get to it, busy. 😕

K.

[Del]

Re: COP and OFT updates.

Good work Ade !

Now Let’s see how many more hoops they have for us to jump through 😉

Sean

[aqualectric]

Re: COP and OFT updates.

Well done Ade!!

Steve.

[kwatt]

Patricia Aloysius is teh woman I dealt with, she’s okay. She called the office earlier and we put her onto you as I really didn’t have the time when she called. 😉

I’ll look at the COP as soon as.

K.

[VillageIdiot2]

Re: COP and OFT updates.

I didn’t really have the time either, but considering I was under the impression that it was so important that this application was done right first time, I took the call. If there is no high priority needed with this task, then I can chill out when she calls next! 😉

When the COP has been amended on the web, the following will also need to be changed as, technically it is now incorrect:

“Revised edition 2nd September 2005 by UK Whitegoods Advisory Council

Sean Delaney
John McKenzie
Chris Chantrell
Alex Reed”

Adrian

[kwatt]

Yep it is a priority but asides from my not having time you’re dealing with it. 😉

That revision note would be amended as a matter of course.

K.

[kwatt]

It will be looked at this week coming Ade, I haven’t forgotten it at all, I just sadly haven’t had the time to do it this past two weeks. 🙁

On the upside, I think we’ve cracked it more or less. 🙂

K.

[VillageIdiot2]

Re: COP and OFT updates.

No probs Ken, I’m waiting for another woman to call me back now, someone called ‘Alloteu’?? Missed her call yesterday, called her back and left message for her. If any importance, I’ll post what she says later…..

Adrian 🙂

[VillageIdiot2]

Re: COP and OFT updates.

Well it seems I’m having a day out in London on 14th January! Got a meeting booked with the OFT. I am being sent more details shortly, so as and when I get anything worth posting, I’ll put it up.

Adrian 🙂

[kwatt]

Re: COP and OFT updates.

Magic Ade, progress.

Sorry I’ve been slammed the couple of weeks and, TBH, knackered. I need a holiday. 😕

Anyways, on with the show…

You’ll have seen the intro thingybobber, I think we should say in there that we are looking at the possibility of this COP/OFT thing, great crowd pleaser and should also get attention from other areas.

The COP has been updated to include the bit you wanted as the AC approved it a while back to be fair, I just hadn’t gotten around to spending time on the WTA until today.

Cards also in progress today.

K.

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