Motor Vehicle Information Scheme: What Dealers Should Know

The Motor Vehicle Information Scheme is Australia’s framework for making service and repair information available to independent repairers and registered training organisations. It is relevant to dealers because customers may ask where a vehicle can be serviced, how information is accessed and what role the manufacturer or importer plays after the sale.

What the scheme does

The ACCC describes the scheme as mandatory for covered passenger vehicles and light goods vehicles manufactured from 1 January 2002. It supports access to service and repair information, including relevant software updates, at a price that does not exceed fair market value.

The scheme is not the same as a consumer guarantee and does not decide whether a customer receives a repair, replacement or refund. Those questions sit within other legal frameworks.

Why it matters at dealership level

Dealers are often the first business a customer contacts after a vehicle issue. Sales, service and customer-care staff should understand the difference between:

• access to technical service information;
• a manufacturer or dealer warranty;
• a consumer guarantee;
• a service booking or repair diagnosis.

Confusing those categories can lead to a customer being sent to the wrong party or being given an inaccurate explanation of their options.

Process controls worth checking

Create a simple escalation path for questions about independent servicing, manufacturer information and warranty claims. Keep current manufacturer contact details, train staff on approved wording and record the information given to customers.

If a customer raises a complaint about access to information or repair support, capture the vehicle, manufacturer, repairer, date and specific request. Good records help the dealership resolve the issue and identify recurring manufacturer or process problems.

What the scheme does not mean

The scheme does not mean every repairer receives every item of information in every format, and it does not remove safety, security or licensing considerations. The ACCC should be used as the starting point for current scheme information, with specialist advice sought where a dispute or technical access issue arises.

Dealer takeaway

The best customer experience is a consistent explanation. Make sure front-of-house teams know when they are discussing service information, a warranty or a consumer guarantee, and ensure each pathway has a named owner inside the business.

This article is general operational information and is not legal advice.