Cause Index

Motor Industry Ombudsman of South Africa

The Motor Industry Ombudsman of South Africa (MIOSA) and the South African Automotive Industry Code of Conduct (Code) was accredited by the Department of Trade and Industry on the 3rd October 2014. The Code was published in the Government Gazette on Friday, 17 October 2014, Notice 817, Government Gazette No. 38107(3).
As its vision, the MIOSA is striving to contribute to the continuous improvement of customer care, as well as relationships among participants, in the motor industry to the benefit of all parties.

Its mission is to primarily defend the independence of the MIOSA's office while tirelessly striving to educate consumers and motor related service providers alike, in achieving higher levels of customer care and cordial relationships within the motor industry. Once achieved, the MIOSA intends to see that these higher levels in customer care and relationships are maintained and further improved.

With the exception of on-site technical inspections, the services of the MIOSA shall be free to any South African consumer.

The objectives of the MIOSA are threefold. Firstly, it makes rulings in cases referred to it where disgruntled consumers on the one hand and dealers / manufacturers / importers / service providers on the other, are unable to reach mutually acceptable agreements.

Secondly, the MIOSA - by means of the printed media, radio and television - educates consumers on procedures to be followed regarding service, costs and the handling of complaints. In a nutshell; the MIOSA endeavours to save time, money and frustration for both Industry and the consumer.

Thirdly, the MIOSA gives general advice to, and adjudicates in disputes among participants in the Motor Industry where parties, by general or specific agreement, refer disputes for adjudication, by way of arbitration or otherwise, to the MIOSA.

Although the MIOSA is funded by the Motor Industry, they have no say in the day-to-day running of the organisation, nor do they have any influence in the rulings made by the MIOSA.

The MIOSA is not a consumer council that automatically sides with the consumer. In essence it represents both industry and the consumer. It acts as a referee between the industry and the consumer and among industry participants. It utilises good engineering practice, good customer care practice, good legal practice, and fairness as a basis in its deliberations.