GB/T 36686-2018Specification for automobile after-sales services (English PDF)
汽车售后服务规范
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
September 17, 2018
Implementation date
April 1, 2019
Scope
GB/T 36686-2018 is the English-translated version of 汽车售后服务规范.
GB/T 36686-2018 sets the basic requirements for the after-sales service of automobiles in China. It covers the service environment and the personnel of the service provider, the after-sales service process and its quality requirements, and customer tracking and complaint handling.
The process clauses deal with the resources a provider must plan, its quality management system, the documents handed over with a new vehicle, completion checks before the vehicle is returned, verification of work orders, handover with settlement lists and explanation of costs, the demonstration of safety-related repairs, and 24-hour maintenance and rescue services.
It applies to the after-sales service of automobile service providers. It was issued on 17 September 2018 and has applied since 1 April 2019.
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Document preview — GB/T 36686-2018
National Standard of the People's Republic of China
- ICS
- 03.080
- Classification
- A 12
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Foreword3
- 1 Scope4
- 2 Normative references4
- 3 Terms and definitions4
- 4 Environment and personnel requirements for automobile after-sales service5
- 5 Automobile after-sales service process requirements6
- 6 Customer tracking and complaint handling9
1 Scope
This Standard specifies the basic requirements for automobile after-sales service, including service environment and personnel, service process and customer complaint handling.
This Standard applies to after-sales service of automobile service provider.
2 Normative references
The following referenced documents are indispensable for the application of this document. For dated references, only the edition dated applies to this document. For undated references, the latest edition of the referenced documents (including all amendments) applies to this document.
GB/T 3730.1, Motor vehicles and trailers - Types - Terms and definitions
GB/T 19000, Quality management systems - Fundamentals and vocabulary
GB 26877, Discharge standard of water pollutants for motor vehicle maintenance and repair
3 Terms and definitions
For the purposes of this document, the following terms and definitions, and those given in GB/T 3730.1 and GB/T 19000, apply.
3.1 Automobile after-sales service
Process in which maintenance and other technical services are provided for customers and their automobile products through contact with customers and automobile products sold, in order to meet the requirements for their normal use of automobile products.
5 Automobile after-sales service process requirements
5.3.2 In-company handover personnel shall carry out verification before handover, including verification of maintenance work orders and services.
a) service items completed as specified;
b) completeness of inspection records;
c) necessary signature and date;
d) cleanliness of products;
e) replaced parts.
5.3.3 Responsible personnel shall hand over products to customers in accordance with the prescribed time and method. The following duties shall be executed before handover.
a) printing settlement lists, in which repair materials and man-hour costs shall be calculated respectively;
b) explanation of service items and cost components;
c) guiding customers to pay service charges;
d) presenting invoices, settlement lists, motor-vehicle complete maintenance conformity certificate and exit permit;
e) if necessary, providing after-sales extended services.
5.3.4 During the delivery of safety items and important maintenance items, after-sales service provider shall demonstrate the performance to customers.
5.1 General requirements
5.1.1 Automobile service providers engage in commercial activities related to automobile products. they shall run by law and in good faith; they shall provide standard services; they shall act as a fair competitor.
5.1.2 Automobile service providers shall plan and provide special resource-service environment for services, including.
a) direct and indirect personnel required for after-sales services;
b) fixed places and ancillary facilities such as service presentation, business discussion, product repair, spare part storage and parking;
c) equipment required for service sales and after-sales services;
d) special skills and techniques;
e) appropriate service environment;
f) financial resources.
These resources and service environment shall match with the operation scale of service provider; they shall be under effective management.
5.1.3 They shall establish a quality management system complying with relevant laws, regulations and quality standards, which matches with service items.
5.1.4 For exit-factory automobile products, automobile service provider shall provide the following data along with automobile products.
a) automobile product conformity certificate;
b) use instructions or technical instructions to automobile products;
c) list of spare parts.
5.2 After-sales service process and quality requirements
5.2.1 After-sales service process requirements
They shall establish a complete, scientific, rationalized after-sales service process, which shall include.
a) service communication; […]
5.4 Maintenance rescue service
5.4.1 Where after-sales service providers provide 24-h telephone and maintenance rescue services, they shall pre-announce rescue telephones and charging standards. […]
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.
Referenced standards
Normative references
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Related Standards
GB 26877-2011 — Discharge standard of water pollutants for motor vehicle maintenance and repair
GB/T 19000-2016 — Quality management systems -- Fundamentals and vocabulary
GB/T 3730.1-2022 — Terms and definitions of motor vehicles, trailers and combination vehicle— Part 1: Types
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GB/T 36686-2018
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