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GB/T 45653-2025Specification for after-sales service of new energy vehicle (English PDF)

新能源汽车售后服务规范

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Issued by

SAMR; SAC

Level / Type

National · Recommended

Issue date

April 25, 2025

Implementation date

November 1, 2025

Scope

GB/T 45653-2025 is the English-translated version of 新能源汽车售后服务规范.

GB/T 45653-2025 is the Chinese national standard covering what a dealer or service centre owes the owner of an electric or plug-in hybrid car — the qualifications, premises and trained personnel, the maintenance and repair, the charging and the battery swap, the roadside rescue for a vehicle that cannot simply be refuelled at the kerb, the remote service and the customer care, the tracking of each job, and the evaluation that feeds back into the service. First edition, in force from 1 November 2025. Issued on 25 April 2025, it has been in force since 1 November 2025.

Document preview — GB/T 45653-2025

National Standard of the People's Republic of China

ICS: 03.080.30
Classification: A 16

Issued by: State Administration for Market Regulation; Standardization Administration of the PRC

PrefaceIII
1 Scope1
2 Normative references1
3 Terms and Definitions1
4 Basic Requirements1
4.1 Basic conditions1
4.2 Business premises2
4.3 Personnel Requirements2
5 Service Requirements2
5.1 General Principles2
5.2 Maintenance and repair services2
5.3 Charging Service3
5.4 Battery Replacement Service3
5.5 Car rescue service4
5.6 Remote Service4
5.7 Customer Care Service5
6 Service tracking processing5
7 Service Evaluation and Improvement5
7.1 Service Evaluation5
7.2 Evaluation Content5
7.3 Service Improvement5
References6

Foreword

This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for standardization work Part 1: Structure and drafting rules for standardization documents" Drafting is required.

Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents.

This document is proposed and coordinated by the National Technical Committee for Service Standardization (TC 264).

This document was drafted by: China National Institute of Standardization, China National Petroleum Corporation Planning Institute, SAIC-GM-Wuling Automobile Co., Ltd., State Administration for Market Regulation Defective Product Recall Technology Center, Inner Mongolia Normal University, China Association for Standardization, Huaao Anxin Technology Service (Group) Co., Ltd., Hangzhou Wanglan Technology Co., Ltd., Zhejiang University Binjiang Research Institute, Anhui Shenxiang Technology Co., Ltd., SAIC General Motors Co., Ltd., Chongqing Quality and Standardization Research Institute, Beijing Zhen Gongfu New Energy Automobile Technology Co., Ltd.

Co., Ltd., China University of Metrology, Sanya College, Shanghai Dipu Electronic Technology Co., Ltd., Shanghai Quanxin New Energy Vehicle Service Co., Ltd., Sichuan Kaixin Zhongzhi Technology Co., Ltd., University of Science and Technology Beijing, Tesla (Shanghai) Co., Ltd., Zeekr Intelligent Technology (Hangzhou) Co., Ltd., Contemporary Amperex Technology Co., Ltd.

The main drafters of this document are: Wan Fujun, Zhou Xingyao, Fu Qiang, Liu Na, Wang Qiaohui, Zhang Yuchen, Li Donghai, Wang Mengxiang, Diao Zipeng, Cheng Yonghong, Zhang Tong, Qiu Xuan, Shen Wei, Xu Kefei, Shen Shijing, Zhao Bo, Wang Lin, Chen Tingting, Shen Jian, Gai Fang, Su Tie, Liu Xin, Liu Mingyi, Na Mule, Lin Zhen, Sun Wenfu, He Xing, Vanke, Li Xiang, Hu Jie, Yan Ying, Zhang Li, Ren Tianyi, Liu Changfeng, Zhang Zhiyu, Hong Jichao, Wang Rong, Gao Pan, Ye Linhui, Liu Li, Xue Juncheng and Li Wei.

New Energy Vehicle After-Sales Service Specifications

1 Scope

This document specifies the basic requirements, service requirements, service tracking and processing, service evaluation and improvement for after-sales services of new energy vehicles.

This document applies to the after-sales service of new energy vehicles such as pure electric vehicles, plug-in hybrid electric vehicles, and other types of new energy vehicles.

This can be used for reference in automobile after-sales service.

2 Normative references

GB/T 17242

GB/T 32960

GB/T 36686

GB/T 37293-2019

GB 39752

GB/T 40855

GB/T 44132

GB 44496

GB/T 44510

3 Terms and definitions

The terms and definitions defined in GB/T 36686 and the following apply to this document.

3.1 After-sales service of new energy vehicle

In order to meet consumers' requirements for the normal use of new energy vehicle products, through the contact with consumers and the new energy vehicle products sold The process of providing maintenance, repair, charging and battery replacement, car rescue, remote service and other technical services.

4 Basic Requirements

4.1 Basic conditions

Operators engaged in after-sales service of new energy vehicles should meet but not be limited to the following requirements.

a) Obtain the relevant business qualifications for new energy vehicle after-sales services and provide appropriate resources and service environment;

b) Establish and implement management systems, including but not limited to service management systems, safety and emergency management systems, quality assessment systems, system, facilities and equipment management system, archives management system, etc.;

c) Equipped with professionals and management suitable for after-sales services such as maintenance, repair, charging and replacement, rescue services, and remote services personnel;

......
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

GB/T 32960

Editions of GB/T 45653

Edition	Title	Revision	Status
GB/T 45653-2025	Specification for after-sales service of new energy vehicle	current edition	Current

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