Raising the bar on RV service and repairs

It was a “proper stress test,” but that’s what Gawler Caravan Centre Managing Director Michael Phillips wanted.

The South Australian business is the first operator to be accredited under Caravan Industry Association of Australia’s new Service & Repairs Accreditation Program (SRAP).

For Michael, becoming accredited was never a tick-box exercise.

“That audit was thorough,” he explained. “It examined our policies and processes from top to bottom, evaluated our team’s skills and experience, and looked closely at the practical reality of how we handle day-to-day repair and service work.

“It highlighted a few areas we needed to tighten up, which was exactly what I wanted. There is nothing like a proper stress test on your business to reveal things you might have otherwise overlooked.”

What’s required

That willingness to be examined, and to act on what the audit revealed, is exactly what SRAP is designed to recognise and reward.

To achieve accreditation, businesses must demonstrate best practice across legal compliance, risk management, human resources, customer service and workshop equipment maintenance.

Accredited businesses also make an ongoing commitment to maintain good business practices, adhere to stringent regulatory standards, follow a code of conduct for service and repairs, maintain policies and procedures for professional and ethical conduct, and employ staff who are registered or licensed under state regulators.

Once accredited, businesses can display the SRAP Accreditation Key, the same symbol of trust that adorns the association’s established accreditation programs covering manufacturers, dealerships, industry suppliers, RV salespeople and caravan holiday parks.

Trust travellers can count on

For Michael, who has spent years advising and advocating for the service and repairS sector, this accreditation is a long time coming, and he believes its benefits will reach well beyond Gawler Caravan Centre.

“Repairers keep travellers’ wheels turning, yet that work often gets lost,” he said. “It is a critical part of the industry that directly impacts every caravan owner’s ongoing experience, so I’m thrilled to see the service and repairs sector have a nationally recognised accreditation that sits alongside Caravan Industry Association of Australia’s other industry-leading programs.

“Most importantly, this accreditation gives caravan owners complete peace of mind, connecting them to a recognised network of vetted repair professionals backed by a brand they already know and trust.”

Caravan Industry Association of Australia CEO Stuart Lamont echoed the sentiment, saying SRAP filled an important gap in the organisation’s accreditation suite.

“Every RV owner will need a service or repairs at some point, and the quality of that work directly affects their safety and their experience on the road,” Stuart explained.

“The Service & Repairs Accreditation Program gives consumers a clear, trusted pathway to identify operators that meet the industry benchmark for professionalism, compliance and customer care.

“This mirrors the remit of our other accreditation programs, giving consumers confidence in the industry as a whole by easily identifying businesses that carry our Accreditation Key logo throughout their RV journey.”

Raising the bar

Taking a long-term view, Michael hoped other service and repairs businesses would see the program’s immense value.

“Being the first business accredited in this program means a lot to me and our team,” Michael said. “It brings valuable exposure to our business and shines a spotlight on the service and repair segment across the country.

“It also gives us direct access to Caravan Industry Association of Australia’s technical resources and engineers, whose whole-of-industry knowledge is genuinely unparalleled.

“I would love to see more repairers get on board and go through the process, to help lift the professionalism and profile of the sector as a whole.”