Service & Repairs – Program Objectives

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Program Objectives

The Service & Repairs Accreditation Program (SRAP) is about leadership and professionalism. The program identifies leaders in the industry and recognises their professionalism in achieving benchmark performance levels in business planning, risk management, business improvement, HR management and customer service conduct. It provides a framework for good business practice and encourages continuous review and improvement. It also assures consumers and the industry that service and repair operators possess a commitment to quality and good customer service. 

Assessment of Applications 

Caravan Industry Association of Australia audits business practices and policies from service and repair operators. If all criteria are met and accreditation is approved, Certificates of Accreditation are presented on behalf of Caravan Industry Association of Australia. The decision to accept an application for SRAP accreditation is at the sole discretion of Caravan Industry Association of Australia, without the need to give reasons. Accreditation under SRAP will only be considered following an on-site audit against the SRAP criteria. Further, businesses accredited under SRAP will be subject to a self-declaration of ongoing compliance once every twelve (12) months as a condition of remaining accredited within the program. 

Ongoing Development

Caravan Industry Association of Australia provides accredited operators with: 

  • The accreditation key logo to display and use in promotional materials. 
  • A Certificate of Accreditation and a Code of Conduct certificate to display. 
  • An SRAP promotional sign and window decal. 
  • Ongoing access to our industry-leading team of caravan compliance engineers and tools. 
  • Opportunities to be included in accreditation-specific promotions. 

Promotion of Accreditation 

Promotion of accredited operators will be supported by Caravan Industry Association of Australia from surplus funds derived from this accreditation program. While we provide this support, we encourage accredited operators to share the meaning of the accreditation logo and its benefits with your customers. It’s essential to meet customer expectations regarding accreditation, maintain your high standards and continually seek to improve your management practices and customer service.  

Licensing Agreement and use of Logo 

Approval of the application for accreditation will give the service and repair operator the right to display the SRAP promotional sign, Certificate of Accreditation, the accreditation logo, window decal and the Code of Conduct certificate. They must be prominently displayed and are for use only in accordance with these guidelines and only when accreditation is current. The logo may be displayed on any brochures, literature or signage. 

The accreditation logo, however displayed, remains the property of the issuing authority, Caravan Industry Association of Australia, which retains the right to recover the use of the logo directly from the individual business. If an operator has accreditation withdrawn or chooses not to renew, they are responsible for returning the certificate, signs and logos to Caravan Industry Association of Australia immediately. 

Management of Program 

The program is managed by Caravan Industry Association of Australia and overseen by the association’s board. The board is made up of representatives from across the caravan and camping industry, who are successful leaders and well-regarded within the sector. 

Caravan Industry Association of Australia will: 

  • Act as the issuing authority for the accreditation certificate. 
  • Ensure the assessment and annual renewal of accreditation status. 
  • Maintain a national register of accredited operators. 
  • Conduct appeals and remove accreditation status, where necessary. 
  • Review and improve the accreditation program. 
  • Provide performance updates on the program to Caravan Industry Association of Australia’s board. 

Ongoing Assessments 

The annual renewal of your accredited status involves signing a declaration that all documents and compliance are current, and the payment of the annual fee is made. An on-site audit by an independent assessor will be conducted from time to time to verify statements made in your declaration. This inspection is not intended to be a disciplinary experience, rather an opportunity for improvement – providing you with the chance to discuss your progress, ideas and feedback on the program. 

Loss of Accreditation 

You can lose accreditation if: 

  • You fail to maintain compliance with the requirements or fail to pay the required annual fee. 
  • There are substantiated complaints about your business reflecting a serious breakdown in a standard required. 
  • There are regular substantiated reports of failure to maintain the defined requirements. 

If Caravan Industry Association of Australia becomes aware of any of the above situations and advises the operator of the same, that operator has a maximum of three months to rectify the situation before Caravan Industry Association of Australia acts to remove accreditation. 

Appeals 

A procedure for appeals allows operators a right of appeal against decisions relating to the non-approval or removal of accreditation. Appeals are made by the operator to the General Manager of Industry Development at Caravan Industry Association of Australia. The basis for appeals is limited to a refusal to grant accreditation or a removal of accreditation. Criticism of the accreditation program content is not a valid basis for appeal.