CONSUMER SAFETY OUTREACH PROGRAM

The National Highway Traffic Safety Administration (NHTSA) and California Bureau of Auto Repair (BAR) have joined forces to assist consumers with auto safety and repair concerns.

• When consumers call the Auto Safety Hotline, they should have the make, model, year and identification number of their vehicle. The Hotline provides information about recalls and the steps the consumer needs to take to have the defect fixed.
   
• Consumers' experiences with their cars is key to NHTSA learning about potential defects.  NHTSA depends on a Vehicle Owner's Questionnaire (VOQ) as the critical first step in the process that may ultimately lead to a recall. VOQ's are reviewed with other reports to identify safety defect trends that require investigation. Approximately 76 percent of the investigations opened by NHTSA are a direct result of calls from consumers. VOQ's are available from the Hotline and are on the NHTSA Web Page (www.nhtsa.dot.gov/hotline).
   
• When a recall is announced, the manufacturer must make the required repair or replacement at no charge to the consumer.

If your car hasn't been recalled and you have filled out the VOQ about a possible defect, it is important for you to continue to seek resolution about the concern through the dealer, manufacturer and the BAR. In the event of a recall, the consumer may be able to recover costs incurred to repair/correct the safety defect prior to the announcement of the recall by the manufacturer. (Consumers should keep all receipts for repairs, so they can be presented to the manufacturer.)

• To protect consumers from fraudulent business practices and better prepare them when shopping for automotive repair services.
• To mediate and investigate automotive repair complaints while enforcing the provisions of the Automotive Repair Act.
• To verify that all Smog Check stations conduct thorough and accurate inspections.
• To ensure that consumers whose vehicles fail Smog Check inspections are provided with effective diagnosis and repair services.
• To educate consumers and provide a consumer-friendly process in the selection of Smog Check Consumer Assistance Program options: repair assistance, vehicle retirement, and repair cost waivers.

• To educate consumers about their rights under the automobile warranty "Lemon Law" and to provide information about the availability of arbitration in lieu of bringing a lawsuit.
• To increase the level of service provided to consumers via the Internet and conduct an active public outreach program.
• To ensure that consumers are notified of the manufacturer's arbitration program at the time they experience warranty problems.
• To conduct a fair, unbiased, and timely review of California's automobile warranty programs.