Product Responsibility

  • PR 1 Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures

    Integrated Report 2012 - Responsible supply chain - Products and services

    Barloworld is responsible for its products and customer solutions. It also has a duty to faithfully represent principals and serve its customers responsibly and supporting internal and national environmental, empowerment and community objectives.

    Customer health and safety is a critical aspect of all products, services and customer solutions. In representing leading global brands, our customer solutions are backed by warranties, guarantees and product responsibility, and design features.

    All new vehicles, plant and equipment have comprehensive service and maintenance regimes which are time or use-based. These include the inspection, and renewal if necessary, of critical safety items. In many instances vehicles, plant and equipment have self-diagnostic technology and capabilities which run throughout their life. In some cases this is coupled to telemetry devices that transmit ‘real-time’ diagnostic information so that the performance of equipment can be monitored accordingly.

    It is also common practice that vehicles, plant and equipment are sold with maintenance programmes that ensure regular inspection and service.

    Rental plant and equipment is subject to similar assessments and service disciplines and devices. Car rental fleets use vehicles under 12 months old with the latest technology and safety features per category.

    Tyres, brakes, load testing and other identified safety aspects are subject to entrenched assessment systems, Original Equipment Manufacturers’ (OEMs) service requirements, service-plan schedules, and self-diagnostic capabilities in vehicles, plant and equipment. General health and safety aspects are included in the design and manufacture of vehicles, plant and equipment as are features to ensure operator or driver comfort.

    Operator and driver training is provided where required and/or requested.

    Appropriate handover procedures for all products ensure customer knowledge, including health and safety operating procedures and service requirements. OEM recommended inspection, maintenance and safety system upgrades and training programmes are explained and promoted to ensure customer health and safety.

  • PR 2 Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services during their life cycle, by type of outcomes

    There were no material incidents of non-compliance during the year.

  • PR 3 Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements

    The group is committed to ensuring that all products sold have the certification, labelling, product and service information required by respective local laws. Products are essentially motor vehicles, plant, equipment and related use thereof. In principle, the information and labelling is the responsibility of the Original Equipment Manufacturers (OEMs). This information is conveyed to customers in handbooks, handover procedures and, where appropriate, displayed on the vehicle, plant or equipment.

    The group strives to ensure that all products have information and labelling as required by the respective local authority’s health and safety laws as well as those laws that pertain to safety and health in the mining sector, where applicable.

    Every product sold into the European Union has to be certified under Conformité Européenne (European Conformity) standards.

    Information also includes vehicle, plant and equipment operating procedures, maintenance procedures and service intervals and safety.

  • PR 4 Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labelling, by type of outcomes

    There were no incidents of non-compliance during the year under review.

  • PR 5 Practices related to customer satisfaction, including results of surveys measuring customer satisfaction

    See also response to 2.10
    Integrated Report 2012 - Stakeholder engagement - Customers and principals
    Integrated Report 2012 - Stakeholder engagement - Customer satisfaction

    Integrated Report 2012 - Automotive and Logistics
    Integrated Report 2012 - Photograph captions - Creating value responsibly

    Customer satisfaction is primarily gauged through a range of informal and formal surveying tools, including regular direct engagement with customers. 

    Last year Caterpillar and Barloworld Equipment Southern Africa moved from simple short call-centre surveys to web-based customer value surveys (CVS). However, due to low customer response, they are reverting to the call-centre approach in 2013.

    The proposed customer satisfaction target for 2013 on the back of the last reliable call centre data will be 83% as indicated in the 2013 common goals between Barloworld Equipment Southern Africa and Caterpillar.

    Barloworld Equipment Iberia surveys up to 60% of repair customers in the month after the repair.

    In Barloworld Equipment Russia in addition to monthly customer surveys, Caterpillar conducts bi-annual customer surveys.

    All Automotive’s dealerships participate in external independent customer satisfaction surveys.

    These are normally conducted by OEMs. In addition, individual motor dealerships conduct their own surveys, particularly for their service departments.

    Many Barloworld dealerships received awards from their respective principals.

    At Avis RAC, independent customer surveys are entrenched in our car rental operations which conduct over 3 000 independent interviews per month with scores that are generally above 90% and peaks of up to 91.5%. Scores and targets have been improving steadily in recent years. Scores above 90% are considered excellent. The target for the year was 90%.  In October 2012, Avis South Africa was awarded Avis Licensee of the Year for Europe, Middle East and Africa (EAMEA) in recognition of its ongoing commitment to providing customers with world-class products and services and for responsible corporate citizenship Avis Budget Group Inc., the holding company for the Avis and Budget brands.

    Similarly, Avis Fleet Services monitor customer satisfaction with national average scores at around 88%. These scores often exceed 90% against a target of 85%. This year they were again recognised by PMR Africa as Best Passenger and Light Commercial Fleet Management Company in South Africa for an unprecedented sixth consecutive year.

    Logistics has an independent company conduct regular customer satisfaction surveys and client feedback sessions are also arranged. Customer feedback is also captured on application tools that assist in building and/or improving customer relationships.

    Handling operations have a number of customer interfaces including customer focus meetings, a national response centre in the UK and Belgium, a variety of surveys and a call centre in South Africa. The trend in customer complaints has decreased over the past four years in Handling UK.

    Quality and customer satisfaction are elements of the ISO 9001 quality management system certification which is in place in our following operations:

    Avis Rent a Car: South Africa, Lesotho, Mozambique, Namibia, Swaziland
    Avis Fleet Services: South Africa and Namibia
    Four Barloworld Volkswagen dealerships in Melbourne and Sydney
    Equipment Iberia Finanzauto: Sales, assembly and installations of engines (all branches), Post-sales (eight branches)
    Equipment South Africa’s Middelburg, Isando, CRC Boksburg, Belville, Durban, Bloemfontein, Botswana and Zambia
    Handling: UK (exited 28th September 2012) and Netherlands operations

    Importantly, the operations use this information to improve performance; performance is also formally reported in management and executive and divisional board meetings.

  • PR 6 Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship

    Integrated Report 2012 - Marketing and advertising

    All marketing and advertising conforms to applicable laws and standards, and with principals’ standards and corporate identities. These are detailed and comprehensively monitored by Barloworld divisional operations and their principals. Any local adaptations require prior consent from principals. Barloworld Logistics and group brands are managed by established functions at divisional and group level.

  • PR 7 Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship by type of outcomes

    During the year there were no instances of non-compliance with regulations on advertising, promotion or sponsorship.

  • PR 8 Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data

    During the year there were no substantiated complaints on breaches of customer privacy and losses of customer data.

  • PR 9 Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services

    No fines were imposed during the period for non-compliance with laws and regulations on the provision and use of products and services.


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