SECTION 1 – DEALERSHIP ADMINISTRATION
1.2 WARRANTY RECORD REQUIREMENTS
1.2.1 Customer Service File Requirements
The dealer is required to maintain complete individual service history files for all vehicles sold and serviced by the dealership. The records may be computerized or in a manually-maintained filing system. These files (including claim-supporting documents, signatures, and clocking) are to be maintained by the Vehicle Identification Number of the serviced vehicle. The records and documents should be retained as long as the vehicles are within warranty but must be kept as per the record retention requirements (please refer to Record Retention) following Company notification of payment. Notification is by a Company cheque or through information on the Warranty Claiming Daily or Monthly Posting Reports.
The supporting documents must be available for Company examination (in the dealership or upon request, sent to a Company location) during the record retention period. This may include mail audit requests for supporting documentation involving outside labour, actual time, service part warranty, customer refunds, time/mileage rejects resubmitted as Customer Loyalty Program, etc. Dealers are encouraged to maintain service records, including warranty records, beyond the Retention Period to support customer service.