Vehicle inspection complaint

Disputes arise

An issue or a dispute may arise between the customer and the inspection body or the re-inspection garage concerning the condition or outcome of an inspection of his vehicle.

Solutions sought

It is always the duty of the customer to first refer his complaint to the inspection body or re-inspection garage and seek a solution (to the managers). Inspection bodies as well as re-inspection garages should have processes in their quality systems to receive and respond to all complaints and to respond to customers as promptly and effectively as possible.

Complaint (repeal) to Samgongustofa

If the managers of an inspection body or a re-inspection garage do not give satisfactory answers according to the customer, he or she may apply to Samgongustofa for a resolution. Such a request shall, however, have been received by Samgongustofa within a month of the inspection, in order to have it processed under the right of appeal according to the Regulation on inspection of vehicles.

The processing of such cases at Samgongustofa is based on the documents that accompany the request and the parties' views are sought as necessary. The request may inter alia include a repeat of the inspection of the vehicle. The conclusion of the discussion can lead to an uncontested conclusion or a need for changes to be made.

This only applies to mandatory inspections

It should be kept in mind that this procedure only covers mandatory inspections, not extra inspections of any kind that are not covered by the inspection handbook. Possible rights to compensation are not taken into consideration in individual cases.

Reminders or complaints of another nature

Samgongustofa also accepts suggestions or complaints of a different nature than those described above, e.g. when a third party acquires a vehicle and finds something wrong with its inspection or when the workshop has comments on an inspection it has received for repair. Information of this kind, however, does not go under appeal procedures according to the Regulation on inspection, but can be the basis for improvements to the inspection system.