AA plan to fix SA’s towing industry
Service Charter outlines four areas to improve service
The Automobile Association (AA) last week said service standards in South Africa’s towing industry are deteriorating and announced a Server Charter in an effort to get tow operators to lift their game.
Speaking alongside the AA’s industry partners at a media briefing in Midrand, the association’s CEO, Collins Khumalo, said the towing industry has developed an unfortunate reputation for being non-inclusive, resistant to transformation, and lacking customer focus.
“This has been an issue for us for a long time and something we needed to look at very closely.
“What we’re doing now is committing ourselves to ensure transformation in our sector, and hold not only ourselves but our partners accountable to the South African public through to a Service Charter which we will sign,” explained Khumalo.
The Service Charter outlines four key areas which the AA believes are essential first steps towards fixing the industry’s reputation. These are:
• Always being available to members and customers,
• Ensuring member and customer satisfaction is a priority,
• Being accountable to members and customers, and,
• Valuing its partners and suppliers.
“An important element of how we will operate going forward is through driving transformation in our industry.
“We will do this by assisting previously disadvantaged towing companies with skills training, development plans, and a fair and equitable allocation of income,” said Khumalo. He added he hoped the charter would influence the tow-in industry as a whole to by commit to high levels of service and transparency in the way it does business.
“With this charter, we are encouraging our industry colleagues to join us in making meaningful and sustainable changes to the way we operate.
“This industry must change and we are taking the first steps to ensuring this happens.
“It’s a move we think is to the benefit of everyone in this sector but, more importantly, to the benefit of all road users in the country,” Khumalo said.
He said customers would ultimately reward good honest service. “Customers will build up the most customerfocused providers and prune those who put petty profit and ego above customer and road user interests.”
Fierce competition and a lack of transparency have seen the wheels coming off South Africa’s towing industry, but the Automobile Association plans to hook up operators with a charter that will fix things.
CEO of the Automobile Association, Collins Khumalo, signs a charter that aims to fix the towing industry.