Otowarna has a fully developed "Quality Assurance Charter" throughout every stage of the repair process as well as, QA an administrative processes covering all aspects of client contact before and after repairs.

The QA charter in the workshop involves the extensive use of checlists and sign off, job sheets by every technician foe each stage of the work completed. We have a quality auditor reviewing the paperwork and inspecting each job for deviations from standard operating practice. The strength in our QA process is that the signing off of a comleted stage by a technician will only allow the repair to proceed to the next stage, following acceptance of the work of the previous stage by the next operator. The Supervisor in key work areas i.e. strip down, panel, paint, assembly and detailing, sign off every vehicle flowing through their process before it goes to the next stage. The company culture is to identify and detect any problems early in the repair process before costly in-house rework occurs. Final inspection is carried out on every vehicle leaving the workshop by the Production Manager before final inspection by the Group General Manager.

The final "Gate Keeper" in the Otowarna quality control process is the Job Estimator who has the "one on one" direct contact with the customer. Each customer is taken to a delivery area to  throughly inspect their vehicle prior to signing off on the customer acceptance certificate. The customer is also given a written one-year guarantee on workmanship and a complimentary bottle of touch up paint.

The ultimate test of Otowarna Body's repair quality lies with the customer. We enjoy an enormous referral business from large corporations and private customers a like. At the end of the repair process each customer is handed a service and quality questionnaire to fill in and send back to us their leisure in a reply paid envelope. All customer survey material is reviewed personally by the company owner and Managing Director. The process does not end there. Once a month after the repair has beeb completed our customer service representative contacts the customer as a courtesy call to ensure that they are totally satisfied with all aspects of their dealings with Otowarna. Any negative responses are immediately ascalated to the Group General Manager, for his direct involvement, to which he has a commitment to resolve any disputes to the client's satisfaction within 24 Hours.

The organisation accepts that on rare occasions problems will arise, however we belive that not only is our company judged "on first time repair excellence" but also on our ability to handle and resolve problems in a professional manner when and if they do arise. At Otowarna our corporate culture accepts nothing less than excellence. We emphasise Quality First Time-Every Time.