Document ID: chunk:federal_register_of_legislation:F2018L00165:schedule:2:p6
Version: federal_register_of_legislation:F2018L00165
Segment Type: schedule
Provision Reference: sch 2 (pt 6/9)
Character Range: 84563–87850

to make a separate call or wait for a call-back to schedule an appointment.
         16.          A Supplier must ensure that the Recall Database on the Supplier's website is easy to navigate and that it meets the requirements in this Recall Notice, including that it:
(a)           allows Consumers to enter a Vehicle Identification Number (VIN) into a search field and obtain immediate information about inclusion of the Vehicle in an active recall and has general information about the recall;
(b)           where possible, provides the following information for a Vehicle not included in an active recall:
                    1. when the Vehicle is scheduled for active recall (i.e. when recall of the Vehicle will be initiated) in accordance with Schedule 1; and
ii.             if applicable, a brief explanatory statement noting how and why replacement is being prioritised, including by reference to the Priority Factors listed in Schedule 1.
(c)           features links to or copies of the Recall and Replacement Timetable, Recall Initiation Schedule, and Quarterly Completion Schedule.
         17.          Suppliers must design messaging to encourage Consumers to have their Affected Takata Airbag Inflator replaced, by proactively addressing Consumer concerns relating to replacement.  This must include messaging that:
(a)           emphasises that replacements are free, and can be performed by any Dealer in the Supplier's network (or another authorised representative of the Supplier) regardless of where the Vehicle was purchased;
(b)           acknowledges the inconvenience presented by the need to have the Affected Takata Airbag Inflator replaced and, where applicable, prominently features the details of all services the Supplier or the Supplier's Dealer provide that address Consumer inconvenience associated with the replacement.  These might include guaranteed replacement within a specified period of hours, towing, provision of loan or hire vehicles or other transportation, extended dealer service hours, and any other offers the Supplier may have on offer as incentives (for example, a fuel card);
(c)           advises Consumers that they may report concerns regarding the recall to a specified person or contact point at the Supplier (providing contact details), if applicable, and to the ACCC at https://www.productsafety.gov.au/contact-us/for-consumers/make-an-enquiry.
         18.          Suppliers must ensure that messaging is accessible to Consumers from a culturally and linguistically diverse (CALD) audience. This includes, at a minimum:
(a)           In all written communications with Consumers and on the Supplier's website (including the page featuring the Recall Database), either
                    1. include a short statement outlining the serious safety risks of Affected Takata Airbag Inflators and the need for urgent action in common community languages, including Arabic, Chinese (Simplified and Traditional), Vietnamese, Farsi, Korean, Spanish, Dari, Indonesian, and Hindi; or
ii.             provide links or contact information to a free of charge interpreting/translation service, such as the National Accreditation Authority for Translators and Interpreters (NAATI) https://www.naati.com.au/ or Translating and Interpreting