Document ID: chunk:federal_register_of_legislation:F2018L00165:schedule:2:p5
Version: federal_register_of_legislation:F2018L00165
Segment Type: schedule
Provision Reference: sch 2 (pt 5/9)
Character Range: 81697–84804

8.              A Supplier must avoid using generic or low-impact imagery (e.g., scenic pictures).
         9.              In letter communications, a Supplier must:
(a)           include a red headline at or near the top of the letter and on the front of the envelope, with prominently featured text, such as "URGENT SAFETY RECALL"; and
(b)           specify the number of attempts they have made to contact the Consumer by letter, by including in the heading or subject line, words to the effect of "Contact Attempt Number xx".
         10.          In email communications, a Supplier must use the words "URGENT SAFETY RECALL" in the subject line.
         11.          A Supplier must include relevant information regarding dates, such as the date by which this Recall Notice requires the Affected Takata Airbag Inflator to be replaced.
         12.          A Supplier must tailor communications to the individual Consumer and Vehicle in issue, to reinforce the message's credibility and distinguish it from commercial solicitations.  This includes at least:
(a)           Addressing communications using the Consumer's name (avoid "Dear Vehicle Owner" or "Dear Resident").
(b)           Prominently displaying the Supplier's logo.
(c)           Including details such as the Vehicle's make, model, and model-year, and repeating these same details in the text of the communication.
(d)           Ensuring that all communications feature a link to a webpage offering recall‑specific information and a VIN lookup tool, rather than the general homepage of the Supplier's website or a page on the Supplier's website addressing recalls or Dealer repairs in general.

Communication and engagement design: ensuring ready access to information, and prompt, efficient scheduling of replacement
         13.          A Supplier must design the Plan and supporting communication channels to ensure ready access by Consumers and to encourage and facilitate prompt and efficient scheduling of replacements.
         14.          Where possible, a Supplier must have a dedicated (and preferably toll-free) telephone number which Consumers can call to schedule a replacement, update contact details, or make other enquiries or complaints relating to the Supplier's recalls pursuant to this Recall Notice.  If it is not practicable to do this, then a Supplier must ensure that telephone details of its Dealers or other authorised representatives are clearly communicated or readily available, and that Dealers have informed staff dedicated to the recall to field calls and schedule replacements.
         15.          A Supplier must ensure that staff involved in in-bound and out-bound telephone communications are instructed to seek to schedule an appointment for a replacement as part of the initial interaction with the Consumer, and to minimise the need for the Consumer 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