1. Referral for Active Intervention – RAI Inala/Goodna 1
Last Updated August 2011
RAI Inala
Vehicle Service

2. RAI Inala – Vehicle Servicing
Summary
• It is your responsibility to service the vehicle according to the manufacturer's
recommended service intervals.
• Book the vehicle into an ORIX authorised dealer for the make of the car (ie Toyota
dealers for Toyotas) who will contact ORIX for authorisation.
• If you miss a service this may be classified as driver abuse and your project could
bear additional costs.
• Tyres must be replaced or repaired by an authorised tyre supplier: Beaurepaires,
Bob Jane T-Mart, Bridgestone Tyre Centres or Goodyear.
• Batteries must be replaced or repaired by an authorised battery supplier: Battery
World or Marshall Batteries.
• When in doubt contact ORIX to check if the vehicle is due for a service or to locate
the nearest authorised dealer/service provider.
• Panel damage, accident repairs and windscreen damage must be repaired by filing
an insurance claim with Lumley Insurance.
• Safety concerns always override cost control concerns.
Detailed policies & procedures
Whose responsibility is it to get the vehicle serviced?
It's your responsibility as the driver or custodian of vehicle to get it serviced.
How often should the vehicle be serviced?
All Mission Australia vehicles should be serviced as per the manufacturer's
recommendation.
The service interval is indicated in the manufacturer's vehicle handbook or owner's manual
that was included with the car.
It is important that you abide by the proper service intervals and service the car no more
than 1,000 kilometres before the service is due. Ie, if a service is due at 10,000 km,
please don't book it in if the odometer reading is less than 9,000 km as the service will not
be authorised.
If in doubt, contact ORIX before making the booking to check that the service will be
authorised.
Referral for Active Intervention – RAI Inala/Goodna 2

3. Where should the vehicle be serviced?
The vehicle should be serviced by an ORIX authorised dealership franchised or approved
by the manufacturer - eg a Toyota dealer for Toyotas. This is so that warranty issues can
be resolved immediately. Note that warranty work must be done via the manufacturer's
agent, ie dealer. If the warranty work is not done by a manufacturer's agent then Mission
Australia - and your project - will be charged the cost of the repair.
If in doubt, contact ORIX for the location of the nearest authorised dealer.
What happens when I book the vehicle in for service?
When you book in the vehicle for service, inform the dealer that this is an ORIX vehicle
and that they should contact ORIX for authorisation.
The dealer will contact ORIX via the ORIX National Service Centre number on the sticker
on the vehicle (1300 300 034) and ORIX will supply an order number that authorises the
service.
What if a vehicle misses a service?
The vehicle warranty may be voided if a service is missed. If this occurs, this is considered
driver abuse and is not covered by the cost of the lease. Your project may be charged for
costs arising from driver abuse.
What if a vehicle is booked in late for a service?
If a vehicle is booked in late for a service then the next service will need to be at the
normal interval. For example, if a vehicle was due to be serviced at 40,000 km and then
50,000 km (ie every 10,000 km) but was not serviced until 45,000 then the next service
will not be authorised until 55,000 km, ie 10,000 after the last service.
What are mini services or interim services? What if the dealer has recommended
more frequent services?
Any services more frequent than the manufacturer regularly scheduled services (even if
the dealer recommends these or applies a sticker to the vehicle to that effect) are not
required and will not be authorised.
Do these policies apply in the Northern Territory? Are there sufficient
dealers/repairers in the NT?
Currently there are over twenty authorised ORIX repairers in the Northern Territory.
However if a manufacturer dealer is not available in your local area then it may be
possible to use a general repairer. Please contact ORIX to confirm this before booking a
car into a service. Remember that if warranty work is not done by a manufacturer's agent
then Mission Australia - and your project - will be charged the cost of the repair.
Can I get work done on the vehicle over and above a regular service at the time
of a service?
Any items over and above the regular service, eg fixing minor damage, must be
authorised by Fleet Services.
Referral for Active Intervention – RAI Inala/Goodna 3

4. What if there is a mechanical problem with the car even though it is not due for a
service?
If you have safety concerns about the vehicle then this naturally overrides regularly
scheduled services and you can book a vehicle in for an emergency mechanical checkup.
Safety concerns always take precedence over all others.
However you must let the dealer know that when they authorise the job with ORIX that
the dealer should be clear that this an emergency mechanical checkup and not a regular
service. This is because referring to it as a regular service may lead to the job being
rejected because the odometer reading is out of range.
What if the vehicle requires panel repairs?
Panel damage is covered through Mission Australia's Lumley Insurance policy.
Contact Lumley Insurance who will advise you where to take the vehicle for repairs.
Note that trivial panel damage - eg small scratches that do not penetrate to the metal -
will be fixed at the time the vehicle is returned to ORIX and should not be repaired before
then. This is to reduce the expense to Mission Australia. Remember also that cost of
repairs will be charged to your project.
As a rule you should file a claim for anything that is deemed unfair wear and tear.
What is fair wear and tear?
Please refer to the Australian Fleet Lessors Association Fair Wear and Tear Guide here.
This guide is also available for download from the internet at the Australian Fleet Lessors
Association (AFLA) website:
http://www.afla.com.au/downloads/FairWear&TearGuide.pdf
How do I get tyres replaced or repaired?
The process for repairing or replacing tyres is the same as for getting a vehicle serviced
except that you must book the vehicle in with an authorised tyre supplier: Beaurepaires,
Bridgestone Tyre Centres, Bob Jane T-Mart or Goodyear.
Refer to the ORIX driver manual (page 15) for contact details for these tyre service
providers.
Tyres will be replaced with tyres of the same specifications supplied when the vehicle was
new.
Referral for Active Intervention – RAI Inala/Goodna 4

5. How do I get batteries replaced or repaired?
The process for repairing or replacing batteries is the same as for getting a vehicle
serviced except that you must book the vehicle in with an authorised battery supplier:
Battery World or Marshall Batteries.
Refer to the ORIX driver manual (page 15) for contact details for these battery service
providers.
Please note that the cost of battery repairs or replacements can be charged to Mission
Australia - and thus your project - if resulting from driver error or abuse (eg if the driver
has left the lights on overnight).
How do I get windscreens replaced or repaired?
Windscreen repairs and replacements are covered through Mission Australia's insurance
policy with Lumley Insurance and not through ORIX. However the process is similar.
Book the vehicle into a Lumley Insurance authorised glass service provider: O'Brien Glass
(Windscreens O'Brien) or Novus Autoglass, making clear that this is a Lumley insurance
claim (not an ORIX service or repair). Quote Mission Australia's Lumley policy number:
SYMO 00322342.
You can refer to the ORIX driver manual (page 15) for contact details for these
windscreens servie providers. Note that Lumley Insurance do not use Instant
Windscreens, only O'Brien Glass and Novus Autoglass.
At the glass repairer you will be asked to complete a one page Lumley glass claim form
provided by the glass repairer.
Note that Lumley will bear the entire cost of a glass claim (ie there is no excess) except if
the windscreen was damage as a result of a theft or break-in, in which case the normal
excess applies.
Referral for Active Intervention – RAI Inala/Goodna 5

6. How do I get batteries replaced or repaired?
The process for repairing or replacing batteries is the same as for getting a vehicle
serviced except that you must book the vehicle in with an authorised battery supplier:
Battery World or Marshall Batteries.
Refer to the ORIX driver manual (page 15) for contact details for these battery service
providers.
Please note that the cost of battery repairs or replacements can be charged to Mission
Australia - and thus your project - if resulting from driver error or abuse (eg if the driver
has left the lights on overnight).
How do I get windscreens replaced or repaired?
Windscreen repairs and replacements are covered through Mission Australia's insurance
policy with Lumley Insurance and not through ORIX. However the process is similar.
Book the vehicle into a Lumley Insurance authorised glass service provider: O'Brien Glass
(Windscreens O'Brien) or Novus Autoglass, making clear that this is a Lumley insurance
claim (not an ORIX service or repair). Quote Mission Australia's Lumley policy number:
SYMO 00322342.
You can refer to the ORIX driver manual (page 15) for contact details for these
windscreens servie providers. Note that Lumley Insurance do not use Instant
Windscreens, only O'Brien Glass and Novus Autoglass.
At the glass repairer you will be asked to complete a one page Lumley glass claim form
provided by the glass repairer.
Note that Lumley will bear the entire cost of a glass claim (ie there is no excess) except if
the windscreen was damage as a result of a theft or break-in, in which case the normal
excess applies.
Referral for Active Intervention – RAI Inala/Goodna 5