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CollisionRepairer News, views & information for the Collision Industry Professional ACKNOWLEDGED BY THE INDUSTRY AS THE LEADING MAGAZINE

Meet Jan McLaren, our first Entrepreneurial Woman in Automotive Capricorn’s outstanding inaugural Futures Collide Conference Robin Taylor hosts Axalta’s National Business Council Symposium


Your very own Risk Account Manager comes to you to discuss your business protection needs. It’s because Capricorn is invested in your success.

Join us! Ask your Risk Account Manager for a review of your current cover. See how you’re better off with Capricorn Risk Services. 1800 007 022 | | Products sold through Capricorn Risk Services Pty Ltd (ABN 93 111 632 789) are: (i) discretionary risk protection products issued by Capricorn Mutual Ltd; and (ii) general insurance products issued by a range of insurers and brokered through Capricorn Insurance Services Pty Ltd. Before deciding to acquire any product you should consider the Product Disclosure Statement available from Capricorn Risk Services Pty Ltd to see if the product is appropriate for you. Capricorn Risk Services Pty Ltd is a Corporate Authorised Representative (No. 460893) of Capricorn Mutual Ltd (AFSL 230038) and Capricorn Insurance Services Pty Ltd (AFSL 435197).


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Choice It’s always your decision In the past month, there’s been a whole lot of commentary on the question of choice, particularly the perennial issue, “choice of repairer”. The recent determination by the Australian Financial Complaints Authority (AFCA) instructing the insurer to pay a claim in line with the customer’s chosen repairer has brought this issue back onto “the front page”. However, there is so much more to choice in our industry than this. Every time we make a decision, we make a choice. We can choose to cut corners and save money, or choose to do the right thing. We can choose to invest in new equipment to ensure we are able to repair the cars of today, or complain that the work is drying up. We can choose to use the best quality materials, or use cheaper alternatives. We can choose to buy a policy with “choice of repairer or waive this option. We can choose to train our people and become an employer of choice, or wonder why we cannot attract and retain staff. We can choose to prepare for the future and grasp the opportunities, or only see the challenges ahead. Now, I am all too aware that every time we make these choices there are implications and sometimes it’s not that simple – or is it? In this issue we hear from several local and international contributors who have actively made such choices. At the recent Capricorn Futures Collide Conference, keynote speaker Mike Anderson encouraged all repairers to make the choice to “do the right thing” as the alternative can have catastrophic effects. At the same event, leading body shop owner Carly Ruggeri reinforced the message that you should make the choice to set your own rates, invest in your business and focus on the future. See the full report on page 14. This month we introduce a new series, Entrepreneurial Women of Automotive and feature Jan McLaren, who has chosen to invest her time and energy into preserving the legacy of her famous brother Bruce, the founding father of what has become the McLaren Racing Team. Jan’s intriguing story is on page 28. We travelled to Auckland for the 2019 3M Foose Tour, where thousands of Kiwis came out to meet the master and hear what he had to say about always choosing to be the best you can be. This is a guy from humble beginnings who, THE

through drive and determination, became who he is today. The report is on page 24. Axalta Australasia’s Robin Taylor hosted the National Business Council Symposium to a room full of their most committed and progressive repairers who had chosen to be there and further invest in their future. The summary of the event is on page 32. The Car Guy, John McCoy Lancaster, encourages us to DRIVE to become an agent of change in his regular column on page 34 and on page 40 Mark Czvitkovits announces I-CAR’s new online training, a key component of the new Professional Development Program should you choose to invest in yourself or your staff. Owen Webb takes us to Street Rods, again in Kentucky, on page 42, and we introduce Zander Fattore, our latest Future Leader of the Industry on page 22. So, the choice is yours – what are you going to do? Perhaps you could begin by attending our upcoming Symposium, Horizons.

As always, happy to chat.

The National Collision Repairer magazine – Making a difference in our industry


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“Staying connected” The National Collision Repairer – 1



CollisionRepairer 2019

Contents Special Reports

Latest News Local news



Keep up to date with the latest developments in the industry from across the globe.

Tech Tips


Robin Taylor from Axalta shares his tips on the importance of repair planning.

Updated Events and Training Contacts

2019 3M Foose Tour



The Car Guy

We visit New Zealand for the 3M Foose Tour at the CRC Speedshow in Auckland.

John encourages you to DRIVE to become an agent of change for the good of your business.

Entrepreneurial Women 28

I-CAR Update

Industry Event


We bring you the full report on the Axalta National Business Council Symposium.





Mark announces I-CAR’s new online training, a key component of their PDP.

Custom Corner


Owen reports from Kentucky once again, this time from the Street Rod Nationals.



John reports on how to manage dealing with ADAS and recruiting and retaining young technicians.

A summary of the latest products designed specifically for your business.

EDITOR: Joe McFadries 0458 588 333


DIGITAL EDITOR: Josephine McFadries 0406 421 902

Josephine McFadries 0406 421 902

SUB EDITOR: Joanna Dolan

PRINTED BY: Bright Print 02 9757 3000

ART CONSULTANT: Chris Stone (Stone Dezine) 0407 939 668

Future Leaders We introduce Zander Fattore from Griffith Beat and Spray in central NSW.

We meet Jan McLaren who is preserving the legacy of her famous brother Bruce, founder of McLaren Racing.

Symposium 2019 Automechanika – Johannesburg The SEMA Show 2019.

Product Showcase


See the full report on Capricorn’s extraordinary inaugural collision repair conference.

Here’s what’s happening in our industry around the country.

Global News

Futures Collide

Regular Features

PUBLISHED BY: JMF Solutions Pty Ltd PO Box 1258, Kyneton Victoria 3444 0458 588 333


CollisionWeek HAMMER



Collision Repair A s s o c i a t i o n the benchmark for quality

DISCLAIMER The National Collision Repairer is published by JMF Solutions Pty Ltd, PO Box 1258, Kyneton Victoria 3444. This publication is copyright. Apart from any fair dealing for the purpose of private study, research, criticism and review under the Copyright Act (1968), no part may be reproduced by any process without written permission. Enquiries should be addressed to the publisher. The publisher believes all the information in this publication to be correct at the time of printing, however is not in a position to make a guarantee to this effect and accepts no liability in event of any information proving inaccurate. Prices, addresses and phone numbers were, after investigations and to the best of our knowledge and belief, up to date at the time of printing. It is also not feasible for the publisher to ensure that advertisements which appear in the publication comply with the Competition and Consumer Act (2010). The responsibility must therefore be on the individual, company or advertising agency submitting the advertisement for publication. Whilst every endeavour has been made to ensure complete accuracy, the publisher cannot be held responsible for any errors or omissions. Copyright © JMF Solutions Pty Ltd ACN 117 914 235


Building a future together AAA Radiators is a national family-owned company and a leading supplier of automotive radiators, air-conditioning systems, intercoolers, oil coolers, fans and electronic headlamps. As one of the most advanced suppliers in the industry we pride ourselves on our quality products, professionalism and exceptional service.


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Holden Project Monaro progress report Project Monaro is now in full swing and things are coming together nicely. The car is currently in pieces right across the country. The body is being prepped at one of Holden’s certified collision repairers, B&A Motor Body Repairs in Clayton, where it’s now “dressed for success” with PPG’s Envirobase Highperformance Waterborne Basecoat System. We’ll take a look at the paintwork in the next issue, but having had a sneak peak, I can say that Dominic Mazzeo and his team have done an awesome job. The engine is in Sydney, being rebuilt at the ACDelco Drag Racing Team workshop by owner and engine builder Maurice Fabietti, and the transmission is in Preston, Victoria, where it is being remanufactured, ready to go back into the Monaro. Our Holden dealer has compiled the list of all the Genuine Holden and ACDelco parts required for Project Monaro, which are all readily available at Holden’s Parts Distribution Centre, a huge 50,000 square metre facility that is twice the size of the MCG and employs more than 135 staff who ship over 200,000 parts per month. The collision repair parts will be sent to B&A Motor Body Repairs, the mechanical parts will be sent to our Holden dealer and all the engine rebuild parts are being shipped to the ACDelco Racing workshop. Maurice Fabietti, team owner of the ACDelco Pro Slammer Monaro Drag Racing Team, said: “The engine for Project Monaro is going to be something that the lucky prize winner can potentially drive every day. We need to make sure that when they turn the key in years to come, the engine continues to be as strong and reliable as it was the first time it fired up. There is a reason why so many hot-rodders across the globe retro-fit these LS1 engines to all types of cars. They are reliable and powerful engines with the opportunity for easy power gains.” The transmission for Project Monaro is going through a seven-step

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“better than original” remanufacturing process where it is fitted with the very latest, updated and improved Genuine and GM-approved service parts. Once the build is complete, it is put on a transmission dynameter where it goes through a range of rigorous tests to ensure it exceeds all of GM’s requirements before being shipped to our Holden dealer who will marry the gearbox up to the new engine before it’s reinstalled into the car. Jeff Haggarty, Holden’s Lead Designer on Project Monaro, has reimagined and re-designed some parts for the Monaro, including new hood scoops, a front splitter, a fuel filler door and a lip spoiler, which are all sure to make this Monaro one-of-akind. Jeff went to HP-EVOK3D, Holden’s 3D Printing solutions partner to see these parts come to life. Joe Carmody from HP-EVOK3D said: “The process of 3D printing with HP Multi-Jet Fusion is fairly straightforward and is easier than you think as the hardest aspect is the design process. As we know, Jeff designed all the new parts using the original VZ Monaro CAD data, which were then sent to us and loaded into the data preparation software where it is checked and packed ready to print.” Work has also begun on the refresh of the Project Monaro interior, and Sam Fisicaro from Auto Image

Maurice Fabietti with the Monaro engine

Interiors in Thomastown Victoria has been tasked with turning Holden Design’s vision for the interior into a reality. First step was to strip down the original trim to prepare the seats for their fresh new leather trim and Sam re-sculptured some new bolsters to ensure the new trim in Project Monaro is perfect. We’ll also check out the progress of the trim and see it fitted into the car in the next episode. Holden will be giving away this incredible prize to a lucky winner; a customer who purchases Holden or ACDelco Genuine Parts, including Holden Collision parts under the Holden Trade Club program. More information is available for the trade at Well, that’s about it for the August report, and clear there’s a huge amount of work going on with the project. We will keep you up to date as Project Monaro gathers momentum over the coming months.

A brand of

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BMW repair integrity – body & soul BMW Group Australia has announced the move to a new and unprecedented level of branding with increased and enhanced signage of accredited BMW body shops. This initiative is the first of many steps BMW is taking to further support customers in identifying factory trained and accredited body shops. BMW Group Australia developed a national accredited BMW body shop network over 20 years ago to strengthen the integrity of repair and service to its customers. BMW continues to work on strengthening the service offering of the network by providing regular repair and technical training and conducting annual audits to ensure each body shop meets the high standards required to deliver the repair integrity and quality their customers expect. Reiner Meierbeck, General Manager Aftersales for BMW Group Australia, was impressed with the results and the standard of service, technical efficiency and adaptability that the BMW body

shop network delivers. “BMW customers expect their cars to be repaired to BMW safety standards. For the BMW Group, it is critical that we have an easily identifiable network of trained body shops that employ current BMW repair guidelines – a comprehensive program designed by BMW experts to ensure the integrity of repairs,”

said Meierbeck. “With enhanced branding and representation, BMW delivers customer-centric support, broader consumer choice, and access to a heightened level of technical expertise. This is particularly relevant as we welcome new forms of technology, drivetrains and autonomy into the Australian market,” he added.

Axalta offering BMW refinish training Axalta, in conjunction with BMW, recently completed training in Queensland and Victoria. Axalta technical trainers worked with select body shops to complete BMW Refinish Training, using BMWapproved Axalta products. The BMW training took place over four sessions, with trainees being shown a range of products and techniques that could be used in repairs. At the end of the training, the painters were issued with a BMW Master Painter certificate. As part of the course, the painters completed Bronze, Silver, Gold and Platinum training sessions, each of which covered different aspects of the application process using Standox products. The first course was purely online and provided the trainees with background knowledge and an introduction to the course. Moving onto the Silver category, trainees received an introduction to

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Standoblue Waterborne Basecoat and approved BMW products required for the refinishing of BMW passenger cars in a 2½-day session. After an assessment by the trainer, they moved onto the Gold level, which covered advanced Standoblue application, including blending techniques with metallics, three stage colours and tinted clear coats. The trainees then moved through to the Platinum level, which showcased the latest Standox technology including low energy products such as the Xtreme Filler, Xtreme WoW Filler, Xtreme Clear and Performance Clear. The latest round of Platinum Training was completed in Brisbane. Paul Polverino, Training Manager at Axalta Coating Systems, said of the training: “It’s encouraging to see we’ve had excellent take up of the BMW sessions. A great many attendees have been painting for several years and are

very competent tradespeople. However, even they agreed that technology is moving quickly and keeping abreast of the latest processes and products like the new Standox Xtreme system is crucial if you want to remain ahead of the game.” Further training dates have been scheduled in NSW in September.

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IAG announces RFP for partner repair network IAG recently announced that it had established Repair Hub, which created their own repair capability in metropolitan areas to carry out smaller, less complex repairs. This was done in response to the changing customers’ needs and increasing expectations. To remain competitive, IAG continues to adapt to meet these challenges. In addition to Repair Hub, IAG will continue to work with repairers, both within and outside their motor repair network, to ensure they have the capacity to repair the full range of their customers’ vehicles. In the coming weeks, IAG will begin a request for proposal (RFP) process to appoint suitable smash repairers to carry out predominantly medium and larger style complex repairs. The RFP process will take place in a phased, region by region approach, and will be open to all repairers, regardless of whether they are

currently working with IAG or not. While multiple RFPs will be carried out across their national network, IAG will be conducting an RFP for one catchment area at a time, each based around their Repair Hub sites. IAG will contact local repairers as the RFP focusses on their catchment area. When repairers are notified that an RFP is occurring in their catchment area, they will receive an email that includes a form that will need to be completed and returned to enable IAG to complete the registration. Instructions, including timelines, will be included on the website to assist in the submission process. IAG also announced that all existing partner repairers will continue to operate under the terms and conditions of existing contracts until they are otherwise notified. More information will become available as the RFP process is


View the entire BMW M Motorsport Collection at For further information please contact your preferred BMW dealer.

progressively rolled out. If you are unsure about the RFP process or would like further information, please either email or speak to your industry body, such as MTA or VACC.

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Subaru’s timely reminder on rear vehicle detection technology Subaru Australia highlights the importance of their rear vehicle detection systems, with particular focus on how they work and how to ensure they are fully operational when the vehicle is returned to the owner following a repair. What are they? The blind-spot detection system uses radar sensors to warn you, with a visual indicator in each side mirror, if there is a vehicle in your blind spots, whereas the lane change assist alerts you with a flashing indicator in each side mirror if it senses a vehicle approaching in the adjacent lane while you signal for a lane change. The rear cross-traffic alert also uses radar sensors to help warn of traffic approaching from the side as you are reversing. It is particularly useful when vision is obscured by walls or large vehicles on either side of the car. How do they work? The rear cross traffic alert uses technology not unlike that used by blind spot monitors, as much of the hardware is shared between the two systems, although the multi-function display unit appearance may differ. Radar sensors mounted on a dedicated bracket behind both the RHS and LHS of the rear bumper cover scan the areas to the left and right of the vehicle, providing blind

Subaru Blind Spot Monitoring.

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spot monitoring, lane change assist and rear cross traffic alert. The system measures and calculates the distance, speed and direction of vehicles detected within a range of up to 70 metres. If the system identifies the risk of a potential collision, the driver is alerted with an audible warning, typically accompanied by an additional visual alert within the reverse camera image. Like all driver-assist technologies, rear cross traffic alert is not a substitute for good driver awareness. It does, however, provide the driver with an additional level of confidence, especially when used in conjunction with camera-based manoeuvring aids.

with only a Subaru genuine part. During the repair process, it is imperative to always observe the following for correct operation of the system: • Do not repaint the radar sensors or the bumper cover near the radar sensors. • Do not use a repaired bumper cover as the radar may not operate correctly. • Do not put stickers or vinyl wraps on/around the radar sensors area. If sensors become misaligned due to impact on the sensor or surrounding area, a system malfunction may occur, including the inability to detect vehicles entering the detection areas.

What if they are damaged? Subaru rear vehicle detection may not work correctly under the following conditions: • When the rear bumper is scratched or deformed in the radar sensor zone. • If the radar mounting bracket and/or panels are damaged or misaligned. • In bad weather such as heavy rain, fog, snow, duststorm. • When the rear bumper is covered with the likes of dirt, ice or snow. In addition, if there is a collision or impact, the bumper cover is scuffed, or there is any crack or paint defect inside the radar projection area, the rear bumper cover must be replaced

If in doubt? Contact your Subaru dealer for inspection when: • Calibration of the blind-spot detection, lane change assist and rear cross-traffic alert systems are required. • The radar sensors require repair or replacement. • When the radar sensor becomes misaligned or if the orientation of the radar sensor is shifted, readjustment is required. It is critical to remember that radar sensors are precision devices and should not be reused if they are damaged.

Subaru Rear Cross Traffic Alert.

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Moorabbin Hospital gets PPG Colourful Communities makeover PPG volunteers recently spent an entire week completing a Colourful Communities project at Monash Health’s Moorabbin Hospital, which is close to PPG’s Clayton headquarters. The project focused on revitalising the Monash Cancer Centre’s family room and balcony, which is used by more than 50 patients, their support people and medical specialists every week. As well as providing 44 litres of interior and exterior paint from wellknown PPG architectural brand, Taubmans, PPG’s Global Community Engagement program also provided more than $25,000 for a complete refurbishment of the family room, including new furniture, flooring, blinds, noticeboard and television. Taubmans’ colour and technical experts collaborated with the centre’s staff, who directly consulted with patients, to guide the colour and paint selections to create

a less clinical and more homely space for patients to receive treatment planning and also to rest and recover after receiving radiation or chemotherapy. Colourful Communities is a global PPG initiative aimed at protecting and

beautifying the neighbourhoods where PPG operates. Since 2015, PPG has completed more than 200 Colourful Communities projects, impacting more than 5.2 million people in 30 countries.

PPG Colourful Communities.

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2019 Capricorn Rising Stars competition winner announced The 2019 Capricorn Rising Stars competition to find Australia’s most promising automotive apprentice among the more than 20,000 Capricorn member automotive businesses has unearthed a winner and five outstanding finalists. The competition was developed to assist Capricorn members to recognise and reward their high performing apprentices and to keep them committed to the industry, long-term. More than 500 nominees were evaluated based on their ability to show initiative in the workshop, eagerness to learn and commitment to the auto industry. Queensland based apprentice from Titan Automotive, Jeremy Drabsch, has been selected by the Capricorn Rising Star panel of highly experienced automotive aftermarket industry judges as the 2019 Capricorn Rising Star. In what proved to be yet another extremely close competition, Jeremy stood out by demonstrating his professionalism and dedication to his craft, inside and outside of the workshop. “I always strive to be an excellent representative of my workshop, not just when I’m wearing my uniform, but outside of work too,” said Jeremy. “I recognise I’m being paid to learn, so I always make sure I’m prepared to do my very best at all times, including studying up on topics every day before class. Even little things like sitting at the front in class and not going out for lunch. I know that if I was paying someone to study, I’d want them to take it very seriously too.” Jeremy credits his employers at Titan Automotive with his early successes. “From day one at Titan, my boss was clear in letting me know that I’d get the training needed to work on today’s cars, older vehicles and whatever future technology is coming through. I feel really privileged to be in a workshop that’s working hard to stay ahead of the curve.” “When it comes to repair work, my workshop’s values are aligned with my own, which I think is important. At Titan there is a strong focus on producing high quality work as opposed to just getting cars out. I really respect and appreciate the

opportunity to be part of this. It is a relationship where we are both fully committed to the end goal,” Jeremy added. As the Capricorn Rising Stars competition winner, Jeremy will take his workshop boss and two friends on an all-expenses paid trip to the spectacular 2019 Vodafone Gold Coast 600 Supercar race event, to be held on the streets of Surfers Paradise from 26–27 October, thanks to major sponsor, Castrol. As part of the winning Capricorn Rising Star prize pack, Titan Automotive has also won 150,000 Bonus Capricorn Reward Points, also courtesy of Castrol and Jeremy will also receive industry renowned leadership academy training from The Workshop Whisperer. Of special additional note are the four highly talented finalists who made it to the last round of judging alongside our winner. These finalists were: • Stephanie McKenzie – Ultra Tune Bundaberg (QLD) • Micah Connolly – Paramount Automotive (QLD) • Sarah Spiropoulos – Kilmore Collision Centre (VIC) • Wesley Rietveld – Westernport Automotive (VIC) Encouragingly, there were substantially more women nominated for the Rising Stars award in 2019, reflecting the increased diversity within our workshops. This was highlighted by the top five placings from Stephanie McKenzie and Sarah Spiropoulos. Sarah also gained the distinction of being the top-rated repairer from a paint and panel workshop. These finalists all received Capricorn Rising Star prize packs that

included: • A Repco tool kit valued at $1,000 • A 12-month subscription to Repco’s Autopedia technical support service • Tickets to two Repco Masterclass Clinics • Access to the AutoMate online training program • Two tickets to their local Capricorn Gala Dinner & Tradeshow According to Capricorn Automotive CEO Bradley Gannon, this year’s Capricorn Rising Stars competition proved to be an outstanding success. “Once again we have revealed a number of outstanding young individuals who are making their mark in the automotive service and repair industry. I congratulate the winner, Jeremy Drabsch, and all of the finalists, along with all of the apprentices who were nominated for this competition by our members,” stated Gannon. “We believe that it is highly important to support the introduction of new and enthusiastic talent while encouraging more young people to enter this industry. These are the main reasons why we established the Capricorn Rising Stars competition. I would like to thank the highly experienced judging panel for donating their time, along with all our generous program partners for their outstanding prizes. Above all, thanks to the many Capricorn members who are helping sustain our industry by recognising their apprentices with a nomination,” Gannon concluded. Capricorn Rising Stars is proudly supported by major sponsors Castrol, Repco, AutoMate, The Workshop Whisperer and The Automotive Technician (TaT).

Jeremy Drabsch and the team from Titan Automotive.

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Last chance to win this awesome Ford Mustang GT This month is the last chance for Ford Trade Club Members to win this 2019 Ford Mustang GT. With a new, sleeker design, more advanced technology and greater performance, from every angle the 2019 Mustang makes a powerful impression. There’s a wider, more aggressive mesh grille, reprofiled bumper, new air extractor bonnet vents and new LED headlights with signature tri-bar lighting. The Mustang’s 5.0L V8 engine has been expertly engineered to maximise power from every compression by utilising a dual-fuel, high-pressure direct injection and low-pressure port injection system. Boasting 339kW of power and 556Nm of torque, the Mustang GT’s engine roar and wide-eyed performance are the stuff of legends. However, this no ordinary Ford Mustang, as the striking “Need for Green” beast (with black racing stripes, of course) is fully factory optioned. The

RECARO sports seats provide the perfect balance of support and comfort, the MagneRide suspension damping system responds at an amazing 1,000 times per second to smooth out the roughest of roads, the 19" forged aluminium wheels not only provide a sporty look, but are stronger and lighter to improve handling and a rear spoiler just gives it that special finish. The winner is bound to turn their friends green with envy!

Earn an entry into the draw with every multiple of $150 (excl. GST) per invoice spent on Genuine Ford Parts between 1 April and 30 September 2019. See your Ford Authorised Dealer for the full terms and conditions to maximise the number of entries you earn and increase your chances to win. Ford Trade Club members can also visit the Ford Trade Club website on for more information.


Minutes with ...

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MTA NSW welcomes AFCA finding

Mark Bonanno CAD Custom When did you join the industry? 1986 What was your first job in the industry? Apprentice Fitter and Turner What do you do now? Mechanical and fabrication technician at CAD Custom What do you like about the industry? Seeing the finished result of our work What don’t you like about the industry? Customer with unreasonable expectations What music do you like? Old School Your Favourite Artist? Elvis Your favourite food? Pizza Your favourite drink? Scotch and dry Your hobbies? Cars Who in the world would you most like to meet? Burt Reynolds


The Motor Traders’ Association of NSW (MTA NSW), an employers’ association representing thousands of automotive businesses in NSW, has welcomed a finding of the Australian Financial Complaints Authority (AFCA) as validation of the need for an independent consumer complaint handling authority for those experiencing difficulties with financial and insurance firms. In this benchmark ruling, AFCA found that an insurance company was bound, under the terms of its policy, to settle a policyholder’s claim in accordance with the consumer’s preferred car repairer’s quote. The car insurance policy entitled the policyholder to choose their own car repairer, but the policy also gave the insurer discretion to determine how much it would pay for those repairs. The insurer argued that the amount quoted by the preferred repairer was excessive and unreasonable and refused the policyholder’s claim. In arguing that the preferred repairer’s quote was excessive, the insurer relied on a quote from another car repairer which was substantially lower, but did not engage a qualified assessor to inspect the damaged vehicle. AFCA found that the insurer had to exercise its discretion under the policy “reasonably and in good faith”. AFCA considered that it would have been reasonable for the insurer to engage a qualified assessor to inspect the damaged vehicle to assess the reasonable costs of repair and that a lower quote from another repairer was insufficient for this purpose. AFCA went on to find that the insurer had not shown that the preferred repairer’s quote was, in fact, unreasonable and excessive. AFCA directed the insurer to pay the policyholder the amount quoted by their preferred repairer plus interest. MTA NSW supports the comments by AMBRA that this case was significant as it underscored two recent determinations of longstanding disputes that centred on breaches of the Motor Vehicle Insurance and

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Stavros Yallouridis.

Repair Industry (MVIRI) voluntary Code of Conduct by some car insurers that impacted consumers and motor body repair businesses. Together these cases, which have involved significant resources and assistance by state and territory Motor Trade Associations’ and Automobile Chambers’ of Commerce, ensured consumers and motor body repair businesses impacted by the decisions of some car insurers are addressed. “The MTAA and its members, including MTA NSW, and AMBRA, will continue to take the necessary measures to protect consumer rights and the rights of motor vehicle body repair small businesses to fair, reasonable and good faith-based relationships,” said MTA NSW CEO, Stavros Yallouridis. Visit: search-published- decisions/ to see the findings using Case No. 620915. Code determination orders can be viewed at resource-centre.aspx

Editor: Readers are encouraged to read the AFCA determination and make your own assessment. Watch this space for further commentary.

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On one of Melbourne’s coldest weekends of the year last month, over 200 delegates gave National Panel Manager, Rob Mildenhall, a warm and rousing reception as he, on behalf of Capricorn’s board and management, officially opened the conference. Mildenhall introduced National Collision Repairer founder David Newton-Ross as the MC for the event. After two years into retirement, David slipped comfortably into his charming, relaxed style as he welcomed sponsors, delegates, international guests and, of course, keynote speaker, Mike Anderson. Anderson gave a brief overview of his background, which included his early days as an autobody technician and a role in the US Military, before buying out his father’s repair business. After several years running the

business, Anderson sold it to an MSO and moved to Hawaii before returning to the mainland to create Collision Advice. “I firmly believe the best years for our industry are ahead of us, and that’s why I spend over 300 days every year on the road – I love it.” By way of introduction, Anderson

declared he was not here as an “allknowing American”, but had come to Australia to share his experiences and relate them to our own landscape. He backed this up throughout the day by citing Australian data from his own research. However, to set the scene for the day, he opened with footage from

Rob Mildenhall opens the Conference.


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the Challenger Space Shuttle disaster of 1986, which blew apart shortly after launch. “Investigations revealed that there was an O-ring failure, of which NASA had prior knowledge, and this was symptomatic of cultural issues within the organisation,” said Anderson. “You will understand the relevance as we go through the morning sessions.” Anderson discussed, at length, the importance of following OEM procedures when repairing a vehicle, even if you are under pressure to manage costs and reduce cycle time. He also suggested that not all thirdparty providers have up-to-date information and that only by using the OEM data directly can you guarantee you are using the current procedures. “The OEM procedures are the automotive equivalent to the construction industry’s building code. In the event of property damage, building repairs must be carried out in line with the building code and the insurer is required to pay for the repairs. Why should it be any different in automotive?” However, before commencing the work, a pre-repair scan is critical if you are to fully understand the extent and implications of the damage – irrespective of the size and complexity of the job. When the repairs are complete, a post-repair scan will ensure the vehicle is fully operational, particularly as the onboard technology continues to develop and evolve. Anderson also pointed out that only the OEM scan tools have access to the build data, unlike the aftermarket tools. There was a brief lesson in negotiation with assessors: “Your opinion doesn’t mean Jack! All that matters are the facts. Tell your story, provide evidence, substantiate your claim and justify why it is required.” This is the best way to “ensure” the repairer gets paid for everything that needs to be done to deliver a safe and proper repair. “Consumers, insurers and OEMs all want different things from the repair process, but ultimately the buck stops with the repairer. You must always do the right thing – the alternative is your own O-ring event!” We turned our attention to

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An animated Mike Anderson in action.

MC, David Newton-Ross facilitating the panel discussion.

Andrea McCarthy.

Carly Ruggeri.

Kevin Roberson, Hyundai.

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Even the Kiwi's turned up!

Stuart Howe and Gordon Scott-Worthington of Hella Gutmann.

Jason Trewin and Mark Czvitkovits of I-CAR with Carly Ruggeri and 3M's Ryan Williamson.

Dave Parson's (right) from MATE.


connected cars and telematics and Anderson went on to explain their importance to the manufacturer. OEMs are looking to protect their brand and ensure a safe and proper repair. They are focusing on preventing fatalities where real time communication is critical to first responders. “This will be a paradigm shift for the collision industry as the OEM effectively becomes the first contact point in the event of a collision and therefore takes control of the process,” he said. Clearly this is not yet happening in Australia but, according to Anderson, it WILL happen. As Anderson wound things up with an impromptu Q&A, he concluded with: “Partnering with Capricorn to help navigate the challenges of the rapidly-changing collision repair landscape is one of the best business decisions you could make.” At the break, I caught up with Mark Czvitkovits, CEO of I-CAR Australia, who said: “The conference has been extremely informative, not only regarding what’s happening now, but what’s required in the future for the industry as whole. What really stands out is there must be a greater understanding of the need for cultural change by all stakeholders to do what’s right for the customer.” David Newton-Ross then introduced Andrea McCarthy, Carly Ruggeri, Michael Killen, Geoff Gwilym, Rod McDougall and Jason Trewin, and facilitated a panel discussion in addition to fielding questions from the floor. The discussion was very engaging, entertaining, and at times confronting, covering topics such as the challenges of staff training, the need for insurer support of a shop grading system and ultimately the importance of repairers taking control of, and responsibility for, their own destiny. As with many discussions that touch on the inter-relationships with insurers, a degree of cynicism crept into the commentary; however, Newton-Ross maintained his composure and kept it all on track. I was able to chat with Capricorn’s Head of Sales Australia, Dale Durden who said: “We are particularly pleased with the participation and camaraderie

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in the room. What is really pleasing is the cross section of members, nonmembers, industry associates, manufacturers and suppliers. It’s the first time this has happened for a long, long time. We honestly believe that Capricorn has a large part to play in these events and with the right support from like-minded people, we’ll be in it for the long haul.” Following the panel discussion, two high-performance business owners were then invited to share their experiences. Andrea McCarthy of McCarthy Panel Works in Mackay spoke of her journey with Capricorn over the past 21 years and her more recent appointment to the board of I-CAR. “At McCarthy’s we always do the right thing, even when we are under cost and/or time pressure. Our reputation is everything to us.” She encouraged everyone to place value in what you do and to understand your worth. “Only then can we collectively raise the standard of the industry as a whole.” Carly Ruggeri of Euro Panels in Geelong is a second generation business owner who has been running the business with her brother for 16 years and has been a Capricorn member for 12 years. “At Euro Panels we estimate properly, set our own rate and have a culture of continuous improvement.” Ruggeri encouraged the delegates to learn from the past and invest in the future. “You are already a step ahead of the pack – you are here today.” There were also short presentations from international product and service providers, Podium Interactive Software from the USA, Static Solutions from the UK and Betag Innovations from Europe, and the conference wound up with presentations from each of Capricorn’s Platinum Sponsors, Hyundai, Lowbake and Hella Gutmann. Hyundai’s Kevin Roberson highlighted the fallacy that parallel parts are less costly in the long run, when you consider the total installed cost and the cost of compliance. Roberson also reminded the delegates that Hyundai has a price matching

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policy. “This has been a great opportunity to connect with the repairers, to communicate with them, to understand what they’re dealing with and where we’re coming from. Being a Brand Partner of Capricorn allows us to leverage this connection going forward.” Josh Schuster of Lowbake highlighted their strong market position and pedigree as an Australian manufacturer of booths, drying equipment and their back-to-base monitoring systems. “The event has been a real eye-opener. We are very proud to be here and to be associated with Capricorn. The biggest take-away for us is how much passion there is in the industry, especially when it comes to tackling some of the issues.” Neil Riley of Hella Gutman highlighted their 120-year history as a supplier of lighting and electronics to OEMs. The increase in demand for sensors, radars, cameras and, of course, diagnostic and calibration equipment places Hella Gutmann at the forefront of our industry. General Manager, Stuart Howe said: “The conference has been excellent, as has the engagement level from industry. Being so actively involved in the collision repair sector is relatively new for us and it’s been interesting, engaging and highly professional. It also highlights the challenges the stakeholders face in getting information, setting standards and working collaboratively with insurers.” In closing, Dale Durden thanked all those involved, acknowledging that Mildenhall had “done all the heavy lifting” with the support of over 100 field personnel. He thanked the sponsors, the delegates, the master of ceremonies, the panellists and, of course, Mike Anderson. Durden added that he was extremely satisfied with the decision to open the conference to non-Capricorn members. Finally, conscious that he was the only thing standing between 200 thirsty delegates and the bar, he invited everyone to join the Capricorn team at the National Collision Repairer-sponsored cocktail function.

The National Collision Repairer – 1 7


Minutes with ...

Robert Ratajszczak Capricorn Society When did you join the industry? 1999 What was your first job in the industry? Motor Mechanic What do you do now? Area Manager VIC/TAS What do you like about the industry? The people in this industry- they make it what it is and why we enjoy it so much. What don’t you like about the industry? Nothing What music do you like? Bit of everything Your Favourite Artist? Foo Fighters Your favourite food? THAI Food Your favourite drink? Beer Your hobbies? AFL football and Cricket Who in the world would you most like to meet? Tom Brady (NFL quarterback for New England Patriots)


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US Consumer Reports highlight Tesla safety failures Consumer Reports recently said that emails and other government documents released publicly for the first time show failures by Tesla regarding its safety claims and the performance of Autopilot. The documents also reveal that the National Highway Traffic Safety Administration (NHTSA) must do more to ensure investigations are transparent, and ensure companies communicate responsibly with the public about crash ratings. The documents reveal that NHTSA has subpoenaed information from Tesla about crashes involving its Autopilot driver-assist system, and, separately, the agency sent Tesla a cease-and-desist letter to say the agency had become aware of “misleading statements” made by the company about the Tesla Model 3’s safety ratings. The documents also show that NHTSA has referred Tesla’s safety claims to the Federal Trade Commission and asked them to investigate whether these claims violate laws against deceptive commercial practices. David Friedman, Vice President of Advocacy for Consumer Reports, said, “We have repeatedly called for an investigation into Tesla’s Autopilot driver-assist system. It can’t dependably navigate common road situations on its own and fails to keep

the driver engaged behind the wheel. The new public data only reinforces those concerns.” Friedman, who has previously served as both Deputy and Acting Administrator of NHTSA said: “It’s good that NHTSA is digging into the safety of the Autopilot system, but the agency needs to make these investigations public, for transparency’s sake, and to put added pressure on Tesla to fix the system’s flaws. It shouldn’t take a Freedom of Information Act data-dump to know what’s going on here.” “These documents also show that NHTSA told Tesla to stop making ‘misleading statements’ about the agency’s crash safety ratings, and that Tesla refused to comply, flouting NHTSA’s authority. In response, NHTSA could simply remove the related safety ratings to help mitigate the confusion Tesla is creating for

consumers,” continued Friedman. “This is another reminder that an update to NHTSA’s five-star safety ratings system is long overdue. DOT leadership should take the 2015 proposal out of neutral so consumers can get the information they need on the safety of new vehicles, especially with the proliferation of crucial driver assistance technologies like automatic emergency braking, pedestrian detection, and blind spot warning.” Earlier this year Consumer Reports called for immediate changes to the Tesla Autopilot system and for an NHTSA defect inquiry after the preliminary results of a National Transportation Safety Board (NTSB) investigation of a fatal crash in March. This article courtesy of Russell Thrall III, publisher CollisionWeek. Check out their website at:

Toyota to bring mobility solutions to the 2020 Olympic and Paralympic Games in Tokyo Toyota's three main pillars for Tokyo 2020 centre on: 1. Mobility for All, or allowing all people the freedom to move. 2. Sustainability, focusing on the realisation of a hydrogen society (environment/safety). 3. Transportation support for the Games using the Toyota Production System (TPS). With these three pillars, Toyota has been aiming to provide mobility solutions that go beyond the traditional provision of vehicles. Looking towards Tokyo 2020, Toyota, through mobility solutions that combine TPS with diverse mobility, will support smooth operations for Tokyo 2020 as well as support to transport attendees, including staff and visitors. In addition, through its robots, Toyota will support event operations and provide unique experiences, exceeding the general notion of what mobility has meant for the Games

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while continuing to challenge itself to provide "Mobility for All" by offering various mobility solutions to make Tokyo 2020 a one-of-a-kind event.

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Need to find a colour? Just “Paint It” with PPG identify the target colour. It’s also possible to show just one colour group. For example, six different reds available on a particular model can be displayed next to each other to make subtle differences more obvious. Clicking on each colour square links to the colour name, the manufacturer’s code and other useful information. It’s fun, it’s free and it’s informative, so just Paint It! Accessing Paint It is as simple as navigating your smart phone, tablet, laptop or even desktop computer to

Because the paint codes for a vehicle’s exterior, interior or trim colours aren’t always readily available, PPG created “Paint It”. Using a simple link to the very cool “Paint It” platform, PPG is giving you the opportunity to instantly turn your smart phone or other mobile device into a powerful colour tool connected directly to a vast database of information. Best of all, it doesn’t matter where you are, and no special software or subscription is required! Designed to offer an interactive approach to colour identification and selection, Paint It is not an app – it’s a web-based colour tool. It’s packed with easy to use search features and functionalities to conveniently find colours used on imported vehicles starting with model year 2008. Searches can be conducted via geographical region (Asia Pacific, North America and Europe,) and further narrowed down by selecting manufacturer, specific model, the model year and colour family, as well as whether it’s solid, metallic, and so on. The “Usage” option refines the search when looking for a specific roof, under-bonnet, trim or wheel colour, rather than the main exterior colour. Search results are displayed in very handy on-screen digital colour representation “squares”. These colour squares get larger as the search criteria is narrowed, which helps to


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Troy Weaver promoted to Vice President, Global Refinish at Axalta Axalta Coating Systems has announced that Troy Weaver has been promoted to Vice President, Global Refinish, effective immediately, and will report directly to CEO Robert Bryant. “We are thrilled to promote Troy to head up our global refinish business and add him to Axalta’s leadership team. Troy’s experience in virtually every aspect of our refinish business during the past 27 years positions him extraordinarily well to be the next leader of this cornerstone business,” said Bryant. “His deep institutional knowledge of our refinish business and the industry, his long-standing relationships with customers, ranging from multi-shop operators to independent body shop owners, and his strong business acumen and sales and marketing expertise make him a perfect fit for this leadership role.” “Our refinish business will continue to be an industry innovation leader,” continued Bryant. “We are committed to consistently delivering the exceptional products and services

Troy Weaver.

that our customers want. Troy has played a critical role in developing the plan that has driven our strong track record of growth and success. We are confident that his vision for the future will help us grow our refinish business and industry-leading position.” “We are proud to have another internal promotion on our leadership team,” concluded Bryant. “We believe the expertise, understanding, and continuity that our next generation of leaders, like Troy, brings new thinking

and enhances our culture. Troy will be a great addition to our leadership team, and we expect that he will continue to differentiate our refinish business through innovation while he and his team deliver value to customers every day.” Prior to this promotion, Weaver was Axalta’s Vice President, North America Refinish, where he was responsible for Axalta’s refinish business in the USA and Canada. Weaver also led Axalta’s initiative to secure and grow market share with multiple location collision shop operators, mega-dealers, and nationally recognised collision shop networks. Weaver began his career at DuPont Performance Coatings in 1992. He has held various sales and marketing leadership roles and is a two-time recipient of DuPont’s Prestigious Marketing Excellence Award, first in 2007 and again in 2010. Weaver is active in the industry and has served as chairman of the board of the Collision Industry Electronic Commerce Association (CIECA).

Call for mandatory test-driving of vehicles with ADAS At a recent Collision Industry Conference (CIC), Minneapolis-based LaMettry’s Collision President Darrell Amberson stated that collision repairers should always test-drive a vehicle following ADAS calibration. Amberson, whose regional MSO handles many calibrations in-house, recalled a lesson he called “very powerful” regarding the shop’s attempt to recalibrate a radar system. No fault codes existed, and the shop’s aftermarket scan tool reported the calibration was successful. Amberson said the shop performed a road test, which it calls a “dynamic systems verification” and which he felt was “mandatory”. He said the test drive involves an employee who understands how the ADAS system works and can detect if it isn’t working properly when engaged. The shop learned from the test drive that the adaptive cruise control wasn’t working correctly.

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LaMettry’s contacted a dealership, which informed the shop that it lacked the calibration target and suggested the shop use the OEM scan tool and LaMettry’s’ target. The scan tool reported no fault codes and that the calibration had been completed successfully, but the adaptive cruise control still didn’t work correctly. After pulling the bumper and conducting some measurements, the shop realised that the radar mounting bracket was slightly tweaked. “And that’s all it takes,” Amberson said. Eric Newell, director of field operations for asTech and a fellow panellist added: “A misaligned or uncalibrated component will not always trigger a dash light, nor will it always register during a pre-repair or post-repair scan.” Insurer-Repairer Relations Committee Co-Chairman Matthew McDonnell (Big Sky Collision) called test-driving vehicles logical anyway.

“Shops aren’t fixing a vehicle that will sit in a garage,” he said. “They’re gonna drive it – it’s a basic principle.” This article courtesy of John Huetter of Repairer Driven Education (RDE). Check out their website at for this and many other informative and educational articles on the collision repair industry.




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Zander, although proudly of Italian descent, was born and raised in Griffith, attending Marian Catholic College. He always knew he was destined to work with is hands, and at the age of 16 jumped at the opportunity for work experience at Griffith Beat and Spray, a local family business that has been operating in Griffith for over four decades. Zander found spray painting was a great fit for his artistic skills. “I’m not necessarily into cars, but my dad is an auto electrician and my brother is a mechanic, so you could say we have a connection to the automotive industry.” When asked if anyone in particular inspired or influenced him, Zander has no hesitation in citing his Nonna [grandmother] Valma, who, as an artist, introduced a young Zander to the creative side of painting. “Obviously, refinishing is quite different, but seeing the finished vehicle is such a thrill – it really is a creation in its own right.” Zander studies at TAFE NSW’s Wagga Wagga campus where he is taught and mentored by Head Teacher, Ian Chalmers, who oversees the Automotive Refinishing program at the TAFE. “Zander is such sharp, levelheaded young man who is mature beyond his years. He is highly talented, has a meticulous eye for detail and is always well-


presented. I’m sure this is a reflection of a solid upbringing.” Chalmers nominated Zander to be the Wagga Wagga TAFE participant for the 2018 intake to the PPG Scholarship program, which is run by PPG Training Manager Trevor Duke. “Zander is a very impressive young man who is always looking for ways to improve. He’s not afraid to express his opinion, asks all the right questions, and wants to improve his knowledge of the broader industry. He is a real standout in the group,” said Duke. Zander believes it is too early for him to have a long-term plan, although he feels it’s crucial to maintain a balanced approach between work and play – he enjoys life, works out in the gym every day, and spends time with family. “At this stage, I really want to focus on learning my craft and I’m always looking to innovate to create the best finish that I can for our clients. When I look at what Trevor [Duke] does for a living – that would be awesome.” Mark DiFiore, director and owner of Griffith Beat and Spray, summed it up: “Zander is an excellent apprentice who actually spent six months with us before going to TAFE. He is mature beyond his years and when our head painter retired after 40 years with us, Zander stepped up to the role. In a region where there is strong competition for talent, we are very pleased to have him on the team.”

Zander Fattore.

Editor: IAG’s ongoing support and sponsorship of these awards is greatly appreciated. With such strong recommendations from within the industry, Zander is indeed a worthy a Future Leader of the Industry. iag donates two I-CAR courses valued at more than $500 to the Future Leader that we feature each month in this section


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The 3Mat Speedshow 2019


For the third consecutive year, we followed the 3M-Foose Tour, which this time made its way to New Zealand and the CRC Speedshow in Auckland. Once again, the 3M team excelled itself and the fans flocked to the ASB Showgrounds to meet the master. The tour kicked-off with a VIP function where Chris LeBlanc, 3M General Manager Safety & Industrial and Transport & Electronics (SITE), welcomed approximately 100 guests to mix and mingle with the team and have their photo taken with Chip Foose. Foose also regaled the group with his journey from a young boy in his dad’s shop to become 3M’s global ambassador and international media personality. As the name suggests, Speedshow 2019 covered not only a huge range of all types of cars, but also motorbikes, jet skis, karts and a variety of motorsport from all over New Zealand. I’ve always thought the Kiwis were a nation of petrolheads, and over the weekend they came out

Chip Foose.


in droves as if to prove it, which was fantastic to see. The show included the Scoot Skate-Drift track, which hosted stunt bikes, karts, trikes, head-to-head racing, nitro funny cars, precision drifting and a cruise event that showed off some of the best cars at Speedshow. Even Foose got caught up in the moment when he described the occasion as “sweet-as”! The 3M Foose tour provided multiple opportunities for fans to meet Chip Foose, get his autograph and have their photo taken, and Carmine De Maria of CAD Custom was only too eager to be the “unofficial fan photographer”. Foose, as usual, was extremely generous with his time. 3M was once again showing off their “latest and greatest” products for the collision repair sector, with several Australians making the journey acrossthe-ditch to support their cousins. It was no surprise to me that the 3M stand was awarded the Best

Consumer Engagement Award, which is widely known as the most prestigious award available at CRC Speedshows. Ross Prevett, CRC Speedshow organiser said: “The 3M Foose stand was a very clean and well-presented exhibitor stand that really stood out and looked great and had knowledgeable and friendly staff who were keen to engage with the public and explain the range of products on display. It was cool to see Chip Foose signing autographs, drawing and generally engaging with his many fans, which is probably a once-in-a-lifetime opportunity for lots of Kiwis. Having the large screen and camera was also a great feature, as people at the back could watch what was happening. Overall, the 3M Foose stand had just the right mix of ingredients to win the Best Consumer Engagement or Experience award at this year’s show.” Anthony Borg, Automotive Aftermarket Division Business

Accessory Alley

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Foose's rendering of The Royster.

Manager, added: “It is a huge thrill to win this award as it is the culmination of a great deal of hard work by many of our staff, both locally and from Australia. It was a real team effort and I am so proud of the team. It reinforces that we made the right decision to bring Chip Foose to Auckland.” In addition, the 3M Print Wrap Film business, which is now part of Andrew King’s portfolio, demonstrated not only the application process but the outstanding results that can be achieved in the automotive space by twice wrapping a Ford Ranger Raptor over the weekend. I am sure we will hear more

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The real Royster.

about the 3M Print Wrap Film business as Andrew leverages his knowledge and experience in our industry. There was a fantastic array of show cars, street cars, classic cars, vintage cars, wild, weird and wacky cars, and even a reveal of the muchanticipated Toyota Supra. There were also some fantastic, if not altogether practical, custom motorcycles, together with the 2019 range from Auckland Harley Davidson. One of the most sought-after awards at CRC Speedshow was Foose’s favourite build, and this year the winner was The Royster, an immaculately

presented ’32 Ford Roadster owned by Royce Everett and built by Macs Speed Shop in Auckland. It truly is an exceptional build and epitomises the quality on show by our Kiwi cousins. Over the weekend I met some special people, as I always do when visiting New Zealand. One particular husband and wife team that I met, Jaydeen and Tony Thistoll, told me all about the history of their fully restored ’69 Mustang Grande. It was a full bare metal restoration by Smash Palace Classic Car Restorations and was finished in Custom Brandywine Candy. Whilst there were various other contributors to the

The Foosemobile 2019.

The National Collision Repairer – 2 5

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project, they spoke proudly of their kids growing up during the build process and learning along the way. Jay and Tony did both the engine rebuild and the electrics themselves, despite neither of them having worked in the automotive industry. The result is nothing short of sensational, winning third place in the “Stock” category – not bad for their first show! This was not a show about parts and accessories, this was a show about cars and all things fast! It was well supported by the numerous car clubs that had their race cars, bikes and karts on display. It was also a show to

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engage with the mums and dads, and the crowd really did turn out on a rather fresh Auckland weekend – but hey, it’s the middle of winter! Although not our first 3M Foose Tour, it was our first Speedshow. 3M and Foose, not unexpectedly, “stole the show”, although I must add that I was extremely impressed by the quality of the builds of the custom cars and the street cars, with all the owners and builders being justifiably proud of their achievement. It was a really great weekend – well done Auckland!

Trans-Tasman Teamwork.

3M Award.

The Dynamic Duo - Kim and Kasey.

Bat-itude - a 1967 Ford Anglia.

Little Deuce Coupe.

Not your average Ford Ute.

Tony Thistoll with his '69 Mustang Grande.







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Jan McLaren maintaining the McLaren Legacy IN A RECENT TRIP “ACROSS THE DITCH” I CAUGHT UP WITH JAN MCLAREN – YES THAT MCLAREN – TO CHAT ABOUT HER LIFELONG CONNECTION WITH NEW ZEALAND MOTORSPORT AND HER COMMITMENT TO MAINTAINING THE BRUCE MCLAREN LEGACY. Although her brother’s career is well documented, I asked Jan to take us back to where it all began for Bruce and how he got into motorsport. She explained that Bruce was born into it. “Our father, Les, competed in motorbike racing at Muriwai Beach as far back as 1919 before taking up car racing at club level. Bruce was always around motorsport events – we even have photos of him as a two-year old at speedway tracks. It’s well documented that Bruce always ‘knew’ he would fulfil his dream of becoming a Formula 1 driver.” One of Bruce’s early challenges, of course, was being diagnosed with Perthes disease, which left his left leg shorter than his right, and spending two years at the (Lawson) Wilson Home for Crippled Children. “To ‘distract’ him from these challenges once home, dad bought an Austin 7, which 14-year-old Bruce rebuilt with his Dad’s help, and raced for the first time in 1952. This was how it all began.” As we are here to get to know Jan McLaren, I asked her to take us back to the early years. Jan suggested that she too was someone born into a motoring family – someone with petrol in her veins. “I usually open with ‘I’m Bruce’s little sister’, but of course it goes deeper than that. The family has been involved in the motor industry for over 100 years, with our grandfather being involved with cars from the early 1900s, our father Les being involved from around 1919 with petrol delivery trucks, and he then drove the first Texaco tankers and entered his first motorsport event around the same time, albeit on a motorbike. It was inevitable therefore, that I went to my

first motorsport hill climb event aged around 3 or 4 years old. So, the first 2 5 years of my life was motorsport, followed by another 25 years or so focused on raising a family.” Jan’s passion for motorsport and the motoring industry, in all its different forms, is in her DNA, and is mixed with another family interest in history, heritage and genealogy, which led her to become the McLaren family spokesperson after Les died in 1985. Shortly thereafter, in the early 1990s Jan retired from a 15-year management career in the banking sector. “Twenty-five years after Bruce’s death we organised a motorsport dinner and over 200 people attended. This reignited the motoring passion for all things McLaren, and so with the family history, together with encouragement from Sir Tom Clark and Ross Jensen, we decided to honour Bruce’s achievements and the wonderful legacy he left behind.” The Bruce McLaren Trust was created and launched in 1997 and the original Can-Am car, which had been allowed to fall into disrepair, was rebuilt over a 15-year period. When asked about her memories of her teenage years as Bruce was conquering the world, she reminisces fondly. “I remember in 1958 he won the ‘Driver to Europe’ and headed off overseas. Mum and dad followed him in 1959 and I was sent to the South Island to live with my sister. Bruce won his first Grand Prix that same year.” Jan recalls her father and another local parent, whose son was also doing great things around the world, casually chatting about the exploits of their sons. The other father was Percy Hillary, Sir Edmund’s father. Jan also

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Jan McLaren.

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recalls an annual procession of motoring identities, such as Tony Brooks, Jack Brabham, Stirling Moss and many other notable drivers. “Looking back, it sounds so surreal, but that’s just what we did. The big welcome home parades and celebrations became the norm. As a teenage girl, I was developing other interests, but I must admit I had notebooks with all the circuits in them and scrapbooks of Bruce’s achievements. Dad, of course, had a much better understanding of what it all meant.” Jan points out that New Zealanders tend to be casual about big achievements, probably because, as a small country, they have punched above their weight for as long as anyone can remember. World record holders such as John Walker in athletics, Ivan Mauger in speedway and Burt Munroe at Bonneville all come to mind, but the country seemed to take all this in its stride – it seems to be the Kiwi way. We returned to the Bruce McLaren Trust and how it was funded it in the early years. Jan reminds us that the initial objective was to build a memorial, so they had to do several things to get the ball rolling. “We were able to have the Can-Am car donated to the Trust and Stirling Moss came

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– Bruce’s memorial stone is at Goodwood, of course. This turned out to be a reunion of sorts, with so many old colleagues coming together for the first time in years to commemorate the 30th anniversary of Bruce’s death. I look back and wonder where the last 19 years have gone!” I reminded Jan that when we first met, she shared a story about a trip to McLaren in the UK. “Ah, yes. We were on a trip through Europe visiting numerous German and Italian marques when we finally got to where I really wanted to be – the new McLaren premises in Woking. I said: ‘Good morning, my name is Jan

out and accepted it on our behalf. Rebuilding the car was a major project, but we also started a supporter’s club, pulled together all the memorabilia and even organised events. It just took off and before we knew it, we had a tiger by the tail.” Jan initially ran the Trust from home, although they returned to Les’ original service station office as they built momentum and the growth accelerated. They even got involved in international events, the first one being a fuel economy challenge around Britain in 2000. “We were very well received in Britain and Lord March opened the doors of Goodwood for us

Jan with Sir Jackie Stewart - Dave Williamson.

Laguna Seca in 2013.

The National Collision Repairer – 2 9

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McLaren and we have an appointment.’ The young man looked up and said: ‘And how do you spell that?’, to which I replied, rather indignantly, ‘Well, the same way that you do!’ As I look back, it’s clear they were just not used to any ‘McLarens’ visiting, as back then there was just my sister-in-law Patty McLaren and myself. Today of course, Bruce’s daughter Amanda is an ambassador for McLaren cars, which is really very special.” Jan was happy to explain the connections with McLaren Racing today. She said that when Bruce died the rest of the team carried on, even winning world championships in the mid-70s, although by the late-70s they had plateaued, which is not unusual in motorsport. She also recalls that at the same time Ron Dennis had his own small company called Project 4, although neither of them was doing very well. In short, Marlboro, the sponsor of both teams decided they were not going to continue to sponsor them both and, seeing talent in both camps, suggested a merger. The new company became McLaren Racing and the cars were renamed MP4 – there is still some conjecture as to whether this was McLaren Project 4 or Marlboro Project 4, but the terminology continued for many years thereafter. However, some of the personnel on both sides were strong personalities and ultimately those who had come from Bruce McLaren Racing sold their share to Ron Dennis. “Ron ran a very tight ship and in the early days of the Trust, we needed McLaren Racing’s permission to do many of the things we did – even the use of the McLaren name! Merchandise became a major channel for us, and to be fair, they were very good to us as they recognised that you could not separate Bruce McLaren and McLaren Racing as they were inextricably linked. Fast forward to today and McLaren Road Cars really does recognise and value the history and heritage as they built their brand.” Jan is very much the driving force behind the Trust today. The family service station was sold not long after Bruce’s death, although they did consider buying it back when the Trust

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was set up. However, they ultimately decided on an industrial building down at Hampton Downs Motorsport Park. “I’m still very much involved as a trustee, but I stepped back when we moved down there and we put in a new manager. The museum is very successful and attracts a steady stream of both local and international visitors, many of whom are car clubs and motorsport fanatics.” As with all great historic initiatives, the question of how to ensure the legacy continues is always a tough one. Being sustainable in today’s environment is hugely challenging, especially for small museums. The Trust has survived for over 20 years by going out to the market, attending events, working with youth such as Kartsport and SAE engineering students, promoting special occasions, and networking around the world. “However, we recognise that as the fan base gets

older, we must reach out to the next generation to ensure our survival. If this means we need to engage and interact differently and breathe new life into the museum, then that’s what we will do. Marketing a static museum is always a challenge, but it is an essential element. We must always look to be self-funding along with grant funding and raising monies from special events. McLaren family involvement is a special and unique part of our business and a succession plan that always sees family involved is imperative, along with good management and, of course, good marketing.” When asked to explain the importance of Bruce’s legacy to New Zealand, Jan has no hesitation. “I can sum it all up in a single phrase: ‘dream, believe, achieve’. This is not just in motorsport, but in everything we Kiwis set out to do, and there are so many of us who have performed on the world stage. Bruce was one of so many other great New Zealanders.”

The fully-restored M8A - Pat Stephens.

The goals and objectives of the Bruce McLaren Trust: • Perpetuate the memory of Bruce McLaren and his team • Preserve and promote motoring history and its heritage in New Zealand • Actively assist with education, from the heritage, driving skills and safety aspects, and support communities and councils within these realms • Support and assist the Bruce McLaren Intermediate School in Auckland • Support and assist the Auckland University Engineering Faculty • Support and assist the Bruce McLaren Trust Heritage Centre • Be the guardian and curator of motorsport memorabilia • Assist with the restoration of McLaren cars • Liaise with local and international motoring groups, historic car associations and clubs • Liaise with McLaren Group UK and McLaren Automotive Ltd.

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Axalta’s 2019 National Business Council Last month, the Axalta Services team, along with internationally recognised speaker Mike Anderson, demonstrated to body shops how to meet industry challenges head-on through the National Business Council symposium held at Melbourne’s Pullman-on-Albert Park. The theme of the event was: Helping Body Shops Focus on the Future! Steven Brett, Axalta’s Managing Director Australasia, opened the event, saying how pleased he was to be able to introduce Anderson, who serves as a facilitator for Axalta Coating Systems’ highly recognised Business Council 20 Groups in both the US and Canada, as well as facilitating numerous courses for Axalta Coating Systems’ Educational Series. Anderson is an accredited automotive manager (AAM) and has served on numerous industry advisory committees. He brought his extensive knowledge and experience from the North American market where he works closely with repairers, OEMs and insurance companies. Anderson has his own inimitable style and immediately engaged the audience with anecdotes from his early years and his passionate plea to

Class of 2019.


always “do the right thing” when it comes to safe and proper repairs. “Irrespective of the pressure you may be under, whether it is cost, time or even capabilities, do not ever forget that the onus is on you as the business owner to get it right.” He cited the case of Marcia and Matthew Seebachan in the US who were awarded $US42 million when their

Steven Brett opens the symposium.

incorrectly repaired vehicle was involved in a subsequent collision. As if to reinforce the challenges body shop owners face every day, Anderson discussed pre- and postrepair scanning as critical aspects of the repair process. “You need to know the extent of the damage and you need to know that you have done it right,” he said. A key focus of the symposium was advanced driver-assistance systems (ADAS) and the impact these have on the repair process. From understanding initialisation and calibration, through to repair precautions, this topic is a crucial one for body shops to understand as vehicle technology continues to evolve. Some of the other topics covered included how estimating is evolving thanks to artificial intelligence, positioning a business in the industry, the impact of a business manager on the business and, of course, the importance of pre and post scanning. Across the three-day event, in addition to the major focus on ADAS, Anderson covered a variety of topics including scanning and calibration, the

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decision to “repair or replace”, how to position yourself to maximise your value and worth, the use of artificial intelligence in estimating, colour tools, wi-fi and how to streamline your processes, and the growing importance of telematics and the connected car. Anderson also emphasised the importance of the personality and individuality of the body shop owner, which flows into the ability to negotiate well: “This is critical to being able to get the best outcome for your client, the vehicle owner. You need to back up your assertions with facts and evidence, because in many cases the assessor just doesn’t know enough to say ‘yes’,” said Anderson. He went on to say that this is still a work in progress with insurers in the US, as, for example, only 20 percent of body shops are being paid for preand post-repair scans. This, he said, was extraordinary given the importance of these activities now and into the future. The importance of your ability to communicate, articulate and relate to other stakeholders in the industry is, and will continue to be, critical. By the nods of agreement around the room, it was clear the message was well understood. Robin Taylor, Axalta’s Services Manager, explained: “The National Business Council occurs every few years and is all about helping

Mike Anderson in full flight.

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body shops future-proof their business by providing valuable insights into some of the tools and techniques that are critical in aiding business success.” Not only did attendees leave with insights into how to make their body shop more productive and profitable, they also left with a greater understanding of where the refinish industry is heading and how rapidly it is evolving. It was a great opportunity for people in the industry to come together and share their experiences. With almost 40 attendees this year, guests were given the opportunity to attend social activities and network with their like-minded peers whilst at

the symposium. “The National Business Council is one of Axalta’s most important initiatives as it helps to prepare the business owners for today’s challenges and the challenges that are yet to come,” said Steven Brett as he summed up the event. “Axalta has a long-standing association with Mike, and having him present to our group reinforces our commitment to the industry and to our customers here in Australasia.” Editor: The National Collision Repairer was thrilled to be invited to the event and Axalta is to be commended on such a great initiative.

The audience is hooked!

The Dynamic Duo.

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D-R-I-V-E to be an agent of change There has been so much discussion about change in our everyday lives, and the rate of change is increasing. How can it be September already? I was recently at an AGM and a person nearby said, “It can’t be time for the AGM again – wasn’t that just a few weeks ago?” There are times when we need to ask what we have done in the past year rather than just keep up. It’s great to be busy, but through many changes that have occurred, experience says there is always another change coming – and there is always a bigger picture. And with change comes challenges. If the business is doing well, why should we change? Is there a reason to change? We should understand that we do not need to change for the sake of it. There should be a purpose to making a change and a benefit that can be harvested from the change. In this industry, and many other related industries, there are also challenges because we have some very old school skills and mindsets that still work. However, every day we are gaining greater understanding of both the challenges and the opportunities that lie ahead. And the next decade is almost upon us. The individuals and organisations that continue to grow and can handle the changes occurring all around us are those who face things head-on and embrace the new products, tools, techniques and opportunities to deliver more to their customers, therefore continuing to be more productive and more profitable. We can call these people agents of change. So, what makes a great change agent? Having been involved in many different organisations in the public, private and non-profit sectors, I have identified some of the characteristics of great change agents. My view is that they have the drive to leverage


their existing skills and capabilities, a hunger to keep learning, and a mindset that enables them to explore how future changes will impact on, and be integrated into, their existing life or workplace. When we break down this concept further, we can find that great change agents know how to DRIVE change and manage it for the benefit of themselves, their organisation, the industry and with like-minded individuals. Design The first element of a successful change agent is understanding the potential changes and designing the way forward. But this is also done with a systemic view that helps understand the interdependencies of the change with the existing system and how to leverage it further. Designing the changes also means alignment of the strategy, objectives, regulatory requirements, processes, procedures, skillsets, capacity and tools or infrastructure (which can also be the facilities and technology) within the organisation. Having them aligned is not something that is easy to achieve, but it will deliver major benefits. It is important to scope the size of the

Drive change at the speed of thought

changes so that any design can incorporate only as much change as is relevant or required at the time. You need to make the time to design the changes and take it one step at a time, ensuring you have the time to design key milestones and keep it together for the long run. Resilience Change can be tough, so you need to know that it is right and stick to your guns to get through the changes. With a clear vision, leadership and reinforcement of the outcomes is important. There is a need to be courageous and see the changes through. People react to change in different ways, and that needs be managed. Shift happens when you work hard at it and understand that it takes time to get the best result. Great change agents understand the need for feedback, and it is enabling continuous feedback that will drive continuous improvement. Innovation Change is often required because it is needed, or there is an obvious and more effective way of making something happen. Great change

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agents treat this as an opportunity to be creative and innovative, which is particularly important when it comes to new regulatory requirements. How do we get smarter at applying them when there are so many constraints? How do we help people adopt new tools and techniques when they are so comfortable with what they are currently doing? A change agent thinks of new ways to manage through the constraints and knows that when they face resistance it is an opportunity to be creative and find new solutions. We all have the radio tuned into WIIFM – What’s In It for Me? Great change agents keep providing new information and reinforce the purpose of the changes to help people get on board and own the changes for themselves. There is a lot of perspiration in innovation. Sometimes the most dramatic change comes from the most difficult of times. Great change agents identify required changes and help those around them to grow in the industry. Developing an innovation pathway and thinking about how to leverage our strengths is something that many of the most successful organisations do. Voice Great change agents have a voice to influence change. An old saying is, “Control your destiny or somebody else will”. Change agents work on understanding and staying in control of the changes and not the other way around. Having a voice in the industry doesn’t mean having a negative opinion. However, it does mean continuing to be honest and understanding that through networking and getting involved in industry functions and events (including industry podcasts or video conferences), a single voice need not be a lone voice. If we all have a voice and help each other to find their voices, then we can make positive change with positive outcomes for all. If the activities are well facilitated, it should mean that everyone will be heard and we can move forward based on the collective, not just to the beat of those who have the loudest voices (the squeaky wheel) or those


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who may not have the best outcomes for the industry in their hearts. All change needs to be communicated well, and the best way to get traction is through continual communication and collaboration. No one person has all the answers and great change agents find the people who can come together to create the best outcome.

on the things we need to do next. Great change agents have the energy to continue making it happen, and sometimes that means also being true to themselves and taking regular breaks to re-energise and take on the next challenge. Having the DRIVE to be a great change agent is something everyone can do – in their own way. We need to plan and optimise the changes that are happening in ourselves, our business, our industry and for our customers (and potentially key partners). What are your next steps to identifying and driving positive change in your home, in your workplace and in the collision repair industry? What is your plan for becoming an agent of change?

Energy Great change agents are positive, passionate and proactive people who possess a strong knowledge base combined with a continued energy to learn and grow. You can find that passion is contagious in that it inspires you and others to be involved. The positive energy can also be tempered by ensuring that a great change agent demonstrates to others through positive actions and delivery of performance outcomes – they do what they said they were going to do – building credibility and trust. They realise that there is also a need to keep working on the things we need to do, while at the same time working

John’s love of custom and restored cars has seen him become an industry leader in the activities of car clubs and automotive enthusiasts across Australia and around the world.

Have the foresight whilst respecting the past

Know the direction we are headed as change approaches

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Fivecommonthings you can avoid by implementing repair planning Repair planning is a major part of any repair process and is a crucial element in ensuring that jobs are completed efficiently. It also impacts customer satisfaction in a positive way. There are many common mistakes that should be avoided when it comes to repair planning, such as: Missing parts on first order It is crucial to understand what parts are required upfront and not during the repair process. If the parts needed are not determined at the start of a job, this can cause lengthy delays in waiting for a part to arrive. It can also cause additional issues in waiting for extra insurance authorisations. Unexpected parts delays Getting an order in for parts is only one step in ensuring a job can be completed on time. Completely understanding parts availability, time frames and exactly what’s required at the time of estimate enables you to schedule your workload accordingly. If the correct timing is not considered, this can result in a flow-on effect, causing delays in each stage of the repair. Finding extra damage At the start of a job, a vehicle should be thoroughly examined. To enable a comprehensive quote to be provided to

the customer, all damage should be exposed at this stage. If damage is not completely assessed at the start of a job, a guesstimate is only able to be provided. In turn, this can lead to customer dissatisfaction once they discover the costs are not what they initially believed. Unrealistic completion dates Stemming from the above listed mistakes, along with part delays and finding additional damage, an unrealistic completion date may be given to the customer. When the customer needs to be informed of the change in date, this can impact their sense of satisfaction with the work you will complete on their vehicle as you have not met their expectations. An unproductive workshop Finally, the various delays can result

in vehicles taking up valuable workspace waiting on parts, assessing extra damage found and waiting on insurance authorisations. Each of these mistakes has one thing in common: they can all be fixed with a good repair plan. Assessing all damage to a vehicle and determining the parts needed at the start of a job, along with providing a customer with a realistic completion date, is just the start of a good repair plan that can take your shop to the next level. This article is supplied courtesy of Robin Taylor, Axalta Services Manager, who has a lifetime of experience in the coatings industry assisting collision repairers to run more efficient and effective businesses.

Cartec products are distributed by Le’Mix Pty Ltd. For more information about Cartec or other Le’Mix products, visit or contact Le’Mix on tel: (02)97084959


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Calendar of events KNOWING WHEN IT’S ON AND WHAT’S COMING UP Symposium2019 14th September 2019 Sydney

Automechanika 17th – 20th September 2019 Johannesburg

The SEMA Show 5th – 8th November 2019 Las Vegas

Thatcham update Thatcham Research has announced the renewal of its contract with Suncorp, extending the successful collaboration that has seen Suncorp distribute Thatcham repair data in Australia and New Zealand since 2013. Under the renewed agreement, Suncorp will become the first ever Thatcham Research Global Associate – this provides one of Australia’s largest financial services brands with access to Thatcham Research’s wealth of vehicle research, data and services. Neale Phillips, Global Product Director, Thatcham Research said: ‘’We are delighted to welcome Suncorp as our first ever Global Associate member, building on the successful partnership we have enjoyed over the last five years. We are committed to supporting its needs and those of its repair network – starting with an upgrade to escribe which will shortly see the inclusion of vehicle manufacturer methods, to further increase vehicle coverage.’’

Thatcham’s online portal – escribe, provides insurance assessors and repairers with instant access to the very latest multi-franchised Thatcham Research crash repair methods, times and technical newsletters. Phillips continued: “The growth of escribe in Australia is a tangible demonstration of Suncorp’s commitment to delivering only the safest and highest-quality vehicle repair.” In response, Brett Wallace, EM Assessing & Repair Performance, Suncorp said: “Thatcham repair data helps to ensure that our customer’s vehicles are repaired in the most safe and efficient manner, so the decision to extend and strengthen our relationship with such a respected industry body was an easy one and aligns 100% with Suncorp’s overarching repair strategy” Significant enhancements to the escribe platform enabling the positive identification of ADAS technologies have already been deployed this year, with further updates on the way in 2019.

Training contacts 3M Australia George Di Scala Tel: 0400 382 649 AkzoNobel Tel: (03) 9644 1711 Axalta Coating Systems Product training Axalta services Tel: 1800 292 582

PPG Australia Pty Ltd MVP Business Solutions Greg Tunks 0411 288 451 Sue Lozano 0417 053 030 Cliff Reed 0413 851 433 Joe Esposito 0412 832 919 Mike Green 0412 742 160 Mindy Roberts 0407 528 869 Ben Doughty 0418 548 812 Helen Aird +64 211 765 943

Dents R Us Training Academy Laury Chibnall Tel: 0438 383 555

PPG Training VIC/TAS: (03) 8586 0000 NSW/ACT: (02) 9854 6600 QLD/NT: (07) 3823 8000 SA: 0412 832 919 WA: 0437 902 125

iBodyshop E: Tel: (03) 9548 7400

I-CAR Australia Dan Dobrin Tel: (07) 3219 9088

BASF Australia Ltd James Green Tel: 0402 110 378

Mipa Australia Pty Ltd Tel: (03) 9793 8800 LORD (Fusor and Farecla) Tel: (03) 9560 6060 Protec Tel: 1800 076 466 SAPE Automotive Training Academy Tel: (02) 9772 9000 Thatcham-Escribe 1300 769 348 U-pol Tel: 0400 366 483 Valspar Automotive Tel: (02) 4368 4054

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The SCRS Repairer Driven

Education Series at SEMA DON’T MISS THESE GREAT SEMINARS FROM THE SOCIETY OF COLLISION REPAIR SPECIALISTS IN THE MAIN NORTH HALL AT THE SEMA SHOW IN LAS VEGAS. Monday, November 4, 2019 1:00pm-3:00pm Advanced Business Communications – The ABC’s of Building Trust Paul Webb-WebbVT & Elle Artison, Room N233 3:30pm-5:30pm. Make more money: Improve overall gross profit Steve Trapp-Axalta Coating Systems, Room N233 Is there a future in DRP? — RD3 Pete Tagliapietra-NuGen IT Inc, Room N237 Position yourself for sustainability John Shoemaker-BASF Automotive Refinish, Room N241 Tuesday, November 5, 2019 9:30am-11:30am Crushing it! Ryan Taylor-Big Sky Collision Center, Room N233 Repair process 2020 Doug Craig-LORD Corporation, Room N237 Why your collision center should be texting, Tyler Brunatti-Podium, Room N241 12:30pm-2:30pm Be your own Berkshire— RD8 Scott Broaddus-Virginia Asset Management, Room N233 Completing “Thorough and Workmanlike” Repairs David Smith-Auto Damage Experts, Room N237 Sick and tired of collision management the old way? Lee Rush-Sherwin-Williams Automotive Refinish, Room N241 3:00pm-5:00pm Mobility: The Future of Automotive Protection and Beautification


Jennifer Boros, Gareth Hughes, and Ranju Arya, PPG Industries, N233 Create an in-house technician development program Tim Ronak, Charlie Whitaker and Jeff Baker, AkzoNobel, Room N237 Educate consumers on safe repairs with owner’s manuals Mike Anderson-Collision Advice and Danny Gredinberg-DEG, Room N241 Wednesday, November 6, 2019 9:30am – 11:30am. Offset tech shortages with improved efficiency Shelia Principio-BASF, DeWayen White-Tom Bush Auto-Plex and Tommy Daniels BMW USA, Room N233 Auto industry disruption: Win despite change! Frank Terlep-asTech, Room N237 Glue Pull Repair: less-invasive repairs Chris White-KECO Body Repair Products, Room N241 12:30pm – 2:30pm Capturing Every Procedure: What are you missing? Toby Chess-Kent Automotive, Ron Reichen-Precision Body & Paint and Danny Gredinberg-DEG, Room N233 How to mitigate risks and thrive David Willett-Intrepid Direct, Room N237 Unraveling the Mystery of Structural Bonding Adhesives Shawn Collins-3M, Room N241 3:00pm – 5:00pm Do I, or don’t I? OEM certifications Jeff Wildman-BASF Automotive Refinish, Tim Kilkeary-Kilkeary’s Auto Body and Austin Fife-Bentley Motors Ltd, Room N233 Overcoming objections to scanning

Mike Anderson-Collision Advice and Jake Rodenroth-asTech, Room N237 Using wheel alignment to diagnose suspension, John Shewbridge-Hunter Engineering Company, Room N241 Thursday, November 7, 2019 OEM Collision Repair Technology Summit, Room N241 The OEM Collision Repair Technology Summit is designed to put SEMA show attendees in a room with innovators in automotive structural design and technology. The Summit’s three session times will feature distinctly different topics that host discussion between companies and individuals with rich histories of producing sophisticated advancements in the automotive and collision repair fields. The event content will highlight developments in modern vehicles, with a focus on emerging trends that influence vehicle repairability and collision industry preparation. 9:00am – 10:30am OEM1 11:00am – 12:30pm, OEM2 3:00pm – 5:00pm, OEM3 9:00pm-12:00am SCRS' RDE Sky Villa After Party Westgate Las Vegas Resort & Casino, Sky Villa Suite Friday, November 8, 2019 10:30am – 12:30pm The IDEAS Collide Showcase, Room N241

For more information visit:


advantage of hands-on collision-repair Ta ake advantag egas demos of the newest products at the Las Ve Convention Center enterr, November 5–8, 5–8 2019.

Register to Attend at


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I-CARonlinetraining Over the previous three years, I-CAR has been working on producing a series of new courses that will form the basis of the new Professional Development Program (PDP 2.0) announced late last year. This new PDP 2.0 will be introduced over the coming 16 months, with full implementation by January 2021. The program will not only address current skills and knowledge for the specific roles in the collision repair industry, but will also extend offerings to cater for production management and electronic diagnostic technicians, as well as providing valuable ongoing knowledge to assist technicians in performing safe, complete and quality repairs. The new PDP 2.0 program has already addressed changes to the welding certification that bring the recertification and training paths more in line with OEM recommendations and, as such, the I-CAR welding certification is being recognised by an increasing number of OEMs both in Australia and internationally. Additionally, from September, all current Australian students will have access to I-CAR’s new online training. This development is part of the new strategy for training being introduced to improve the skills and knowledge requirements for collision repair professionals. The delivery platform will enable technicians to access new courses 24/7 and allow all technicians to access the latest information regarding new technology. As part of the new PDP 2.0 evolution, this first release will include 22 new online courses that will cover the most relevant current repair topics, including advanced driver assist systems (ADAS), new vehicle technologies and electronic diagnostics. While these topics are having an impact on collision repairs globally, many of our collision repair professionals have little or no

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understanding of the complexity of these new technologies. The new courses will satisfy the growing need to ensure the new technologies perform as intended after the repair has been completed. As part of the rollout, there will also be a specific training pathway for production managers. This will include several additional virtual and live courses to enhance the skills and knowledge for production managers and those technicians wanting to expand their career prospects. Accessing the courses will be through and logging on through the myI-CAR login to register and pay for courses. The courses can then be taken any time of the day and can be paused and reopened at any time that suits the technician. Most courses run for approximately one hour with a post test at the conclusion of each course. The new courses will provide the ongoing annual training requirement for estimators, structural and nonstructural technicians and assessors, as well as providing a new production management role training curriculum. Over the coming 16 months, several older I-CAR courses will be archived and replaced with newer and more interactive modules designed to give students the skills needed to enhance their knowledge of collision repair without having to take time away from the shop. As part of the planned complete revamp of the training curriculum, ICAR will deliver the most advanced collision repair training on offer globally. The new course details will be available for review through the new course catalogue page at where courses can now also be selected by name, subject, or role requirements. A

complete “how to access online courses” is also available on the website for new and current students at The transformation of our industry demands more than training courses to just tick the box, it requires training solutions to meet the complex repair needs of today’s advanced vehicles for collision and insurance professionals. The growing number of Gold Class businesses and their recognition by insurers and OEMs are proof of the benefits of knowledge, excellence and performance for these repairers to stay abreast of the rapid industry changes. I-CAR training is now recognised as the industry benchmark for training and contributes to industry consistency, uniformity and efficiencies for all stakeholders, while also contributing to the industry’s objective of complete, safe and quality repairs. The new online training will deliver on-demand training solutions that meet the needs of businesses and technicians alike. Our live and virtual classrooms will continue to be available for those who enjoy the instructor interaction of more traditional training methods with several new courses to be added. In combination with hands-on training and welding certification, I-CAR training will help take your business to the next level in understanding and meeting the complexities to deliver complete, safe and quality repairs for your customers and thrive into the future. Check it out, I’m sure you will enjoy the convenience and flexibility! Mark is the CEO of I-CAR Australia. His mission is to ensure that the collision repair industry understands the importance of having fully trained personnel and knowledgeable technicians

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Acknowledging a lifetime of contribution Criteria for induction into the National Collision Repairer Lifetime Achievement Honour Roll 1. 2. 3. 4.

A minimum of 10 years in the collision repair industry Contributions to the collision repair industry beyond the scope of their local area Contributions to the collision repair industry beyond the scope of their direct employment Nominations shall come from within the collision repair industry on the nomination form with supporting rationale.

A nomination form can be obtained from: The National Collision Repairer PO Box 1258, Kyneton Victoria 3444 Email: Tel: +61 458 588 333

The National Collision Repairer thanks and acknowledges the ongoing support of our sponsors


Honour Roll Richard Nathan ................................ David Weatherall ................................ Terry Flanagan OAM ................................ Marshall Duncan ................................ Graham Winter ................................ Jeff Hendler (Int) ................................ Max Chanter ................................ John Howes ................................ Robert Renwick (Int) ................................ David Newton-Ross ................................ Wayne Phipps ................................ Richard Pratt ................................ Bob Rees ................................ Lance Weiss ................................ Mark Brady ................................ Don Wait OAM ................................ Tony Farrugia ................................ Bob Christie ................................ John Zulian ................................ Tom Vukelic ................................ Robin Taylor ................................ Ray McMartin ................................ Colin Edwards ................................ Ian Wilkinson ................................ Julie Thomas ................................ Brian Johnson ................................ Terry Feehan ................................ Owen Webb OAM ................................ Phil Nixon ................................ Trevor Parkes ................................ Tony Warrener OAM ................................ Brenton Abbott ................................ Michael Killen ................................ Carl Tinsley ................................ Per Madsen (Int) ................................ Rex Crowther (Int) ................................ Michael Wilkinson ................................ Garry Clear ................................ Cec Simpson ................................ Mark Czvitkovits ................................ Martin Stone AM ................................ Julie Wadley ................................ Walter Zuber (Int)

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Street Rod Nationals

in Louisville Kentucky After seven weeks in the US attending some of their largest events with our American Legend wheel range, I thought I was in wind-down mode. That was until I rolled into Louisville, appropriately named the Bourbon City, on the first weekend of August and was taken aback by the size of the Kentucky Exposition Centre. The centre covers over 300 acres including an amusement park, a huge vendor building and several smaller buildings housing over 250 vendors.

This is the closest event I’ve seen to SEMA on scale, with many businesses building similar stands as they have at SEMA. All the major brands were there, including Chevrolet Performance, Ford Performance, Edelbrock, Meguiars, 3M, Lokar, and TEN Media, with their impressive stands. There were over 10,000 cars entered, which was rumoured to be down a little as next year will be the 50th show and will to be a really big celebration. This event started out for

A different take on the Chevy truck on the Axalta booth.

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Chip Foose in an all too familiar role

only pre ’48 vehicles, but to grow the industry and add some excitement they have allowed the muscle cars, customs and trucks, although the cutoff is that they must be 30 years or older. This has been a great move as there is so much more variety and whatever you like, you can see it there. There was also a big Autocross display and some great racing, which adds movement to the show. I really enjoyed the builders’ showcase in the foyer outside the

Alan Johnson's '32 just oozes Hot Rod.

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main vendor pavilion where many of the top cars built over the last few years were on display with no judging. Five Great 8 cars from Detroit were featured, along with many other special cars that I have always wanted to see in the “flesh”. This showcase was introduced in 2006 and has grown since then, with 30 of the elite builders showing their feature car over the weekend. Also on display was the ’32 Ford Vicky giveaway car and the lucky owner was announced on Saturday afternoon. A feature for me was the seminars which included chassis design, vintage air, classic gauges, Edelbrock on fuel system solutions, EFI, rubber products, brake upgrade, engineering solutions and meeting department standards. These were well attended, and I would really like to introduce them to Australian events again. We tried them many years ago, but they weren’t well attended. Times have changed and maybe they would work now. There were a few celebrities there, but still none more popular than friend of the National Collision Repairer, Chip Foose. He was on the US Mag stand and had a two-hour queue continually for the weekend. There was also a new product area with over 50 products displayed, sorted by cost of the item. There were four sections: up to $200, $1000, $5000 and over $5000. I didn’t mind this idea as it seemed to give everyone a fair shot at winning their section. There is no specific vehicle judging, just 12 pro’s picks awarded, which I really liked as you couldn’t get

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One of Owen's favourites - a flawless Woody!.

around every vehicle in the four days anyway. Most people just come along, hang out, cruise and enjoy theirs and each other’s rides. As I was on the American Legend booth all weekend, I didn’t get to see everything but heard about some neat ideas with the Young Rodders program, Mopar Country, with over 100 Mopar-bodied cars lining up together. The truck scene there is huge and I loved the commercial way, with many beautifully finished vehicles and even more great trucks with new mechanicals and patina paint – definitely the biggest trend in the US at the moment. Inside the vendor pavilion there were over 50 stalls for the women at the show, with clothing, jewellery, beauty treatments, cooking displays, quilting and crafts doing great business. This makes sense as there were over 200,000 people and around 40 percent were women. On Sunday at noon they

Awesome first gen Camaro in the Builders Showcase.

assembled the circle of winners: 48 outstanding vehicles from this year’s show including the pro’s picks, and other nominated sections including Outstanding Use of Colour, Ford in a Ford, long distance and divisional directors’ choices. Of course, there was the huge swap meet area open for the four days with some good buys to be had on cars and memorabilia. An event of this size takes a lot of preparation from the committee and over 40 volunteer clubs. They are already down the road for their 50th event and I would thoroughly recommend a visit if possible. Owen is a leading figure within the auto re-styling and vehicle modification industry and a Lifetime Achievement Award inductee.

Nice Sunliner running a set of American Legend Racers.

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Two ubiquitous issues: dealing with ADAS and recruiting and retaining young technicians THESE TWO ISSUES ARE AFFECTING SHOPS IN ALMOST EVERY COUNTRY, SO THIS MONTH WE BRING YOU SOME EXCERPTS FROM RECENT CONVERSATIONS WITH SOME US COLLISION REPAIR ORGANISATIONS ABOUT HOW THEY ARE ADDRESSING THEM. How are you handling vehicle scanning and system calibrations? Illinois shop owner Brad Zara: At the beginning of last year, we decided to dedicate one technician to scanning, and we are scanning every vehicle pre- and post-repair. We use a remote scanning service and do about 90 percent of our scans with that. We also have an aftermarket scan tool that we will do some older vehicles with. We send out about five percent to dealers for unique situations. Same with calibrations. We’re able to do a majority of them in-house. We don’t have any of the targets, so any of those types of resets have to go to the dealer. Luke Salter, operations manager for two shops in Wisconsin: We scan 95 percent of all the vehicles. Our repair planners are using a remote scanning service for pre-and postscans, then our technicians are performing the test drives. Regarding calibrations, most of that is being sent to the dealership. We’ve looked into getting more into it, but we just don’t have the space. Pennsylvania shop owner Bob Noaker: Over the past two or three years we have started scanning 100 percent of vehicles. We use an aftermarket scan tool for most everything. Colorado shop owner Robert Grieve: We do pre- and post-scans on everything, and most of our cars are ending up at the dealer for either an inspection or a calibration, and they’re doing scans as well. So we feel we’re pretty well covered. By


using the dealer as often as we do, we’re creating some good relationships. Not to mention it’s less liability for me when you have an expert third-party in there. Oregon shop owner Dave Carney: I have a mechanic on staff, and he scans every car, coming and going. Anything we can’t clear goes to the dealer. As Robert said: spread the liability, let the experts do that. And I don’t have the room, even though I have a large shop, to put up all the targets and do all that. Fortunately, I have a Honda, Toyota, Nissan and Audi dealer within a mile or

Andy Tylka.

two of me. So they love us bringing those cars. It’s helping us build a great rapport with them. They’re sending us work like crazy. Nebraska dealership shop manager James Rodis: We do everything in-house. About 98 percent of our work is on Ford, Chrysler or GM vehicles. We now use an aftermarket scan tool and a factory scan tool on every single car. It seems redundant, but we like the aftermarket tool because that data goes directly into the estimating system file, so everyone has pretty quick access to it. The

Darren Huggins.

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factory scan tool results get scanned into the file later, so we have it forever to prove we used a factory scan tool. New Jersey shop owner Tom Elder: I had a lot of faith in aftermarket scan tools until recently when we let a car go with two rear seatbelt pre-tensioners blown, with no warning light on the dash. When I went back to the aftermarket tool scan, it said the car wasn’t equipped with rear seatbelt pre-tensioners. But when I scanned it with the OEM tool, it immediately came up with both rear seatbelt retractors blown. Aftermarket scanning tools can be accurate, and they’re certainly a lot quicker and cheaper. But the complete accuracy to protect your liability may not be there. The OEM scan tool is easy to use, it’s not that expensive, and it updates once a week. Things change that rapidly. What have you found most effective in attracting, motivating and retaining workers in the 20–35 age bracket? Darren Huggins national collision director for Berkshire Hathaway

James Rodis.

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Automotive, which operates more than 30 dealership body shops: We’re having to get a little creative, having to be a little bit more “user-friendly” for employees. Before, it was: “We open at 7 am and we go until 6 pm, and you get an hour for lunch and so much for a break twice a day, and other than that, we need you at work.” Now we’re having to be a little bit more flexible. We’re also finding that, depending on demographics, a lot of kids getting out of high school just need a job. They’re not saying, “I’ve got to go to school and I need this degree.” They are saying, “I need to go to work.” So we’re really focusing on the mentorship piece, seeing if we can help some of these students that really need to get into work right away get a career started. We’re having some success with that. Paul Gange is the president and chief operating officer for Fix Auto USA: I think that, collectively, we still think we’re the same industry we were. It’s a different industry today. We all lament that young people want to work for companies like

Tom Elder.

Apple or get into artificial intelligence or gaming or some sort of technology company. They’re not generally looking to pound dents out of the side of a car. But our industry has changed so much. There are positions in our shops now that didn’t exist two or three or five years ago, positions that, if we marketed them properly, compete very well with high-tech companies. Scanning technicians, people responsible for calibrating vehicles, those deeply involved in the way the computer systems in our vehicles work. In the front office, we have positions for people who are focused on social media management, and different types of marketing roles like that. If we start thinking that way, I think we’ll find we can attract those in their 20s and 30s. And you know what? Their friends may be the car guys that Darren was talking about who want to get their hands dirty and go to work right away. Andy Tylka, whose company operates five shops in Indiana: We’re always recruiting. We’re not just recruiting when we need somebody. We’re doing that 12 months out of the year. We interview everybody. Even if we don’t need a painter, we’ll still interview a painter because “car guys and gals” hang out with other “car guys and gals”. That painter might know a technician or an apprentice who we might be able to integrate into our company. We’re also putting more entry-level people into the new positions, like those doing the repair research and the scanning and checking-in the vehicle before we even pick up a tool. Those are becoming full-time positions. We can bring in a younger generation to do that work, and then train them into a body tech or estimator. John is a freelance writer based in the United States who has been writing about the automotive industry since 1988, he is also the editor of the weekly Crash Network

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Small size, electrifying performance from Mirka Mirka continues to lead the charge to high efficiency electric tools with the launch of a compact 77mm version of the DEROS (direct electric random orbital sander) and OSP (optimized surface preparation) abrasives. Having started the revolution several years ago when it first introduced its ground-breaking, in-house developed, brushless electric motor, Mirka continues to provide even more reasons to switch from pneumatic. Forget heavy and bulky electric tools, Mirka electric tools are compact and lightweight, yet powerful, quiet and super-efficient and the latest addition to the range, the DEROS 325CV, is a perfect example. It comes with all the Mirka electric tool features, but in a more compact 77mm (3-inch) pad format and 2.5mm oscillation. This makes it ideal for tackling smaller sanding operations such as SMART repairs, headlight restoration, bumper sanding and hard-to-reach areas. By accurately targeting the required area, it keeps the repair smaller and allows the job to be done faster and more profitably. While it may be small, this 77mm DEROS is powerful enough to maintain a constant speed, even under heavy load. The symmetrical design ensures

a comfortable grip and speed adjustments can be made in an instant via the easy to operate lever, while a separate on/off switch contributes to safe handling. Importantly, vibration values are the lowest in its class, allowing operators to sand for long periods without fatigue. Indeed, an integrated vibration sensor and Bluetooth low energy technology lets you keep track of vibration, speed and usage data via the myMirka app. Dust-free abrasives to match To further boost the efficiency and dust-free sanding capabilities of the DEROS 325CV, Mirka has also taken the opportunity to release a 77mm range of its innovative OSP System. Geared to keeping small repairs compact and fast, this combination of Mirka’s patented “net sanding” technology and soft abrasive products delivers benefits that simply cannot be achieved with a conventional abrasive system. Clearly marked numbering shows operators exactly which disc or strip should be used for each step of the process, making Mirka’s OSP System simple to understand and easy to train. Number 1 is used for paint removal, number 2 for feather-edging, number 3 for preparing the repaired area for

Glasurit 923-625 HS Clear universal VOC All-round talent for first-class results. When it comes to all-rounders, it doesn’t get much better than the Glasurit 923625 HS Clear universal VOC. A favourite of spray painters, it can be used for applications ranging from spot repair to overall resprays. Thanks to its excellent flow properties, the clearcoat can be applied easily and reliably in a single step without an intermediate flash-off time. It is also robust and produces first-class results, even under challenging conditions. When it comes to efficiency, Glasurit 923-625 HS Clear universal VOC sets new standards, with improved drying properties at 60°C, 40°C and 20°C! With Glasurit 923-625 HS Clear universal VOC, body shops can redefine their standards and achieve perfect refinishing results – simply, reliably and flexibly. Con Herouvim, General Manager of Superfinish Australia, based in Victoria, has been using the 923-625 in his body shop and has been impressed with the performance and finish. “We have been using the Glasurit 923-625 with 929-63 and 352-30 reducer and found the build and flow of this clear is second to none. As we are factory BMW and Lexus repairers, we get to see a lot of repeat customers and check our previous work, and we have found there is no sink back or loss of gloss.”

4 6 – P R O D U C T S H OW C A S E

primer (by reducing sanding scratches and expanding the feather-edge) and number 4 for finalising the sanding. Utilising these standardised, stepby-step processes means predictable, consistent quality on every repair and results in fewer time-wasting reworks. In addition, using net sanding technology virtually eliminates damage caused by dust pills, allowing the OSP abrasive to produce a consistent, even scratch pattern while giving true dustfree sanding. Also, because tools such as the 77mm DEROS, are used to complete more processes, which saves time on every job and enhances productivity and profitability, it’s the perfect partnership! PPG is the exclusive distributor of Mirka products across Australia and New Zealand. To learn more, simply contact your PPG representative or Protec representative to arrange a demonstration.

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New fast dry surfacer from Duxone Duxone paint products are specifically developed for body shops seeking value for money and highly dependable products. The DX69 2K Fast Dry Surfacer, a new product from Duxone, meets this brief. Part of the Duxone repair system, the new Duxone surfacer is a robust, high solids surfacer which has excellent sanding properties. It has a very wide application window and delivers excellent vertical

stability as well as outstanding filling power and adhesion. With a mixing ratio of 4:1 with activators DX18, DX20 or DX24 plus up to 10 percent thinners DX32, DX34 or DX36, unlike its predecessor, the DX69 2K Fast Dry Surfacer has thicker, higher package viscosity with associated good filling properties. For more information on the Duxone DX69 2K Fast Dry Surfacer, visit

U-POL expands the Dolphin range U-POL has utilised its 70-year heritage of pioneering products for the collision repair industry and developed two new advanced lightweight body filler formulations, Dolphin One Fill and Dolphin Medium Body Filler. Developed at the company’s Wellingborough-based R&D facilities in the UK, Dolphin One Fill is flowable and easy sanding, while Dolphin Medium is textured like whipped cream and is ultralightweight. “There is no filler on the

market like Dolphin Medium,” said Damian Cappelluti, U-POL’s Sales Director. Both products are presented in a convenient 3 litre can. Features and benefits of Dolphin Body Filler include: • Increased productivity • Reduced costs • Flexibility with curing methods • Ease of use • Superb performance • Greater sustainability

Crucially, all Dolphin products adhere to virtually any substrate and can be cured using air-drying, IR, oven baked or even the use of gas-fired infrared curing systems. Refer to U-POL’s technical data sheets for more information. Visit or call U-POL Australia on (02) 4731 2655 for a Dolphin Body Filler demonstration. In New Zealand call (027) 630 3691 or email

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Axalta launches Cosmetic Car Repair It is estimated that more than half of all vehicles on Australian roads that have travelled 20,000 kilometres will have noticeable cosmetic damage, affecting not only the appearance, but potentially also the value of the vehicle. The newly launched Axalta Cosmetic Car Repair program, from the refinish experts at Axalta Coating Systems, represents a whole new potential revenue stream for body shops (who don’t currently do small repairs), car dealerships, or even those that want to explore setting up a specific shop for cosmetic repairs. In just hours, technicians can complete micro paint repairs, fix chips, scratches and headlight covers – a facelift for aging vehicles – using advanced Axalta processes and technology. This ability to refurbish, repair and renew worn vehicles to as-new condition in just a few hours lends itself to a dedicated area that allows for a fast-turnaround of smaller jobs that would otherwise have been included in the overall queue of work. Axalta Cosmetic Car Repair is not just a set of tools or products. It’s a turnkey process designed to create a vehicle reconditioning profit centre within a business. Axalta supplies repair products for cosmetic repair in a custom designed cabinet, with paint scales that measure to one hundredth of a gram to ensure mixing small volumes of colour as low as 50ml

accurately. By using Syrox waterborne paints, there is no need for a full mixing machine as the products can simply be shaken. As well as the above, the package includes a “mobile spray booth”, menu-based quoting software, set-up recommendations and all necessary equipment to ensure fast turnaround for small repairs. Axalta also provides a complete training package covering estimating, colour retrieval and technical processes. The comprehensive technical training is designed to

deliver a complete skill set for cosmetic work, including the subtleties of keeping small jobs small to save on material cost. Axalta Cosmetic Car Repair helps customers make their cars look better, potentially restoring the value of their second most expensive asset. These new services aim to create a new market space, a new revenue stream, and potentially a customer for life. For more information, contact Nancy Lane on or 02 8818 4304.

All new Ceramic Guard from Le’Mix Ceramic Guard is a unique product: a revolutionary coating that is a breakthrough in the field of silicone-based nano coatings. It offers excellent protection, making vehicle paintwork water and dirtrepellent. With Ceramic Guard coating from Cartec, dirt and insects simply glide off the paintwork like water off a duck’s back, especially when you wash your car. With Ceramic Guard, your car’s paintwork has maximum protection against road grime, salt, UV radiation, harmful chemicals and anything else that is harmful to paintwork.

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With this revolutionary product, it is now possible to apply a very smooth, high-gloss and durable protective coating to the car paint in one step, and although one coat is sufficient, Ceramic Guard can also be applied in several coats. This creates an even thicker protective layer and strengthens and increases the hardness of the finish, greatly improving scratch resistance. The coating gets a visibly deeper shine and colour depth, and combined with an “easy to clean” effect and a strong waterrepellent layer, this is ultimate protection for your car!

Cartec products are distributed by Le’Mix Pty Ltd. For more information about Cartec or other Le’Mix products, contact Le’Mix on Tel: (02) 9708 4959 or visit


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