MISA’s comments follow the recall of more than 25,000 vehicles after Volkswagen Group Africa (VWGA) notified the National Consumer Commission (NCC) about a potential safety defect in certain Volkswagen Polo Vivo models.
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The rising number of vehicle recalls in South Africa is raising concerns about consumer confidence and the reputation of the automotive retail sector, the Motor Industry Staff Association (MISA) has warned.
The union on Monday said the growing frequency of recalls risks undermining the credibility of dealerships and sales executives, even though the workers most visible to customers have no control over vehicle manufacturing or component design.
MISA’s comments follow the recall of more than 25,000 vehicles after Volkswagen Group Africa (VWGA) notified the National Consumer Commission (NCC) about a potential safety defect in certain Volkswagen Polo Vivo models.
According to the NCC, the recall affects 25,729 Polo Vivo vehicles that were sold nationally between February 2025 and February 2026.
Last year, VWGA recalled more than 250 Polo Sedan vehicles due to an incorrectly fitted seat belt on the driver's side.
While MISA acknowledged the importance of recalls in protecting motorists, the union said the sharp increase in such announcements in recent years is having unintended consequences for sales executives in dealerships.
The union said these workers, who are at the frontline of customer engagement, bear the brunt of consumer frustration despite having no control over the manufacturing processes or the components that lead to recalls.
MISA stressed that consumers should understand the broader context behind modern vehicle recalls. According to MISA, today’s vehicles are far more technologically advanced than in the past and increasingly rely on complex electronic systems and diagnostics powered by artificial intelligence.
Advanced diagnostic systems can detect potential faults early, often before they pose a serious risk to motorists. When the same issue is identified repeatedly through diagnostic codes, manufacturers may issue a recall to ensure the problem is corrected.
While this process can be inconvenient for vehicle owners, MISA said it ultimately improves road safety. MISA added that recalls should be seen as part of a global automotive safety culture rather than a failure of dealerships or their employees.
Martlé Keyter said workers in the automotive retail sector are dedicated professionals who take pride in serving customers but are frequently blamed for issues beyond their control.
“Our members are dedicated professionals who take pride in serving customers. It is unfair that they are often blamed for issues beyond their control,” Keyter said.
She added that MISA would continue to defend the interests of workers while also supporting efforts to improve road safety.
“Recalls, though disruptive, are evidence of a proactive industry that values human life above all else,” she said.
The latest recall involves a potential defect related to the handbrake lever in certain Polo Vivo vehicles. According to the NCC, the rivet height on the handbrake lever in the affected vehicles may fall outside the required specification.
If the rivet height is incorrect, the handbrake may fail to engage properly or could, in rare cases, disengage unexpectedly. This could pose a safety risk, particularly when a vehicle is parked on an incline.
The consumer watchdog has urged owners of affected vehicles to take precautionary measures until their vehicles have been inspected and repaired.
These include parking the vehicle with additional safeguards such as selecting first gear in manual vehicles or “P” in automatic models, and avoiding parking on slopes until the issue has been addressed.
NCC actin Commissioner, Hardin Ratshisusu, urged affected motorists to visit an authorised Volkswagen dealership as soon as possible.
“Given the high potential risks of the defect, owners of affected vehicles are urged to immediately get their vehicles to any authorised VW dealership for inspection,” Ratshisusu said, adding that all inspections and repairs will be carried out at no cost to vehicle owners.
VWGA spokesperson Andile Dlamini said the company had proactively reported the issue and is contacting affected customers directly.
Owners can also contact Volkswagen’s customer interaction centre or visit their nearest dealership for assistance.
MISA said manufacturers should strengthen communication and transparency with both consumers and workers to ensure that the burden of recalls does not unfairly fall on dealership employees tasked with maintaining customer trust.
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