Caravan Industry Victoria (CIV) launched its RV Master Manufacturers program in Melbourne last month and Caravan World’s Robert Crack was there to learn all about the new and rigorous uniform standards for the sector designed to protect consumers.
Years of prodigious growth in demand and supply in the caravan industry made it clear to the Caravan Industry of Victoria (CIV) that such stellar growth has been accompanied by variability in customer service and product quality.
This has led to increases in customer complaints as well as disquiet over compliance and safety.
With 93 per cent of Australian caravans being manufactured in Victoria, it made the world of sense for the CIV to address the pressing need for a unified and integrated set of rigorous industry standards that would protect consumers and promote the whole industry.
The concept of a standardised accreditation program was flagged at CIV membership summits in 2017 and 2018 — and it was welcomed by long-standing manufacturers and emerging manufacturers alike.
The vision for the industry was outlined
In the ensuing years, and in collaboration with industry leaders, the CIV governing council forged the RV Master Manufacturers framework. The structure of the program was designed to include all crucial elements of manufacturing and service delivery, thereby ensuring that accredited members of the program adhere to the highest standards of business systems, customer service, human resources, quality management and regulatory compliance.
There are five industry benchmark pillars whose standards must be met in order for a recreational vehicle manufacturer to display the CIV’s RV Master Manufacturer accreditation logo. They are:
- Compliance
- Business Systems
- Quality Management
- Human Resources
- Customer Service
At the glittering launch of the RV Master Manufacturer program held at Hyatt Place Event Centre in Essendon Fields on 25 September, CIV announced the 13 foundation participants which are currently in the process of completing their assessments (by 1 July 2025).
They are:
- Jayco Australia
- JB Caravans
- Ezytrail
- Urban Caravans
- Vacationer Caravans
- Royal Flair Caravans
- Masterpiece Caravans
- Snowy River Caravans
- Van Cruiser Caravans
- Retreat Caravans
- New Age Caravans
- Lotus Caravans
- Crusader Caravans
The RV Master Manufacturer badge was subsequently unveiled to visitors at the Melbourne Caravan & Camping Leisurefest 2024 which was held at Sandown Racecourse from 3–6 October.
MC Brian Taylor and Gerry Ryan OAM from Jayco
‘A beacon of excellence and reliability’
Only manufacturers which have been operational for at least seven years can qualify for the new RV Master Manufacturer program. The CIV aims for the program ‘to serve as a beacon of excellence and reliability’ that differentiates top-tier manufacturers who make a commitment to product and business excellence and long-term business sustainability, consumer trust, professional management practices, quality assurance, financial viability, warranty, innovation and the highest standards of customer service and support.
By accrediting RV manufacturers who meet the five key industry benchmark pillars, the CIV aims to grow customer confidence in accredited manufacturers and set unprecedented standards across the whole industry.
The pillars of the rigid new framework on display
Stringent requirements
CIV CEO Daniel Sahlberg addressed guests at the launch and shone the spotlight on the stringent requirements of the program.
“The RV Master Manufacturers program establishes a framework for excellence that touches every aspect of business, from robust financial systems ensuring business viability to advanced quality management systems that guarantee product excellence,” he said. “This initiative is set to transform the landscape of our industry, ensuring that manufacturers not only meet but exceed the high expectations of today’s consumer.”
Pillars explained
The Compliance pillar of the RV Master Manufacturers Program is not just about product compliance with legislation such as the Road Vehicle Standards Act 2018 (RVSA). It is also about product compliance with relevant Australian Standards and Australian Design Rules via the Recreational Vehicle Manufacturers Accreditation Program (RVMAP) run by the Caravan Industry Association of Australia (CIAA).
And the program is also about business compliance with the legislation including:
- Fair Work Act 2009 and the Fair Work Regulations 2009
- Australian Consumer Law (ACL) which is set out in Schedule 2 of the Competition and Consumer Act 2010
- Australian Securities and Investments Commission Act 2001 (ASIC Act)
- Corporations Act 2001
- Business Names Registration Act 2011
- Financial Accountability Regime Act 2023 (FAR Act)
- Insurance Contracts Act 1984
- National Consumer Credit Protection Act 2009 (National Credit Act)
- Relevant State and Territory Workers Compensation legislation (‘WorkCover’)
- Commonwealth Taxation Legislation and relevant State and Territory Taxation Legislation
CIV CEO Daniel Sahlberg (left) and Caravan Industry Association of Australia (CIAA) CEO Stuart Lamont
The Business Systems pillar covers business procedures, finance, marketing, insurance, risk management and occupational health and safety. Under the umbrella of the Quality Management pillar are quality management systems, operating procedures and manufacturing management systems.
The Human Resources pillar includes HR policies, employment contracts, staff training and professional development, while the Customer Service pillar covers customer service standards, warranty, complaints handling procedures and dealer and sales contracts.
President of Caravan Industry Victoria, Nat Schiavello, emphasised the transformative impact of the program.
“With this program, we are not just raising standards, we are setting a new benchmark for excellence in the caravan and RV industry,” he said.
“We call upon every manufacturer to join us in this significant endeavour, to champion quality, drive innovation and deliver unparalleled consumer trust and satisfaction. The participants that are a part of the initial rollout are leaders amongst the industry, but with our leadership have gathered to set the standard for the industry, a moment that shows the unity with us and the manufacturers to take control and drive the industry forward.”
Merchandise developed for the launch of the RV Master Manufacturers program
For more information about the RV Master Manufacturers program, head here or email rvmaster@caravanindustryvictoria.com.au
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