The NASTF Information Request (IR) process is designed to help resolve and close information gaps for service, tooling and training when identified. When a service provider or other industry participant identifies a genuine information gap, automakers will take the time to fully investigate and resolve bona fide concerns. Here’s what you need to know to file or view an SIR with NASTF.
 
Information Requests have to be about genuine gaps within NASTF’s domain

Those who file an IR with NASTF should understand the differences between locating existing information and closing genuine information gaps. Doing so helps everyone involved align his or her concerns with realistic expectations.

For instance, the NASTF IR process is not a technical ‘hotline’ service, such as those offered by several aftermarket third party information providers. These firms can provide quicker answers about information that exists but cannot be found by a concerned party.

Instead, the NASTF IR process is about dealing with and resolving genuine information gaps that have been identified, often by mechanical and collision service/repair providers in the aftermarket. For genuine gaps, there is no quick, easy or work-around fix. The NASTF IR process is about finding new information that provides a fix for all that is effective, safe and lasting for everyone.

Only IRs that are within the jurisdiction and scope of NASTF can be processed. IRs that fall outside those boundaries cannot be considered and are ruled as being "invalid." To demonstrate, here are two examples of IRs that have been ruled invalid:
• An IR submitted by technicians working in Europe is outside the jurisdiction of NASTF) and will not be processed.
• An IR that is related to the pricing of information will also be ruled invalid, as it is beyond the scope of NASTF.

For an NASTF IR to be considered, the filer seeking information must acknowledge that he/she agrees to abide by the same NASTF Automotive Service Information Standards Agreement (the Agreement) that automakers have signed. The agreement can be viewed below; alternately, it can be read online by clicking here.

Stage1: Initiating an Information Request

To initiate a NASTF IR, the concerned party must agree to abide by the Agreement, just as automakers do. The Agreement describes the process, including arbitration, if needed. Please note that whenever a concerned party does not agree to abide by the Agreement, the Information Request process aborts immediately.

The filer does this by (1) first clicking the button beside "I agree to the terms of the NASTF Service Information Standards" and then (2) clicking the "Proceed to Form" button. Clicking on both buttons then opens the webpage that displays the interactive NASTF Information Request form.

The filer then fills out the various fields in the IR form, including all of the required fields in the form labeled with an asterix. Failure to complete all required fields may stall or slow the IR process.

The required information is used by NASTF and automakers to determine whether the problem described is a genuine information gap, a concern related to already existing and available information or a concern that is outside the mission of NASTF. The required data also helps focus the investigation conducted by an automaker to resolve a genuine concern, which facilitates a shorter IR process for all involved.

Think of this information exchange as being akin to a service advisor or technician being provided as much relevant information as possible from a customer who wants their car fixed. Once the NASTF Information Request form is completed, the person filing the SIR clicks on the "Submit" button at the bottom of the form, which triggers the review stage of the process.

Stage 2: Reviewing the Information Request

NASTF personnel will then review the submission to ensure the information requested is covered by the NASTF Automotive Service Information Standards agreement. If it is not within the scope of the agreement, the request is ruled invalid and the service provider is notified of such. If ruled as a valid SIR, then NASTF personnel transfer the IR to the appropriate automaker (OEM) representative for investigation and response.

The OEM representative then corresponds directly with the requester, investigates the concern, responds to the issue presented and provides a summary of actions taken to NASTF personnel for posting to the website. NASTF personnel also show the status of the IR throughout the process until it is closed or ruled invalid.

Stage 3: The Arbitration Process
If the filer of an IR is not satisfied with the OEM response provided, then he/she may request a review of the OEM response by a NASTF Information Request Review Subcommittee. After this step, if an IR remains unresolved to both the filer and the automaker, then either party may elect to use the final and binding step in the process — binding arbitration. NASTF has a list of nationally-known arbitrators from which both parties can choose; alternately, any mutually-agreed upon arbitrator will suffice.

In the event of arbitration, the arbitrator’s decision shall be final and binding on both the service provider and the automaker, and may not be challenged by any other person. Please note that if the disputed matter involves accessibility of service information covered by EPA and/or state service information rules and regulations, the unresolved dispute must be referred to the appropriate federal or state agency instead of going through the arbitration process.

Want to view the current or final any or all of the NASTF Information Requests on record?

Any person interested in reading any Information Requests that have been filed with the NASTF, including their current or final status, can do so by clicking here. Once the webpage opens, simply click on the Track# link (see the column at the far left of the above image) for the IR of interest (use the numbered links in the left-hand column). Once opened, the current ‘status’ of each IR filed is shown in the box at the top right of the IR form. In addition, clicking on the automaker links on the right side of the webpage will

Questions?

Should you have any questions, or require any further information, click here to email the NASTF Administrator.