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Specification for after-sales service of new energy vehicle
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Basic data
| Standard ID | GB/T 45653-2025 (GB/T45653-2025) |
| Description (Translated English) | Specification for after-sales service of new energy vehicle |
| Sector / Industry | National Standard (Recommended) |
| Classification of Chinese Standard | A16 |
| Classification of International Standard | 03.080.30 |
| Word Count Estimation | 14,147 |
| Date of Issue | 2025-04-25 |
| Date of Implementation | 2025-11-01 |
| Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration |
GB/T 45653-2025: Specification for after-sales service of new energy vehicle
---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
National Standard of the People's Republic of China
ICS 03.080.30CCS A 16
New Energy Vehicle After-Sales Service Specifications
Specification for after⁃sales service of new energy vehicle
2025-04-25 Release
2025-11-01 Implementation
State Administration for Market Regulation
The National Standardization Administration issued
Table of contents
Preface Ⅲ
1 Scope...1
2 Normative references ...1
3 Terms and Definitions 1
4 Basic Requirements 1
4.1 Basic conditions...1
4.2 Business premises 2
4.3 Personnel Requirements 2
5 Service Requirements...2
5.1 General Principles 2
5.2 Maintenance and repair services ...2
5.3 Charging Service ...3
5.4 Battery Replacement Service 3
5.5 Car rescue service...4
5.6 Remote Service 4
5.7 Customer Care Service 5
6 Service tracking processing ...5
7 Service Evaluation and Improvement ...5
7.1 Service Evaluation 5
7.2 Evaluation Content 5
7.3 Service Improvement 5
References 6
Foreword
This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for standardization work Part 1.Structure and drafting rules for standardization documents"
Drafting is required.
Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents.
This document is proposed and coordinated by the National Technical Committee for Service Standardization (TC 264).
This document was drafted by. China National Institute of Standardization, China National Petroleum Corporation Planning Institute, SAIC-GM-Wuling Automobile
Co., Ltd., State Administration for Market Regulation Defective Product Recall Technology Center, Inner Mongolia Normal University, China Association for Standardization,
Huaao Anxin Technology Service (Group) Co., Ltd., Hangzhou Wanglan Technology Co., Ltd., Zhejiang University Binjiang Research Institute, Anhui Shenxiang Technology
Co., Ltd., SAIC General Motors Co., Ltd., Chongqing Quality and Standardization Research Institute, Beijing Zhen Gongfu New Energy Automobile Technology Co., Ltd.
Co., Ltd., China University of Metrology, Sanya College, Shanghai Dipu Electronic Technology Co., Ltd., Shanghai Quanxin New Energy Vehicle Service Co., Ltd.,
Sichuan Kaixin Zhongzhi Technology Co., Ltd., University of Science and Technology Beijing, Tesla (Shanghai) Co., Ltd., Zeekr Intelligent Technology (Hangzhou) Co., Ltd.,
Contemporary Amperex Technology Co., Ltd.
The main drafters of this document are. Wan Fujun, Zhou Xingyao, Fu Qiang, Liu Na, Wang Qiaohui, Zhang Yuchen, Li Donghai, Wang Mengxiang, Diao Zipeng, Cheng Yonghong,
Zhang Tong, Qiu Xuan, Shen Wei, Xu Kefei, Shen Shijing, Zhao Bo, Wang Lin, Chen Tingting, Shen Jian, Gai Fang, Su Tie, Liu Xin, Liu Mingyi, Na Mule, Lin Zhen,
Sun Wenfu, He Xing, Vanke, Li Xiang, Hu Jie, Yan Ying, Zhang Li, Ren Tianyi, Liu Changfeng, Zhang Zhiyu, Hong Jichao, Wang Rong, Gao Pan, Ye Linhui, Liu Li,
Xue Juncheng and Li Wei.
New Energy Vehicle After-Sales Service Specifications
1 Scope
This document specifies the basic requirements, service requirements, service tracking and processing, service evaluation and improvement for after-sales services of new energy vehicles.
This document applies to the after-sales service of new energy vehicles such as pure electric vehicles, plug-in hybrid electric vehicles, and other types of new energy vehicles.
This can be used for reference in automobile after-sales service.
2 Normative references
The contents of the following documents constitute the essential clauses of this document through normative references in this document.
For referenced documents without a date, only the version corresponding to that date applies to this document; for referenced documents without a date, the latest version (including all amendments) applies to
This document.
GB/T 17242 Complaints Handling Guide
GB/T 32960 (all parts) Technical specification for electric vehicle remote service and management system
GB/T 36686 Automobile after-sales service specification
GB/T 37293-2019 Specification for operation and management services of electric vehicle charging and swapping facilities in urban public facilities
GB 39752 Safety requirements for electric vehicle power supply equipment
GB/T 40855 Information security technical requirements and test methods for electric vehicle remote service and management system
GB/T 44132 General requirements for recycling of automotive power batteries
GB 44496 General technical requirements for automotive software upgrades
GB/T 44510 Technical requirements for repair and maintenance of new energy vehicles
3 Terms and definitions
The terms and definitions defined in GB/T 36686 and the following apply to this document.
3.1
After-sales service of new energy vehicle
In order to meet consumers' requirements for the normal use of new energy vehicle products, through the contact with consumers and the new energy vehicle products sold
The process of providing maintenance, repair, charging and battery replacement, car rescue, remote service and other technical services.
4 Basic Requirements
4.1 Basic conditions
Operators engaged in after-sales service of new energy vehicles should meet but not be limited to the following requirements.
a) Obtain the relevant business qualifications for new energy vehicle after-sales services and provide appropriate resources and service environment;
b) Establish and implement management systems, including but not limited to service management systems, safety and emergency management systems, quality assessment systems,
system, facilities and equipment management system, archives management system, etc.;
c) Equipped with professionals and management suitable for after-sales services such as maintenance, repair, charging and replacement, rescue services, and remote services
personnel;
...
