Case 186 - Customer requested the service/parts manual for his recently purchased appliance and was refused on health and safety grounds


A private consumer asked for detailed information (service and/or parts manual with parts listings) from the appliance manufacturer to assist with own repairs of own household appliances. The manufacturer claimed that H&S Regulations prevented them providing this information.

Panel decision

Health and safety regulation does not prevent a manufacturer from providing this information. It is a matter of company policy whether they choose to provide it to domestic consumers. If the concern is that repairs by private individuals to their own domestic appliances may present risks of electric shock, fire, explosion, or CO poisoning (in the case of gas appliances), information could still be provided alongside a strong recommendation that work is only undertaken by competent persons. A proper explanation should be provided to customers.