First batch of 'five star' RV Masters revealed

Four of Australia's best-known caravan brands are the first to receive 'five star' accreditation under the ambitious new RV Master Manufacturer Program, launched last year by Caravan Industry Victoria (CIV).

Jayco, Crusader, Royal Flair and Snowy River Caravans are the first of 17 long-standing caravan brands that have signed up for the tough new accreditation program designed to raise industry standards, increase buyer confidence and reduce the number of 'lemon caravan' and other customer complaints.

Royal Flair Caravans' Content & Relationship Manager Joel Curnow said getting the RV Master 'seal of approval’ provides a strategic differentiator for the 50-year-old Melbourne manufacturer in a competitive market.

“Being part of the RV Master program is a mark of excellence, recognising Royal Flair’s dedication to superior craftsmanship, innovation, and full compliance across its entire range,” he said.

Crusader Caravans' General Manager Operations Erkut Fevzi said the comprehensive audit process "played a significant role in helping Crusader become a more efficient and effective organisation. We were able to identify key areas for improvement across our operations".

CIV CEO Daniel Sahlberg said the new RV Master accreditation program is "about securing the future of our industry. It enables manufacturers to measure themselves against a set of best-practice standards. These four brands have not only embraced the challenge but emerged as leaders”.

To qualify to participate in the RV Master program, businesses must have been operational for at least seven years, and the manufacturers are assessed across five criteria including Business Systems, Quality Management, Human Resources, Customer Service, and Compliance.

CIV Membership & Partnership Manager Megan Flower said while the Compliance pillar involves similar requirements to other accreditation programs like RVMAP run by the Caravan Industry Association of Australia, it takes a broader approach to business compliance.

"It's a holistic view of their business so we're not just looking at the manufacturing of their 'vans but their business processes, across the five pillars," Flower explained.

"It's all about lifting industry standards; that's a fundamental reason for doing it, because (the caravan industry) is not a regulated industry; we're self regulating. So for us it's a really key piece of the puzzle to create quality and standards across the industry," she said.

After completing the initial assessment, the participants are required to undertake ongoing annual assessments to retain RV Master status.

"We've engaged third-party independent assessors so any of the documentation that is provided by the manufacturers, we don't see it internally; it's seen and assessed by a specialist," she explained.

"They also provide feedback based on what's provided by the manufacturer (which) can can then re-submit a second time, and then they're given a score for each pillar, which is used to derive an aggregate score."

Flower said while there is a significant upfront cost for participants to take part in the program, it should prove cost-effective in the long run.

"If you think about it in terms of (a manufacturer) going out and engaging all these expert consultants on their own, it would cost them a fortune," she said. "This is actually a really cost-effective way for them to improve their business but without the massive expense."

Another 13 program participants are still to be fully assessed, including JB Caravans, Lotus, EzyTrail, Urban, New Age, Vacationer, On The Move, Masterpiece, Van Cruiser, MDC and Retreat Caravans, with the CIV set to announce another batch of 'RV Masters' at the Melbourne Caravan & Camping Leisurefest show at the Sandown Racecourse in September.

The CIV is also planning to roll out other RV Master programs for component manufacturers as well as service and repair operators, while there's also a chance the initiative will be adopted by other RV industry bodies around Australia.

Flower said the eventual aim is to get all 80-odd CIV manufacturer members participating in the program.

"We'd like (all our members) to be involved in this. It's not only good for their business but it's great for the consumer, providing them with more confidence (in the accredited manufacturer)," she said.

The RV Master Manufacturer program has been years in the making, with previous CIV CEO Rob Lucas first announcing the program in 2021 during the COVID-19 pandemic.

Also read: First RV Master Manufacturers announced