A1 Dog Products & Services Customer Service Policy

1. Purpose

The purpose of this customer service policy is to outline the standards and procedures A1 Dog Products & Services follows to ensure exceptional customer service. Our goal is to provide a positive experience for all our clients while complying with Australian consumer law and maintaining ethical practices.

2. Scope

This policy applies to all staff and representatives of A1 Dog Products & Services who interact with customers, whether in-person, online, or over the phone.

3. Commitment to Customer Satisfaction

At A1 Dog Products & Services, we are committed to:

• Providing      clear, accurate, and up-to-date information about our products and      services.
• Ensuring      that all customer inquiries are handled promptly and professionally.
• Treating      all customers with respect, courtesy, and fairness.
• Offering      reliable and timely support to resolve any issues or concerns.

4. Customer Rights and Australian Consumer Law Compliance

We adhere strictly to the Australian Consumer Law (ACL) to protect our customers' rights, including:

• Guarantees      and Warranties: All products and services come with guarantees that      cannot be excluded under the ACL. Customers are entitled to a replacement,      repair, or refund for major failures, and compensation for any other      reasonably foreseeable loss or damage.
• Refunds      and Exchanges: Customers can request a refund or exchange if a product      is faulty, not as described, or unfit for its intended purpose. A proof of      purchase (e.g., receipt or invoice) must be provided.
• Transparent      Communication: We ensure all marketing and communication materials are      clear, truthful, and not misleading.
• Privacy      and Data Protection: We comply with the Privacy Act 1988 to protect      customers' personal information. We will not share customer details with      third parties without explicit consent, except as required by law.

5. Customer Feedback and Complaints Handling

We value customer feedback and are committed to improving our services based on client suggestions and complaints:

• Feedback      Submission: Customers can provide feedback via our website, email, or      directly at our store. We encourage all feedback to improve our services.
• Complaint      Procedure:
  • Step       1: Customers are encouraged to contact us directly if they have a       complaint about our products or services.
  • Step       2: Complaints will be acknowledged within 48 hours and reviewed       thoroughly by our customer service team.
  • Step       3: We aim to resolve complaints within 7 business days. If more time       is needed, customers will be informed of the delay and updated regularly.
  • Step       4: If a customer is not satisfied with the resolution, they can       escalate the complaint to management for further review.

6. Customer Service Standards

Our team is dedicated to upholding high standards of customer service:

• Professionalism:      All staff are trained to provide friendly, professional, and knowledgeable      service.
• Responsiveness:      We aim to respond to all customer inquiries and complaints within 24-48      hours.
• Accessibility:      Our customer service team is available during business hours, and we      provide multiple channels for communication, including phone, email, and      social media.

7. Staff Training and Conduct

All employees at A1 Dog Products & Services receive regular training on:

• Customer      service best practices
• Australian      Consumer Law and customer rights
• Handling      complaints and difficult situations professionally and courteously

8. Review and Updates

This customer service policy will be reviewed annually or as needed to ensure compliance with any changes in Australian legislation and to incorporate customer feedback.

9. Contact Information

For any inquiries or concerns, customers can contact us at:

• Phone:      0400969667
• Email:      admin@a1dog.com.au
• Address:      Po Box 84 Salisbury 5108