Customer Service Guarantee

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Appointments

We guarantee to keep all appointments.

Communication

Sustainable Certification™ is open to receiving telephone calls during the hours of 8:30am – 5:30pm Monday to Friday (EST or EDT as appropriate)excluding public holidays or to responding to messages left with us.

We guarantee to respond to all communication within the following (business hour) time frames:

1 . Telephone messages 4 hours

2 . Email 24 hours

3 . Snail mail 48 hours

While Sustainable Certification™,is your certification partner we guarantee to:

1 . Communicate with you regarding audit planning

2 . Consult with you regarding the make-up of audit teams

Complaints

We will deal with enquiries, concerns or complaints you may have about our service promptly and completely using our Issue resolution process. Complaints/appeals must be received in writing, once we have received the complaint, it will be handled by an appropriate team member where it will be thoroughly investigated. The complainee will be involved in the investigation to ensure we can come up with an appropriate corrective action plan.
Please send complaints to co@sustainablecertification.com.au

Documentation

We guarantee to provide all documentation in plain English wherever possible minimising the use of confusing technical terms and industry jargon.

Privacy

We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information. We will comply with the provisions of Privacy Act 1988, and the Privacy Amendment (Private Sector Amendment) Act 2000 at all times.

Professional Standards

We guarantee you the highest standards of honesty, integrity and professional practice by conducting all our business dealings with you in full compliance with the QSA international code of ethics, legislative and regulatory obligations. We guarantee to maintain our accreditation, and we will continue to innovate in order to drive down the cost of Certification.

Debtor payments

We guarantee to pay all debtors within 30 day trading terms

Guarantee

Our commitment to excellent service standards is reinforced by our pledge to pay the charity of your choice an amount we consider to be appropriate in the circumstances, and to liaise with you to: a) address your concern, and b) prevent the situation from happening again. Our customer service guarantee does not apply in the following circumstances: –
Where we are requested to carry out non-standard duties; where matters are outside our control e.g. natural disasters, service disruption to us, or accidents.


Chief Executive Officer
Sustainable Certification™ Pty Ltd
July 2012


To find out more give us a call on 1800 024 940

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