Store Policy

Intent

 

This Customer Service Policy formalises Printable’s  commitment to providing the best possible service to our customers.
 

The aims of our Customer Service Policy are to:

• make transactions easier for customers

• provide customers with a consistent level of customer care

• provide clear written guidelines to team members

• provide clarity around complaints and dispute resolution processes

• help achieve the vision, goal and mission of our organisation.
   

Scope

 

This policy and associated procedures apply to all team members and contractors working for the organisation.

 

Policy

 

Printable prioritises the effective service of customers and the respectful handling of customer complaints.

Printable commits to the following principles and practices in customer service.

Friendly, professional customer interactions

 

We will:

• Communicate respectfully to customers at all times

• Allow customers time to explain the circumstances fully

• Convey a sound knowledge of the business, including its goods, services and guidelines

• Respect customer privacy and confidentiality, in accordance with The Privacy Act 1988 and the Australian Privacy Principles.

 

Accurate and consistent information about goods and services

 

We take active measures to ensure that we:

• Always communicate factually, honestly and accurately to customers, whether in writing, verbally or face-to-face

• Keep publicly available information about goods and services updated

• Provide a clear explanation of our dispute resolution process.
   

Prompt and efficient services

 

So that we can improve our approach to customer service we:

• Strive to address customer enquiries within a reasonable timeframe, whether in writing, verbally or face to face

• Regularly review customer service performance, and incorporate findings in team members training and development activities.

 

Service Standards

 

The following service standards apply when communicating with customers:

 

Telephone

• If the required person is not available, team members will offer to take a message, recording relevant details accurately.

• Management and team members will pass on the message to the relevant person by email and/or text in a timely manner.

 

Email

• When not in the office for an extended period, management and team members will ensure that out-of-office notification is activated.

• Management and team members will respond to customer emails in a timely manner.·

• Management and team members will use Plain English when replying to customer emails.

 

Face to Face​

• Team members will communicate in a friendly, open way.

• Team members will respond to customer enquiries and complaints in a respectful way.

 

Website

Team members will:

• Ensure that the information contained on the website is updated and accurate.

• Ensure that contact information is updated

• Answer customer enquiries within a 48-hour period.

• When collecting information via our website, ensure that our Privacy policy is easily accessible and available on our website.
  
   

Social and Digital Channels

• Team members will ensure that customer enquiries and complaints received via the organisation’s social media and digital channels are answered in a timely and accurate manner.

 

Complaints Handling

​

The Printable complaints process is visible and accessible to team members. It is written in a way that management and team members can easily understand, using Plain English.

 

We acknowledge that the resolution of customer complaints is a key component of effective customer service.

 

Complaints handling process

 

We have the following procedures in place for handling complaints.

 

Initial complaint

 

• Listen respectfully to the customer in a fair and impartial way.

• If the complaint is received in writing, acknowledge the complaint within a  48-hour period.

• Ensure our name and contact details are clearly visible and accessible throughout our website and social media channels.

• Record the customer complaint in writing, obtaining all relevant details. The organisation will not usually action anonymous complaints.

• Attempt to resolve customer complaints during the first stage.

• If complaints cannot be resolved, escalate the complaint to a supervisor or manager.

• Acknowledge that team members have the right to be protected from unreasonable and abusive customers.

 

Escalated complaint
 

• Team members are to fully brief the supervisor or manager about the complaint.

• Management are to keep the customer informed of the steps being taken to resolve the escalated complaint.

• Management are to attempt to resolve the escalated complaint promptly.

 

Complaint resolution
 

•  Management are to advise the customer of the outcome and explain the decisions clearly.

•  Printable will fix errors willingly.

•  Management are to inform the customer of ongoing improvements to the business, if relevant.

 

External resolution process

 

If a complaint cannot be resolved, customers may be advised to approach NSW Fair Trading or the Industry Ombudsman.

 

Responsibility and Review

 

This Customer Service Policy is the responsibility of the Printable team.  This policy was last updated 1 November 2023 and will be 1 November 2026.