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TERMS & CONDITIONS

CUSTOMER CARE

Intent

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

The aims of our Customer Service Policy are to:

  • make transactions easier for customers and clients

  • provide customers and clients with a consistent level of customer careprovide clear written guidelines to staff

  • 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 directors, staff and contractors working for the organisation.

 

Policy

Low Tox Lab prioritises the effective service of customers and the respectful handling of customer complaints.

Low Tox Lab commits to the following principles and practices in customer service.

 

Friendly, professional customer interactions

We will:

  • Speak respectfully to customers at all times

  • Listen carefully and 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 staff training and development activities.

 

Service Standards

The following service standards apply when communicating with customers:

 

Telephone 

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

  • Management and staff 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 staff will ensure that out-of-office notification is activated.

  • Management and staff will respond to customer emails in a timely manner.

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

 

Face to Face 

  • Management and staff will communicate in a friendly, open way.

  • Staff will listen to what the customer has to say before responding. Do not interrupt the customer.

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

 

Website

Management and staff will.

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

  • Ensure that contact information is updated

  • Answer customer enquiries with a 48-hour period.

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

Social and Digital Channels

  • Management and staff 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 

Low Tox Lab complaints process is visible and accessible to staff. It is written in a way that management and staff 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 24- to 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.

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

Escalated complaint

  • Staff 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.

  • Fill in Company name 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 Management of Enter Company name. This policy was last updated 28th April 2022 and will be reviewed 28th October 2022

Privacy & Safety

PRIVACY & SAFETY

This Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from lowtoxlab.com.au 

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device.

 

Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”. 

 

We collect Device Information using the following technologies: 

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org

- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Order Information”. 

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information. 

WHOLESALE INQUIRIES

Opportunities exist to become a retail stockist for our range. 
If you are interested in stocking Low Tox Lab products in your store, we would love to hear from you!

 You can email us directly at hello@lowtoxlab.com.au We have a store in Kareela which you are welcome to visit.
We look forward to hearing from you.

PAYMENT METHODS

  • Credit / Debit Cards

  • PAYPAL

  • Afterpay

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