1800 545 548 0r 0437 303020 scott@hygienik.com.au 2 Jarda Street, Smithfield Queensland, Australia 4878

Our Customer Policy

Our Customer Policy

This document sets out the standard of care and how it is maintained. It lets customers know:

  • that we do care about our work and what our customers think of it
  • what they can expect from us
  • what to do if they are not satisfied or have a complaint

Defining the standards

Our standards are defined by our customers so that we deliver the best care for them. We will:

  • Regularly ask customers for their opinions on our service
  • Use these opinions to shape the service we provide
  • Be honest with customers about the services we can and can’t provide

Staff commitment

Our staff are essential in delivering our services and ensuring our customers are satisfied.  We will:

  • Ensure our staff are sufficiently trained and competent to deliver our services
  • Ensure our staff treat all customers with respect, courtesy and understanding

How we communicate

Efficient correspondence with customers is essential in keeping them satisfied.  We will:

  • Listen carefully to the customer
  • Be polite, honest and accurate with the information we provide
  • Respond to all enquiries promptly and with courtesy
  • Ensure the customer understands all information provided
  • Conduct correspondence professionally and confidentially
  • Inform customers of any changes or delays in good time
  • Provide alternative sources for services where we cannot help
  • Keep customers informed of any subsequent stages in the process

How we deliver the standard

  • Provide written quotations for works including terms and conditions which may apply
  • Ensure written quotations are uncomplicated and clearly worded and provide a measurable specification for works to be undertaken
  • Ensure that customers are aware of our liability insurance and provide a copy if requested
  • Upon acceptance of the quote, schedule a date for works or a follow-up communication
  • All works is undertaken so as to minimise the risk of damage
  • Ensure the property is left clean and tidy and as we found it and to the customer’s satisfaction
  • Provide a clear and uncomplicated written invoice following work where payment is not immediately receive and a receipt for payment upon request

Measuring the standards

We want to ensure that our customer care is optimal and this will be measured by our customers.  We will:

  • Seek regular feedback on customer satisfaction
  • Investigate all complaints thoroughly and in a timely fashion
  • Use feedback and results of complaint investigations to influence changes in customer care

Complaints/Grievances

If you are not satisfied or have a complaint about the conduct/behaviour of a member of the team, our service or our work, then please contact:

Scott Wellington

By telephone on +61437 303020
By email on scott@hygienik.com.au
Or by post: P.O. Box 7981, Cairns, Queensland, Australia 4780