Customer Service and Site Conduct Policy

Purpose. Sets the standard for how Craftline staff deal with customers, builders and designers in the showroom, on the phone and on site.

1.Purpose

Most of Craftline's work comes from repeat customers and referrals. This policy describes the behaviour expected of every worker who deals with a customer or works in a customer's home or on a builder's site. It applies to sales, design, installation and glazing staff and to anyone who answers a customer enquiry.

2.Enquiries and quotes

Customer enquiries must be acknowledged on the same business day and a site measure or showroom appointment offered within five business days. Quotes must be issued from the quote template, must state what is included and excluded, and must show the lead time and payment terms. Staff must not promise a completion date that has not been confirmed with the Installation Coordinator.

3.Site conduct

Installers and glaziers represent the business in the customer's home. Crews must arrive within the window advised, sign in to the builder's site register, wear Craftline uniform and the personal protective equipment required by the site, protect floors and benchtops, and remove all packaging and offcuts. Radios must be kept low and language must be professional at all times.

• Confirm the arrival window the day before
• Complete the site induction before starting
• Photograph the finished installation and the handover checklist
• Leave the work area clean

4.Variations

Any change requested by the customer on site must be recorded on a variation note, priced by Design and Estimating and accepted in writing before the work is done. Crews must not agree to extra work verbally.

5.Complaints and warranty

Every complaint must be recorded against the job order on the day it is received, whether it arrives by phone, in the showroom or through a builder. The person who receives the complaint must thank the customer, confirm the details and advise that the Quality and Safety Manager will respond within two business days. Warranty obligations under the Australian Consumer Law will be honoured without argument.

6.Privacy

Customer names, addresses, plans and photographs of their homes are personal information under the Privacy Act 1988. They must only be stored in the job order system and must not be shared on personal devices or social media without written consent.