Customer Service and Privacy Policy

Purpose. This policy sets the service standards customers can expect and the rules for handling customer information and complaints.

1.Service standards

Customer service will confirm bookings the same business day, provide consignment tracking updates on request within thirty minutes, and advise customers of any expected delay before the delivery window closes. Delivery windows will be agreed in writing and will be realistic for the route and the driver's hours.

2.Complaints

Every complaint, whether received by phone, email, portal or in person, must be logged in the consignment record as a complaint with the date received. An acknowledgement will be sent within one business day and a resolution or a written update within five business days. Complaints about damage, loss or late delivery will be investigated with the department involved.

• Log the complaint the same day
• Acknowledge within one business day
• Investigate with the responsible department
• Resolve or update within five business days
• Record the outcome and any credit approved

3.Customer information

Customer contact details, delivery addresses, product information, volumes and pricing are confidential. Workers must access customer information only when their role requires it and must not disclose it to anyone outside the business, including other customers. Personal information about customer staff and consignees is handled in line with the Australian Privacy Principles.

4.Proof of delivery and records

Proof of delivery, including signatures and photographs, is collected only for the purpose of confirming delivery and is kept for seven years. Requests from customers for their own records will be met within two business days.

5.Security of information

Workers must lock their screens when away from their desk, must not send customer data to personal email accounts, and must report any suspected loss of customer information to the Business Support Manager immediately.