Customer Service Policy – A1 Dog Products & Services
1. Purpose
The purpose of this Customer Service Policy is to outline the standards and procedures A1 Dog Products & Services follows to ensure exceptional customer service. Our goal is to provide a positive and professional experience for all clients while complying with Australian Consumer Law and maintaining ethical business practices.
2. Scope
This policy applies to all staff, contractors, and representatives of A1 Dog Products & Services who interact with customers in person, online, over the phone, or through any other communication channels.
3. Commitment to Customer Satisfaction
At A1 Dog Products & Services, we are committed to providing clear, accurate, and up-to-date information about our products and services, ensuring that all customer inquiries are handled promptly and professionally, treating all customers with respect, courtesy, and fairness, and offering reliable and timely support to resolve any issues or concerns.
4. Customer Rights and Australian Consumer Law Compliance
We adhere strictly to the Australian Consumer Law (ACL) to protect our customers’ rights. All products and services come with guarantees that cannot be excluded under the ACL. Customers are entitled to a replacement, repair, or refund for major failures, and compensation for any other reasonably foreseeable loss or damage. Customers can request a refund or exchange if a product is faulty, not as described, or unfit for its intended purpose. Proof of purchase, such as a receipt or invoice, must be provided. We ensure that all marketing and communication materials are clear, truthful, and not misleading. We comply with the Privacy Act 1988 to protect customers’ personal information and will not share customer details with third parties without explicit consent, except as required by law.
5. Customer Feedback and Complaints Handling
We value customer feedback and are committed to improving our services based on client suggestions and complaints. Customers can provide feedback via our website, by email, or directly at our store. We encourage all feedback to help us improve our services. Customers are encouraged to contact us directly if they have a complaint about our products or services. Complaints will be acknowledged within 48 hours and reviewed thoroughly by our customer service team. We aim to resolve complaints within 7 business days, and if more time is needed, customers will be informed of the delay and updated regularly. If a customer is not satisfied with the resolution, they can escalate the complaint to management for further review.
6. Customer Service Standards
Our team is dedicated to upholding high standards of customer service. All staff are trained to provide friendly, professional, and knowledgeable service. We aim to respond to all customer inquiries and complaints within 24–48 hours. Our customer service team is available during business hours, and we provide multiple communication channels, including phone, email, and social media.
7. Staff Training and Conduct
All employees at A1 Dog Products & Services receive regular training on customer service best practices, Australian Consumer Law and customer rights, and handling complaints and difficult situations professionally and courteously.
8. Review and Updates
This Customer Service Policy will be reviewed annually or as needed to ensure compliance with any changes in Australian legislation and to incorporate customer feedback.
9. Contact Information
For any inquiries or concerns, customers can contact us by phone at 0400 969 667, by email at admin@a1dog.com.au, or by post at PO Box 84, Salisbury 5108.
Contact Us
A1 Dog Products & Services
Email: sales@a1dog.com.au
Phone: 0400 969 667
ABN:68138077450