CUSTOMER COMPLAINTS PROCEDURES

Complaints Handling

At Sturdy Framac, we strive to provide the best possible products and service for customer’s needs. We understand there are situations when they may feel dissatisfied with the service that we provide and may wish to make a complaint.

We will deal with each complaint fairly, be courteous and deal with the complaint in a timely manner considering all the circumstances of the complaint and any special needs the customer may have.

Customer feedback, even in the form of a complaint, is valuable to us, especially when we don’t meet the expectations we set for ourselves on service or deliver the
service expected. We want to make sure any concerns are resolved as effectively as possible. All our staff are given extensive training so they are able to help resolve an
issue, or forward the matter on to someone who can.

How to make a complaint

We aim to make it easy for customers to contact us and provide us feedback or make a complaint.

• Fill in an online feedback/complaint form here
• Call (02) 8760 8300, and we will acknowledge the complaint immediately when the customer has spoken to one of our staff.

To avoid any misunderstanding the customer should make it clear at the beginning of the call that they wish to make a complaint.

• Send a complaint to us via fax on (02) 9707 1081 or by post, our postal address is: Sturdy Customer Care, PO BOX 1015, Revesby, 2212

Customers can also contact us online via:

• Email – sales@sturdy.com.au
• Customer feedback link on our webpage – www.sturdy.com.au/feedback
• Facebook – www.facebook.com/pages/Sturdy-Framac
• Twitter – @sturdyframac

Customers may also lodge a complaint via our Sales Rep or delivery drivers.

Complaints handling process

Sturdy treats every complaint seriously and we endeavour to resolve any issue straight away. If this cannot be achieved, we will offer to escalate the matter to find a resolution in the shortest timeframe possible.

Customers must provide the following information:

• Proof of purchase (copy of invoice, sales order or point of sale receipt)
• Type of product
• Description of fault (image if possible)
• Address where product is currently located
• Contact details

If the complaint cannot be resolved by the first point of contact, it will be escalated immediately and sent to Management.

If the problem has been resolved, we will inform the customer of the outcome via email or telephone.
[If the complaint deals with something which does not relate to the products and services we provide, we will explain this to them and try to help identify a course of action in order to address the issue.]

Complaints can only be closed with the consent of the customer, which means they have to feel satisfied that the matter has been reasonably resolved before we can
close it. If the customer would like written confirmation of the resolution to the complaint, they may request it be sent to once the complaint is closed.