CUSTOMER COMPLAINTS PROCEDURE
In all dealings with the public, it is the Association's duty to do all in its power to ensure and promote the
standing of the profession within the industry.
The Association is bound by its Code of Ethics and the Service Standards to guarantee a minimum of professional
service to its customers.
The Association will act on complaints forwarded in writing only. Upon receipt of a written complaint an acknowledgement
will be sent to the party in question.
Complaints made to the Association on a verbal basis will be noted but will not be acted upon without an accompanying
letter.
Procedure after receiving a written complaint
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Contact will be made with the Association member in question requesting their version of events. |
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On receipt of all information the Association will seek to establish the cause of the dispute and attempt to
mediate between both parties, in order to reach a satisfactory resolution. It will be necessary to examine the
timepiece in question. |
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| Establishing Fault |
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Where it has been established that the customer is at fault the Association must take all necessary steps to
provide the customer with the information regarding the use of his or her timepiece. |
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Where it has been established that the Watchmaker is at fault then he will be informed in writing where the
fault lies. The member will be given the opportunity to rectify the fault himself or other arrangements can be
made. |
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The Branch committee reserves the right to inspect the member's workshop and/or sample of his/her work. |
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In the case where the member is not able to repair the timepiece satisfactorily the Executive committee will
arrange to have the timepiece repaired at the members cost. |
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Professional Neglect
In the case of a breach of the "Code of Ethics" and the "Service Standards" the matter will
be brought before the Executive Committee for consideration.
In the case where deficiencies are apparent, recommendation will be made to the member to attend courses provided
by the Association.
Where gross professional misconduct has taken place, the Executive Committee reserves the right to expel the member. |
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Copyright - The Watch & Clockmakers of Australia
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