Sales and Support Conduct Policy

This Sales and Support Conduct Policy document sets out the expectations, rights, and responsibilities for both customers and staff of WCTNZ® when engaging in sales and support interactions, particularly for building materials and sanitary systems sold under our brand. This is intended to ensure a professional, safe, and respectful environment for everyone involved, as well as to outline our procedures for handling misconduct.

1. Scope of Application

This policy applies to all customers and staff during any sales, support, or service interactions, whether in person, online, or via other communication channels. This includes sales of our building materials, sanitary systems, and any other products or services provided by our company.

2. Customer Rights and Obligations

1. Customers have the right to expect that all interactions will be conducted with respect, professionalism, and honesty.
2. Customers are entitled to receive accurate information about our products, including their suitability for various building projects, as per the Fair Trading Act 1986.
3. Customers are expected to behave courteously and refrain from abusive, harassing, or aggressive behaviour towards staff. This includes verbal, written, or physical misconduct.
4. Customers must provide accurate information when requesting support and comply with any reasonable instructions given by our staff.

3. Staff Rights and Obligations

1. Our staff have the right to a safe and respectful work environment. Any form of abuse, harassment, or discrimination will not be tolerated.
2. Staff are obligated to act professionally, provide honest information, and maintain the confidentiality of customer information as required by law.
3. Staff must not engage in misleading or deceptive conduct when promoting, selling, or advising on our products. All claims must comply with the Fair Trading Act 1986.
4. If customers engage in inappropriate behaviour, staff have the right to terminate the interaction and escalate the matter to management if necessary.

4. Sales and Service Policies

Product Information and Suitability: Our products are designed for specific building applications. Customers must ensure that the intended use is compliant with local building codes and regulations. Staff will provide support to identify suitable options, but the final responsibility for product suitability rests with the customer.
Returns and Warranty: : As building products may be used in structural and sanitary installations, warranties are provided in line with Building Act 2004 implied warranties and the Fair Trading Act 1986 where applicable. Faulty or defective products will be handled in accordance with Composting Systems Warranties and our Shipping & Returns T&Cs.

5. Misconduct Handling and Dispute Resolution

Customer Misconduct: If a customer engages in any form of abuse, threats, or disruptive behaviour, staff have the right to:
1.    Politely but firmly warn the customer to cease the behaviour.
2.    Terminate the communication if the behaviour continues.
3.    Report the incident to management and, if necessary, issue a formal notice of termination of support.
Staff Misconduct: If a staff member fails to uphold their obligations or engages in unprofessional conduct, customers are encouraged to report the incident incident to management@wctnz.co.nz. All complaints will be reviewed, and appropriate action will be taken.
Dispute Resolution: All disputes will be addressed through mediation and negotiation where possible. If no resolution can be achieved, the matter may be referred to the relevant authority, such as the Disputes Tribunal or District Court, in accordance with New Zealand law.

6. Limitation of Liability

Our company will not be liable for any indirect or consequential loss resulting from the misuse or improper installation of our building materials or systems.
For sanitary systems and other building products that form part of a larger structure, we recommend that installation be performed by a certified professional. If a product defect is discovered, please notify us immediately, and we will work to resolve the issue in line with our legal obligations.

7. Termination of Support Services

Support services may be terminated for any customer found to be engaging in repeated misconduct or who fails to comply with these terms.
We reserve the right to refuse service, subject to compliance with the Human Rights Act 1993 and other applicable legislation.

8. Governing Law

This Sales and Support Conduct Policy is governed by the laws of New Zealand. Any disputes arising in relation to these terms will be handled in accordance with New Zealand law.

HOW TO CONTACT US

If you have any questions or complaints about this policy or how we implement it, please contact us in writing at:

•    support@wctnz.co.nz or;
•    ATTN: Support, 8A Woodruffe Ave, Henderson, Auckland 0612

This Sales and Support Conduct Policy was last updated 18/10/2024

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