Policies and Procedures

Com 'N' Tech Policies and Procedures 2023

Quality Assurance and Customer Satisfaction Policy 2023
Employee Clearances Policy 2023
Duty of Care Policy 2023
Work Health Safety (WHS) Policy 2023
Incident Report and Response Policy 2023
Data Security Policy 2023
Business Insurance and Public Liability Policy 2023
30-day warranty and Indemnity Policy 2023
Additional Policy 2023

Quality Assurance and Customer Satisfaction Policy:

At Com ‘n’ Tech, we are committed to providing exceptional quality assurance and ensuring utmost customer satisfaction. Our policy reflects our dedication to delivering reliable computer repair services that meet and exceed the expectations of our valued customers.

1. Commitment to Quality: We prioritize the delivery of high-quality computer repair services by employing skilled technicians who possess expertise in their field. We continuously invest in training and development to stay updated with the latest industry advancements, ensuring that we can effectively address the evolving needs of our customers.

2. Thorough Assessment and Diagnosis: We believe in conducting thorough assessments and diagnostics to accurately identify the root cause of computer issues. Our technicians employ advanced tools and techniques to analyse both hardware and software problems, enabling us to provide precise solutions tailored to each customer's unique requirements.

3. Transparent Communication: We maintain open and transparent communication with our customers throughout the repair process. Our technicians will explain the issue, the proposed solution, and any associated costs in clear and understandable terms. We encourage customers to ask questions and seek clarification to ensure they have a comprehensive understanding of the repair process.

4. Timely Service Delivery: We understand the importance of timely repairs, particularly in a digital age where technology plays a crucial role in our customers' lives. We strive to provide efficient and prompt service, minimizing downtime and inconvenience for our customers. While adhering to our commitment to quality, we make every effort to deliver timely repairs without compromising on the thoroughness of our work.

5. Customer Satisfaction Guarantee: Our ultimate goal is to ensure complete customer satisfaction. We stand behind the quality of our repairs and offer a customer satisfaction guarantee. If, for any reason, a customer is not satisfied with our service, we will work diligently to address their concerns and find a solution that meets their expectations.

6. Continuous Improvement: We believe in a culture of continuous improvement, constantly seeking ways to enhance our processes, services, and customer experiences. We welcome customer feedback and take it seriously, using it as an opportunity to refine our practices and deliver even better service in the future.

By adhering to this policy, we aim to build long-lasting relationships with our customers, founded on trust, reliability, and exceptional service. At Com ‘n’ Tech, we are dedicated to going the extra mile to ensure that our customers receive the highest level of quality and satisfaction in every interaction.

2. Employee Clearances and Right to Work Policy 2023

1. Clearances and Right to Work Policy:

a. Police Clearances:
All technicians employed by Com ‘n’ Tech must undergo a thorough background check, including obtaining a valid police clearance certificate. The police clearance should be obtained from the relevant law enforcement agency in accordance with the laws and regulations of Australia. This clearance ensures that technicians have no prior criminal convictions that may affect their suitability for working in sensitive environments.

b. Right to Work in Australia:
All technicians employed by Com ‘n’ Tech must provide appropriate documentation to demonstrate their legal right to work in Australia. This includes providing valid work visas, residency permits, or other relevant documentation as required by Australian immigration laws.

c. Government Clearances:
In addition to police clearances and right to work documentation, technicians who will be working in specific environments must also obtain the necessary government clearances. These clearances include, but are not limited to, the following:

- Working with Children Check: Technicians who may have direct or indirect contact with children must obtain a valid Working with Children Check clearance. This ensures that they have been assessed and deemed suitable to work with children in accordance with the relevant state or territory legislation.

- Aged Care Clearance: Technicians involved in providing services to elderly individuals or working in aged care facilities must obtain the appropriate clearance required by the government or regulatory bodies overseeing aged care services. This clearance ensures that they meet the necessary standards and regulations for working in this specific environment.

- Vulnerable People Clearance: Technicians who will be providing services to individuals with vulnerabilities, such as people with disabilities or individuals in sensitive situations, must obtain the necessary clearance as required by the relevant government or regulatory bodies. This clearance ensures that technicians meet the required standards for working with vulnerable individuals.

It is the responsibility of Com ‘n’ Tech to verify and maintain records of all required clearances for each technician employed. Failure to provide or maintain valid clearances may result in disciplinary action, including termination of employment.

3. Duty of Care Policy 2023

1. Duty of Care Policy:

a. Customer and Client Safety:
Com ‘n’ Tech is committed to ensuring the safety and well-being of all our customers and clients. We recognize and prioritize our duty of care to provide a secure and reliable environment for individuals who engage with our services. This policy outlines our commitment to upholding the highest standards of care and protecting the interests of our customers and clients.

b. Professionalism and Competence:
All employees and representatives of Com ‘n’ Tech are expected to demonstrate professionalism and competence in their interactions with customers and clients. This includes maintaining appropriate qualifications, training, and expertise necessary to perform their assigned roles and responsibilities effectively and safely.

c. Risk Assessment and Mitigation:
We conduct thorough risk assessments to identify potential hazards or risks associated with our services, operations, and customer interactions. Our goal is to proactively mitigate and minimize these risks to ensure the safety and well-being of our customers and clients. This includes implementing appropriate safety measures, protocols, and industry best practices.

d. Communication and Education:
We recognize the importance of effective communication in promoting customer and client safety. Com ‘n’ Tech is committed to providing clear and accurate information regarding our services, potential risks, and safety guidelines. We also strive to educate our customers and clients on how to safely interact with our services, including providing instructions, warnings, and any necessary safety guidelines.

e. Continuous Improvement:
We believe in the continuous improvement of our duty of care practices. We regularly review and update our policies, procedures, and safety protocols to align with evolving industry standards and best practices. We encourage feedback from our customers and clients to help us identify areas for improvement and address any concerns promptly.

f. Compliance with Laws and Regulations:
Com ‘n’ Tech is committed to complying with all applicable laws, regulations, and industry standards related to customer and client safety. We monitor and adhere to relevant occupational health and safety regulations, consumer protection laws, data privacy laws, and any other legal requirements pertaining to our services.

g. Incident Reporting and Response:
In the event of any incidents or accidents involving customers or clients, Com ‘n’ Tech has established clear procedures for reporting and responding to such incidents. We ensure that incidents are promptly and thoroughly investigated, appropriate actions are taken to address any issues, and necessary support is provided to affected individuals.

By implementing this Duty of Care Policy, Com ‘n’ Tech aims to foster trust, maintain a safe environment, and uphold the well-being of our customers and clients.

4.Work Health and Safety (WHS) Policy 2023

1. Work Health and Safety (WHS) Policy:

a. Commitment to Safety:
Com ‘n’ Tech is dedicated to providing a safe and healthy work environment for all employees, customers, and clients. We are committed to preventing work-related injuries, illnesses, and incidents by implementing effective health and safety measures throughout our operations.

b. Compliance with Laws and Regulations:
We will comply with all applicable work health and safety laws, regulations, and standards in our industry. We will regularly review and update our policies and procedures to ensure ongoing compliance with legislative requirements and best practices.

c. Responsibilities:
i. Management: Management is responsible for providing the necessary resources, support, and leadership to maintain a safe work environment. They will ensure that health and safety objectives are established, communicated, and effectively implemented throughout the organization.

ii. Employees: Employees are responsible for following safe work practices, using provided protective equipment correctly, and reporting any workplace hazards, incidents, or near-misses promptly. They are encouraged to actively participate in safety training programs and contribute to the continuous improvement of our health and safety culture.

d. Risk Assessment and Hazard Control:
We will conduct regular risk assessments to identify and evaluate workplace hazards. Hazard control measures will be implemented to eliminate or minimize risks to the health and safety of employees, customers, and clients. Safe work procedures, training programs, and adequate supervision will be provided to ensure the effective implementation of hazard control measures.

e. Incident Reporting and Investigation:
i. All incidents, injuries, illnesses, and near-misses will be promptly reported to management. We will conduct thorough investigations to identify the root causes and contributing factors of incidents and implement corrective actions to prevent their recurrence.

ii. Employees will be encouraged and supported to report hazards, incidents, and safety concerns without fear of reprisal. Confidential reporting mechanisms will be available to ensure anonymity when reporting sensitive issues.

f. Training and Education:
We will provide appropriate health and safety training and education programs to employees, focusing on hazard identification, safe work practices, emergency procedures, and the proper use of equipment and protective measures. Ongoing training and regular updates will be conducted to ensure a high level of competency in health and safety practices.

g. Continuous Improvement:
We are committed to continually improving our health and safety performance. This includes setting measurable objectives, regularly reviewing our WHS policy, procedures, and practices, and actively seeking feedback from employees, customers, and clients to identify areas for improvement.

h. Consultation and Communication:
We recognize the importance of effective communication and consultation in maintaining a safe work environment. We will actively engage employees, customers, and clients in WHS matters by:

i. Providing opportunities for open dialogue, feedback, and suggestions regarding health and safety issues.
ii. Conducting regular WHS meetings and toolbox talks to discuss safety topics, share information, and address concerns.
iii. Ensuring that relevant WHS information, policies, and procedures are accessible and clearly communicated to all employees, customers, and clients.
iv. Encouraging the active participation and involvement of employees in the development and implementation of health and safety initiatives.

i. Emergency Preparedness:
We will develop and maintain effective emergency response plans to address potential workplace emergencies. Employees will receive appropriate training on emergency procedures, evacuation protocols, and the use of emergency equipment. Regular drills and exercises will be conducted to test the effectiveness of emergency preparedness measures.

j. Contractor and Supplier Management:
We will establish clear WHS requirements for contractors and suppliers working on our premises or providing services on our behalf. Contractors and suppliers will be expected to comply with our WHS standards and policies. Adequate supervision, communication, and monitoring will be implemented to ensure their compliance with relevant health and safety regulations.

k. WHS Performance Measurement and Review:
We will monitor and measure our WHS performance to assess the effectiveness of our policies, procedures, and initiatives. Regular WHS audits, inspections, and incident data analysis will be conducted to identify areas for improvement. We will periodically review and update our WHS policy to reflect evolving best practices and legislative requirements.

l. Employee Engagement and Recognition:
We will foster a positive WHS culture by recognizing and rewarding employees who demonstrate exceptional commitment to workplace health and safety. Employee involvement, suggestions, and contributions to WHS improvements will be encouraged and acknowledged.

By implementing this Work Health and Safety (WHS) Policy, Com ‘n’ Tech is committed to ensuring the health, safety, and well-being of our employees, customers, and clients. We aim to create a workplace where everyone is actively engaged in promoting a safe and healthy environment.

5. Incident Report and Response Policy 2023

1. Incident Report and Response Policy:

a. Reporting Incidents:

i. All employees and representatives of Com ‘n’ Tech are required to promptly report any incidents, accidents, or near-miss events that occur during the course of their duties. This includes incidents involving customers, clients, employees, or any other individuals affected by our services.

ii. Incidents should be reported to the designated supervisor, manager, or a responsible individual within the organization as soon as possible. The report should include relevant details such as the date, time, location, individuals involved, description of the incident, and any immediate actions taken.

b. Incident Investigation:
i. Com ‘n’ Tech is committed to conducting thorough investigations into reported incidents. Investigations will be carried out promptly, and all relevant information will be gathered, including witness statements, photographs, and any available evidence.

ii. The investigation team will assess the root causes, contributing factors, and any deficiencies in procedures, equipment, or training that may have led to the incident. The goal is to identify the underlying causes and prevent similar incidents from occurring in the future.

c. Incident Response:
i. Upon receipt of an incident report, Com ‘n’ Tech will take immediate steps to ensure the safety and well-being of individuals involved. This may include providing medical assistance, securing the area, and notifying the appropriate authorities, if necessary.

ii. The incident response team will assess the severity and impact of the incident to determine the appropriate course of action. This may involve implementing corrective measures, providing support to affected individuals, notifying relevant stakeholders, and mitigating potential risks.

d. Communication and Documentation:

i. Com ‘n’ Tech will maintain clear and accurate records of all reported incidents, investigations, and response actions. These records will be securely stored and made available for review by authorized personnel and regulatory authorities, as required.

ii. Timely communication will be established with affected individuals, customers, clients, and any other relevant parties to provide updates, address concerns, and ensure transparency throughout the incident management process.

e. Lessons Learned and Continuous Improvement:
i. Com ‘n’ Tech is committed to learning from incidents and using the knowledge gained to improve our operations, procedures, and training programs. Lessons learned from incident investigations will be shared within the organization, and appropriate corrective actions will be implemented to prevent recurrence.

ii. Regular reviews and assessments of incident data and trends will be conducted to identify systemic issues, areas for improvement, and opportunities to enhance our incident prevention and response strategies.

By implementing this Incident Report and Response Policy, Com ‘n’ Tech aims to ensure the safety of individuals involved, address incidents promptly and effectively, and foster a culture of continuous improvement and learning.

6. Data Security Policy 2023

1. Purpose:
At Com ‘n’ Tech, we recognize the importance of data security and are committed to protecting the confidentiality, integrity, and availability of our customers' data. This policy outlines the guidelines and procedures that employees must adhere to in order to maintain the highest level of data security.

2. Scope:
This policy applies to all employees, contractors, and third-party vendors who handle or have access to customer data during the course of their duties at Com ‘n’ Tech.

3. Data Classification:
All customer data should be classified based on its sensitivity level and handled accordingly. The following classification levels are defined:

a. Confidential: Highly sensitive customer information, including personally identifiable information (PII), financial data, and any other information that, if disclosed, could cause harm or damage to individuals or the company.

b. Internal Use Only: Data that is not intended for public disclosure but does not fall under the "Confidential" category.

4. Access Controls:
a. User Access: Access to customer data should be granted only to authorized individuals based on their job roles and responsibilities. Each employee will be assigned a unique login ID and password, which should not be shared with others.
b. Strong Passwords: Employees must use strong passwords that are not easily guessable and should update them periodically.
c. Account Lockouts: Accounts should be locked out after a certain number of unsuccessful login attempts to mitigate the risk of unauthorized access.

5. Data Handling:
a. Collection and Use: Customer data should be collected and used only for legitimate business purposes. Employees should obtain explicit consent before collecting any personal information.
b. Storage: Customer data should be stored securely, both physically and electronically. Physical documents must be locked in secure cabinets, and digital data should be encrypted and stored on secure servers.
c. Transmission: When transmitting customer data, encryption protocols should be used to ensure its confidentiality and integrity.

6. Incident Reporting:
a. Any suspected or confirmed data security incidents, including breaches, unauthorized access, or loss of customer data, must be reported immediately to the designated IT or security personnel.
b. Employees should cooperate fully during incident investigations and comply with any necessary remediation efforts.

7. Data Retention:
a. Customer data should be retained only for the necessary period as required by applicable laws and regulations.
b. Once data is no longer required, it should be securely disposed of, following the company's data disposal procedures.

8. Training and Awareness:
a. Regular training and awareness programs will be conducted to educate employees on data security best practices, including handling customer data, identifying and reporting security incidents, and understanding the importance of confidentiality.
b. Employees will be required to acknowledge and adhere to this data security policy.

9. Compliance:
Non-compliance with this data security policy may result in disciplinary action, up to and including termination of employment or contractual agreements. Employees are responsible for understanding and complying with the policy and should report any concerns or violations to their supervisors or the designated IT or security personnel.

This data security policy will be reviewed periodically to ensure its effectiveness and compliance with evolving security standards and legal requirements.

7. Business Insurance and Public Liability Policy 2023

1. Business Insurance and Public Liability Policy:

a. Business Insurance Coverage:
Com ‘n’ Tech maintains comprehensive business insurance coverage to protect our business operations, assets, and customers' interests. Our insurance policy includes coverage for various aspects, such as property damage, theft, professional liability, and other relevant areas to safeguard against unforeseen circumstances.

b. Public Liability Coverage:
We understand the importance of providing peace of mind to our customers when our technicians enter their properties. Therefore, Com ‘n’ Tech is fully insured with public liability coverage. This coverage protects our customers and their properties in the event of accidental damage, injury, or loss arising from our activities or services.

c. Proof of Insurance:
Upon request, Com ‘n’ Tech can provide customers with proof of our insurance coverage. This may include providing a certificate of insurance or any other appropriate documentation that demonstrates our current insurance coverage and public liability protection.

d. Customer Safety and Satisfaction:
Ensuring customer safety and satisfaction is a top priority for Com ‘n’ Tech. By maintaining comprehensive insurance coverage, including public liability, we aim to mitigate risks and provide a reliable and secure service experience for our valued customers. We continuously evaluate and update our insurance policies to align with industry standards and best practices.

8. 30-day warranty and Indemnity Policy 2023

1. Limitation of Liability:
Com ‘n’ Tech shall not be held liable for any loss, damage, or destruction of hardware property or software data belonging to customers or third parties, whether caused by negligence, accident, or any other circumstances, including but not limited to repair, maintenance, or other services provided by Com ‘n’ Tech. However, Com ‘n’ Tech provides a 30-day warranty on all repairs performed.

2. Assessment Fee: A non-refundable assessment fee of $55 will be charged for all diagnostics conducted on your device. This fee covers the initial evaluation of the issue.

Application to Repair Costs: If you choose to proceed with the repair after the assessment, the $55 assessment fee MAY be considered as part of your total repair cost.

Additional Costs: Please note that the initial assessment may not reveal all underlying issues with your device. If additional issues are discovered during the repair process that were not accessible at the initial point of assessment, the repair quote is subject to change, and additional costs may apply.

Additional Service Charge: In cases where additional issues are identified and require a revised quote, an additional service charge may be applied. This charge will cover the time and resources required to reassess the device and provide an updated repair estimate.

3. Disclaimer of Warranty:
Com ‘n’ Tech provides a 30-day warranty on all repairs, which covers the specific services performed by Com ‘n’ Tech. This warranty guarantees that the repaired hardware will be free from defects in workmanship and materials for a period of 30 days from the date of repair completion. However, Com ‘n’ Tech does not provide any warranty, express or implied, regarding the safety, security, or integrity of any hardware property or software data beyond the scope of the specific repair services provided.

4. Customer Responsibilities:
It is the responsibility of customers to maintain a backup of their hardware property and software data. Com ‘n’ Tech recommends that customers regularly backup their data and maintain appropriate insurance coverage for their hardware property. Customers are solely responsible for any data loss, damage, or destruction that may occur. The warranty provided by Com ‘n’ Tech only applies to the specific repair services performed.

5. Exclusion of Consequential Damages:
In no event shall Com ‘n’ Tech be liable for any indirect, incidental, special, or consequential damages arising out of or related to the loss, damage, or destruction of hardware property or software data, including but not limited to loss of profits, business interruption, or data loss. The warranty provided by Com ‘n’ Tech is limited to the specific repair services and does not cover any consequential damages or losses.

6. Non-Payment Clause:
In the event that a customer fails to make payment for the services rendered by Com ‘n’ Tech, Com ‘n’ Tech reserves the right to retain any items being repaired until full payment is received. By choosing not to pay, the customer forfeits their items until payment is made in full.

If payment is not received within a period of three months from the date of the initial non-payment, Com ‘n’ Tech may proceed with the sale of the items to recover costs incurred for the repair services provided. Com ‘n’ Tech will make reasonable efforts to contact the customer and provide a final opportunity to settle the outstanding payment before taking such action.

9. Additional Policy 2023

1. Supply Cost Adjustment Policy:

Policy Statement: Com 'n' Tech recognizes that supply costs can fluctuate over time. To ensure transparency and fairness, this policy outlines how we may adjust our pricing in response to changes in supply costs.

Procedure:

Periodic Review: We will regularly review the costs of our supplies and evaluate if adjustments to our pricing are necessary.
Price Adjustments: If there is a significant increase in supply costs, we may need to adjust our product or service pricing accordingly. Conversely, if supply costs decrease, we may consider reducing prices.
Customer Notification: Customers will be informed of any price adjustments in advance, allowing them to make informed decisions.
Review and Feedback: We encourage customer feedback regarding pricing concerns and will consider it when making pricing decisions.

2. Expedition Fee Policy:

Policy Statement: Com 'n' Tech offers an expedition fee option for immediate repair services, and this policy outlines the details of this fee.

Procedure:

Expedited Repairs: Customers may request immediate repairs for an additional expedition fee. This fee is intended to prioritize their repair request.
Fee Disclosure: The expedition fee will be clearly communicated to the customer before they decide to proceed with the service.
Non-Guaranteed Timeline: While we will make every effort to expedite repairs, the expedition fee does not guarantee an exact repair completion time. It depends on the complexity of the repair and availability of parts.
Refund Policy: If we are unable to meet the expedited repair timeline due to unforeseen circumstances, the expedition fee may be partially or fully refunded at our discretion.

3. Delay Due to Delivery Issues Policy:

Policy Statement: Com 'n' Tech acknowledges that external factors, such as delivery issues, may impact project timelines. This policy addresses how we handle delays caused by such issues.

Procedure:

Prompt Notification: In the event of delivery issues affecting a project, we will promptly notify the customer of the delay and provide an updated timeline.
Mitigation: We will actively work to resolve delivery issues with our suppliers to minimize delays whenever possible.
Flexibility: Customers are encouraged to discuss their project timelines with us, and we will accommodate reasonable adjustments based on the situation.
Compensation: In some cases, we may offer compensation or alternatives to customers affected by significant delays beyond our control.

4. Defamation Policy:

Policy Statement: Com 'n' Tech is committed to maintaining a positive reputation and acknowledges that false statements made in the public realm can have serious consequences. This policy addresses how we handle defamation issues.

Procedure:

Legal Action: Com 'n' Tech reserves the right to take legal action against individuals or organizations that make false statements about our business in the public realm.
Documentation: Any instances of potentially defamatory statements should be documented, including evidence such as screenshots, recordings, or written statements.
Dispute Resolution: Prior to legal action, we may attempt to resolve defamation issues through dialogue and mediation.
Legal Consultation: We will seek legal counsel to assess the validity of defamation claims and determine the appropriate course of action.
Protection of Reputation: Our aim is to protect our reputation while respecting legal and ethical boundaries in addressing defamation issues.