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Customer Care

Our commitment to be a valued and trusted partner and make every interaction with us a positive experience.

We provide a wide range of products and services and aim to deliver the best possible service to all our customers. We will strive to ensure that no customer is unable to use, or is disadvantaged in accessing, our products and services. We will consult regularly to review customer needs and requirements. We will act to avoid and eliminate discrimination against any customer.

  • Staff members are responsible for providing the best customer service possible and are empowered to make decisions that will ensure the best experience for each customer while balancing the needs of the individual with the correct available product.

  • Staff will assist customers on a first-come, first-served basis to the extent possible without infringing on the service needs of other customers.

  • Staff members will enable the successful demonstration of products by assisting customers with Power Works resources and equipment.

  • A customer with complaints about the service received or about Power Works policy shall be referred to the senior staff on duty at the time. Contact details are available on the contact page.

  • We will set out information about our services clearly and simply so that all our customers can understand it. This includes information on how to complain or give feedback about our products and services. We will promote the use of plain language as a communication medium. We will answer all correspondence via email in a professional, timely and efficient manner.

  • We will investigate all customer complaints about the products and services we provide and promptly deal with any complaints received.

Our aim is to:

  • Strive for zero complaints

  • Issue an acknowledgment of complaints within one normal working day

  • Provide the minimum of a preliminary response to all correspondence relating to complaints within five working days of receipt If we cannot do this, we will email the customer to explain why, the reason for the delay, what we are doing to overcome their complaint, and inform them when they can expect a reply

  • Actively inform the customer of the progress relating to their complaint

  • Ensure the customer receives a total action plan and resolution should a complaint occur, through the Customer Complaints Procedure

  • Monitor complaint trends to endeavor to continually improve service levels and prevent similar complaints from occurring in the future

Power Works fully complies with applicable laws and regulations everywhere we do business. Particular care to ensure compliance is and must always be taken by employees or participating distributors acting on Power Work's behalf when working outside our core territory.

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