When providing a customer with resolution options you need to ensure that they are in accordance with the appropriate legislative requirements and enterprise policies.
The relevant legislative requirements that may need to be taken into account include legislation around Competition and Consumer Protection and the Privacy Act, which details information around the recording and use of consumer’s information by the organisation.
The organisational policies and procedures that may need to be taken into account include anything that relates to:
• Customer Service;
• Complaint Handling;
• Confidentiality and Customer Privacy;
• Warranties and Repairs.
The organisational Code of Conduct should also be understood and adhered to at all times, as this will determine how the organisation wants to treat and deal with its customers.
Under Australian Consumer Law, whenever a person buys products and services they come with automatic guarantees that they will work and do what was asked for. If the
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There are different types of warranties that a business can offer to customers. These warranties do not override or limit customer guarantees and customers may be entitled to a repair, replacement or refund, even if any voluntary or extended warranty has expired.
Businesses must fulfil certain conditions and warranties set out by the Competition and Consumer Act 2010. The goods must:
• Be of merchantable quality—goods need to reach a basic level of quality given the price of the goods and any description that is provided with the goods;
• Be fit for the purpose or job that they are meant to provide and fulfill purposes made known to the consumer;
• Match any description or sample given to the customer whether in promotional material, over the phone, in person, on a website or on labelling or