Customer Service and Legal Requirements Flashcards

Flashcards about customer service, organizational requirements, and legislation.

What is a customer service charter?

A document that contains a set of standards that a company promises to uphold when dealing with customers.

What do customer service charters provide?

Information and direction to staff and customers, describing the standard of service and delivery expected in and from an organization.

What might customer service charters include?

An overview of the organization, customers’ rights and expectations, reassurance of quality service, details pertaining to legitimate reasons for refunds or returns, and means of lodging a complaint.

What are quality assurance systems used for?

To monitor the standards in an organization.

What should customer service policies adhere to?

Legislative requirements.

What are employees responsible for?

Understanding and applying organizational policies and procedures as well as legislative requirements.

What does consumer law outline?

The rights and responsibilities for customers when they are purchasing items and paying for a service.

What is a policy?

A set of general guidelines that outline the organization’s plan for tackling an issue.

What is a procedure?

Explains a specific action plan for carrying out a policy. procedures tells employees how to deal with a situation and when.

What is the purpose of the Competition and Consumer Act 2010 (CCA)?

To enhance the welfare of Australians by promoting fair trading and competition, and through the provision of consumer protections.

What does the Competition and Consumer Act 2010 (CCA) broadly cover?

Product safety and labeling, unfair market practices, price monitoring, industry codes, industry regulation, mergers and acquisitions.

What is the role of the Australian Competition and Consumer Commission (ACCC)?

To enforce the Competition and Consumer Act 2010 and a range of additional legislation, promoting competition, fair trading and regulating national infrastructure for the benefit of all Australians.

What is Work Health Safety Act 2011 (Cth)

Ensures the workplace is safe for both staff and customers.

What is Racial Discrimination Act 1975

Prevents unfair treatment towards customers based on race, ethnicity or nationality 

What is Age Discrimination Act 2004

Prevents discrimination against customers based on age.

What is Disability Discrimination Act

Requires fair and accessible service for customers with disabilities.It mandates reasonable adjustments in service delivery to ensure inclusivity and equality for individuals with disabilities.

What is Sex Discrimination Act

Prohibits unfair treatment of customers based on sex, gender, or sexual orientation.

What is Privacy Act

Protects customer personal information from being shared or misused.

What is Competition and Consumer Act 2010

Ensures customers receive fair prices, honest advertising, and quality goods/services.