Complaints and Disclosure Policy

  • 1. Definitions
    • 1.1. This Complaints and Disclosure Policy includes the following definitions and expressions used hereby with their associated meaning:
    • 1.1.1. “Seller” shall mean Global Pump Group Pty Ltd T/A Global Pumps, its successors and assigns or any person acting on behalf of and with the authority of Global Pump Group Pty Ltd T/A Global Pumps.
    • 1.1.2. “Client(s)” shall mean the Client (or any person acting on behalf of and with the authority of the Client) as described on any quotation, work authorisation or other form as provided by the Seller to the Client.
    • 1.1.3. “Services” shall mean all Services supplied by the Seller to the Client and includes any advice or recommendations.
    • 1.1.4. “Website” refers to the web pages used for the purposes regulated by this Policy and associated Terms and Conditions.
    • 1.1.5. “Complaints and Disclosure Policy” herein under is referred to as “Policy”.
    • 1.1.6. “Content” refers to all material which can be found on the Website according to this Policy
  • 2. Complaints Policy
    • 2.1. We are committed on providing the best possible quality of Services to our Clients. Therefore, you are strongly encouraged to contact us as soon as possible, regardless of the reason that makes you do not feel right about Our Website, Services and/or Content.
    • 2.2. Please note that the Complaints Policy is in Our best mutual interest. You have every possible guarantee that Your complaints will not influence Your position in a negative manner or create a basis for unjustified actions on our behalf.
    • 2.3. If you believe that Your complaint is justified feel free to submit it in a written form to the following email: sales@globalpumps.com.au
    • 2.4. Please note that Your complaints regarding Your private information issues will be treated with the utmost care and as our top priority.
    • 2.5. At this stage, You will receive an official letter on Our behalf in which We are informing You that You have initiated an official complaint procedure. We will also inform You about the identity of Our staff member who is taking care about Your complaint. Please note that for all of these actions it will take up to 5 (five) working days to be fulfilled as being described hereby.
    • 2.6. At the next stage, You will be offered with one or more possible solutions in order to deal with Your complaint adequately. You are absolutely free to accept one of Our options or to reject them with no consequences for Your status. In case, you choose to reject Our suggestions You are required to provide additional details regarding Your complaint or suggest a solution of Your own. Please note that We are not obliged to accept Your suggestions for resolving Your complaint. It is Our discrete right, whether or not we will accept Your suggestions and under which circumstances. This stage of Our complaints process usually takes up to 5 (five) working days.
    • 2.7. In the final stage, We will offer You one or more additional solution based on your additional information you submitted to us or based on your suggestions. At this stage, you are required to choose one of the offered solutions on our behalf. In case, you choose not to accept neither or our available options you have the following possibilities. The first is to treat Your complaint as officially closed. You will continue with the use of Our Website and Services with no possibility to raise Your previous complaint ever again. The second option is to exclude Yourself from the further use of our Website and Services. The final stage requires up to 5 (five) working days to resolve adequately.
    • 2.8. Please note that You are required to carefully examine all of Our legal documents, including Our Terms, Privacy Policy, Disclosure Policy, Compliance Statement before submitting any of Your complaints.
  • 3. Disclosure Policy
    • 3.1. In accordance with the 6th Australian Privacy Principle and according to the recommendations included in the Privacy Fact Sheet 17 issued by the Office of the Australian Information Commissioner of the Australian Government on January, 2014 We may disclose our Client’s private and other relevant information for the primary purposes necessary for the functioning of our Website and Content including the provision of our Services.
    • 3.2. According to the same Principle We may disclose Your information for the secondary purposes when it is required by the law or some other authority. Each case of the secondary purpose disclosure will be followed by an appropriate notice for the Client in question.
    • 3.3. Please note that all details about the primary and secondary disclosure are being regulated according to this Policy, Terms and Privacy Policy.
    • 3.4. Please be advised that according to the 6th Australian Privacy Principle and according to the recommendations included in the Privacy Fact Sheet 17 issued by the Office of the Australian Information Commissioner of the Australian Government on January, 2014 we do not have an obligation to inform you about the disclosure of your private information in the following cases:
      • 3.4.1. When you gave us Your permission to use Your personal information for the purpose of the direct marketing; And/or
      • 3.4.2. When it is required for the purposes of the government personal identifiers;
    • 3.5. You are strongly encouraged to inform Yourself about the primary purposes for the disclosure of Your private information contained in Our Privacy Policy.
    • 3.6. Please note that We cannot accept any of Your complaints associated with the disclosure directly related to the primary reasons essential for the functioning of our Website and Services. When it comes to the disclosure associated with the secondary reasons, all what is in our power is to provide you with an appropriate notice about these events.
    • 3.7. The only option to express your disapproval with our Disclosure Policy is to prevent Yourself from the further use of our Website, Content, and Services.
    • 3.8. Please note that all of Our staff directly involved in the disclosure of Your private information is properly trained and fully aware about the requirements of the Australian Privacy Principles (APPs) which are contained in schedule 1 of the Privacy Act 1988 (the Privacy Act) according to the requirements and recommendations issued by the Office of the Australian Information Commissioner of the Australian Government on January, 2014.
    • 3.9. In order to ensure the full transparency of our Disclosure Policy and disclosure actions We will post official and public announcements on our Website, from time to time. You are hereby advised to accept Our option for non-commercial newsletters or to visit our news webpages regularly.
    • 3.10. Please be advised that you cannot rely entirely on our announcements as the main source of information in this matter. The information on our Website may not contain all relevant elements about Our disclosures.
    • 3.11. Please be advised that the form, definitions and expressions used in these announcements on Our Website may differ more or less from our official Disclosure Policy.
    • 3.12. We have taken all the measures possible to prevent any eventuality of Your private information leakage, including the unauthorized access to it. However, we cannot guarantee that these unwanted events will not happen at some point in time. For these reasons, you are strongly advised to submit and disclose only the private information, which is absolutely necessary for Our primary purposes. Do not disclose or submit your private information which is not crucial for Your use of Our Services or in any other way can seriously compromise Your situation.
    • 3.13. Any eventuality of the potential disclosure of Your private information is being regulated according to Our Terms and Privacy Policy.
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