It is always the intention of our business to provide you with appropriate products and technical support in relation to ongoing sales and support of robotic and shelving equipment.
We appreciate that at times, you may feel a situation has become overwhelming or frustrating. We are here to help you and request that you treat our staff with respect and dignity.
Willach has a duty of care to ensure that its employees and appointed agents are provided with a safe and healthy workplace, free from physical and psychological hazards.
We have a zero-tolerance approach to any negative behaviours directed towards our staff and appointed agents. This includes, but not limited to, bullying, verbal abuse, gestures, harassment, violence or threats of violence, discrimination, verbal and/or physical aggression from customers and/or any agents engaged acting on their behalf.
Forms of harassment and bullying by customers, suppliers and vendors may include:
- Unreasonable demands for service, repeated calls for service, inappropriate requests for services or parts;
- Inappropriate physical contact, aggression or physical intimidation with or without contact such as standing too close or making threatening or intimidating gestures;
- Unwanted attention including following, phoning, electronic communications, observing (watching or staring) and being present for no apparent reason while the employee attends to their work;
- Lewd, derogatory, suggestive, insulting or discriminatory remarks or comments, including verbally or in writing;
- Phoning office staff outside of regular business hours and service staff outside of the daily support line hours (8am-8pm AEST);
- Threats including those related to loss of business or work, withholding payment, defaming the business to other owners or industry groups, reporting the business or individual to media outlets, defamatory comments on social media, or to Government compliance bodies.
Actions we will take:
- Where such behaviours are directed towards our staff, whether it be in pharmacy or other setting, over the phone or via email, our staff are directed to remove themselves from the situation immediately.
- These actions will be reported to the Management and Board of Willach and noted in the customer file.
- A written reminder will be provided to the customer about engaging with Willach, including employees and appointed agents and suppliers in a professional and appropriate manner.
- If the behaviour continues, Willach will exercise its right to immediately remove the threat of physical or psychological harm from employees, appointed agents and suppliers and terminate any service and supply agreements with immediate effect.
- In some instances we may report the behaviour to the police, AHPRA or engage legal representatives to act on our behalf.
If you have a complaint or grievance against a Willach staff member here are the actions we recommend:
- Raising the issue or concern immediately with the employee or appointed agent. Provide them with the opportunity to have a conversation to explain their behaviour.
- If you are not satisfied with their response, report the action or behaviour in writing, be sure to outline the allegations of inappropriate behaviours. This should include the name of the employee, the date, time, where you were and any information which will assist with investigations. Send this to info@willach.com.au
- An internal investigation will take place, we may contact you for further information or clarification.
- At the conclusion of the investigation, you will be contacted within 14 working days of the outcome and any actions which have been undertaken.