Incidents involving contractors or customers must be acknowledged, responded to, well-managed and learned from.
Incidents might include:
- Injury to a contractor, customer or other third party
- Health and safety affecting a contractor, customer or other third party (eg. Covid infection or quarantine)
- Damage to property including business premise, car, residential address or laundry items (eg clothing or linen)
If an incident occurs, full details must be sent to the support@thelaundrylady.com.au email address within 7 days of the occurrence with details including:
- Customer name
- Date of service
- Details about the incident
- Photographic evidence (where possible)
The contractor / customer will be emailed to confirm that the incident has been received and is being investigated. The other party involved (eg contractor, customer, third party) will be contacted by Head Office and asked to provide information about the service and any additional details that they have. Head Office will then try to find a reasonable outcome to resolve the incident where possible and contact the parties to advise. In cases where the customer is an NDIS customer, Head Office will also attempt to contact the support coordinator if listed.
Types of outcomes might include:
- The contractor stopping work for a period of time, or stopping servicing that customer where necessary
- Refunding the part of the service where the incident occurred (eg if a washing item was shrunk due to not following care instructions, the customer would be refunded for that part of the service (this is part of the Terms and Conditions that the customer agree to at time of booking).
- Moving future service bookings to another contractor for future services.
- The contractor receiving additional training to improve service offering.
- If injury or damage to a third property (business/residential premise or person) then public liability insurance may need to be claimed by the contractor (note that public liability insurance does not cover damage to laundry items eg clothing or linen).
- In serious cases or repeat cases the contractor’s contract with The Laundry Lady may be cancelled.