Managing Quality and Customer Service

MANAGING QUALITY
CUSTOMER SERVICE

TABLE OF CONTENTS
TASK 1............................................................................................................................................3
1..............................................................................................................................................3
2..............................................................................................................................................3
3..............................................................................................................................................3
4..............................................................................................................................................4
5..............................................................................................................................................4
6..............................................................................................................................................5
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8..............................................................................................................................................6
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10............................................................................................................................................6
11............................................................................................................................................7
12............................................................................................................................................7
13............................................................................................................................................8
14............................................................................................................................................8
15............................................................................................................................................8
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18..........................................................................................................................................10
19..........................................................................................................................................10
20..........................................................................................................................................11
REFERENCES..............................................................................................................................12

TASK 1
1.
The Australian consumer law requires businesses to provide consumers right products and
services to customers against of their payment. The main purpose of this act is to enhance the
welfare of Australians by promoting fair trading and competition. Through this provision
customers are protected properly in effective manner. This covers various aspects like product
safety and labelling within the unfair market (Basu, 2017). This protects rights of customers by
acting most promote in proper functioning of Australian people and in market, protect
competition and improve customers welfare. Protecting the safety and interest of customers by
supporting fair trading.
2.
The consumer guarantees are set of rules and regulation which are applied to goods and
services for purchased by customers under the ACL. This is automatically applied for any
voluntary and extended warranty given by a seller or manufacturer of goods and services. This
allows to customer to seek repairs and replacement as well as refunds when good are faulty and
setting minimum charges with customers against of this. Guarantees applying to products which
products are acceptable quality, goods will match any description provision and any express
warranties will be honoured. In that a supplier guarantees which consumer is buying goods that
have clear tittle and match with sample or demonstration model is provided (Basu, 2017). On the
other side, applying to services are provided with due care and skills, within a reasonable time
and which is fit to any specified purpose.
3.
There are various products which are not covered under the consumer guarantees when they
are sold in trade or commerce and bought by a consumer. In the trade or commerce means of
supplier’s business have the professional activity which include non-profit business. For that
here is produce list of product and services are not covered under guarantees are as follows:
 Any types of products and services which have cost up to 40000.
 Goods and services costing have more than 40000 which is used for personal, household
and domestic purpose (Bhogal, Boss and Sand, 2016).

 A vehicle and trailer used mainly for transport have goods on public roads irrespective of
cost of product and services.
Second, leased and hired goods are also includes in consumers guarantees because hired
goods are paid by suppliers and leased goods are similar but involve payment in regular
instalments for longer terms.
4.
This is unlawful because this includes no refunds signs. The suppliers and manufacturers
cannot modify exclude consumer guarantees and avoid own obligations which are getting
customers is agreed with agreements about any dispute. This is unlawful because they supply it
is not possible for getting a refund under any circumstance. There are shows the signs which are
unlawful are as follows:
 No refund on sale items
 Exchange not only for refunds of sales items.
The suppliers are included online suppliers which can display a sign at the point of sales
and alert to customers about their rights those are covers under consumer guarantees (Carpentier
and Messier, 2017). As per the case study of July 2013, the federal court ordered to manufacturer
and retailer who are deals in computer hardware tom pay penalty for making false present to
customer regarding consumer guarantees rights.
5.
The product if fails to meet a guarantee, then customers have right to action against of
suppliers, in that they will provide a remedy and refunds at failure to meet an obligation. The
consumer guarantees apply to both in major and minor problems. If customers is select refunds
and replace the product and service than it change their mind about purchasing product and
services from shop and suppliers. In that customers are required proper and full proof of product
receipt and bill of payments which is help in refunds or replacement process (Dale and Plunkett,
2017). In that case, suppliers not give refunds to customer when they simply change their mind
related to product. But in reverse, supplier can have policy offer a refund, replacement or credit
note when this happens, if they must abide by this policy.