SIMONSEZ AUSTRALIA
CUSTOMER COMMUNICATION, CONDUCT & DISPUTE RESOLUTION POLICY

1. COMMUNICATION CHANNELS

To ensure clear and efficient project management, SimonSez Australia may nominate primary points of contact for each project.
Customers acknowledge that communication may be directed through:
• Operations Manager
• Install Manager
• Office Administration
• Approved representatives

Direct communication with installation staff may be limited during active works.

2. RESPECTFUL CONDUCT EXPECTATIONS

SimonSez Australia is committed to maintaining a respectful, safe and professional working environment.
Abusive, threatening, intimidating, harassing or defamatory behaviour toward staff, contractors or representatives will not be tolerated.

This includes:
• verbal abuse
• aggressive behaviour
• threatening language
• bullying
• harassment
• online abuse

3. STAFF & CONTRACTOR PROTECTION

SimonSez Australia staff and contractors are entitled to:
• a safe workplace
• respectful treatment
• uninterrupted work environments
• freedom from harassment and intimidation

Unsafe or hostile conduct may result in works being suspended.

4. EXCESSIVE COMMUNICATIONS

Customers acknowledge that excessive communications may disrupt project operations.

Examples may include:
• repeated messaging
• unreasonable call frequency
• excessive after-hours contact
• repeated escalation attempts
• contacting multiple staff members simultaneously

Where excessive communications occur, SimonSez Australia may:
• restrict communications to email only
• nominate a single point of contact
• suspend non-essential communications until respectful conduct resumes

5. SOCIAL MEDIA & DEFAMATION

Customers acknowledge that knowingly publishing false, misleading or defamatory information may cause serious reputational harm.

Customers must not:
• knowingly publish false claims
• coordinate harassment campaigns
• interfere with contractors
• misrepresent project status
• publish misleading information regarding ongoing rectification processes

6. THIRD-PARTY INTERFERENCE

Customer-appointed trades and third parties must not:
• direct SimonSez Australia staff
• interfere with installation sequencing
• misrepresent authority
• escalate disputes on behalf of customers

SimonSez Australia reserves the right to communicate directly with the Customer regarding project matters.

7. DISPUTE RESOLUTION PROCEDURE

Where concerns arise, the following process applies:

1. Written notification of concern
2. Review of information and documentation
3. Inspection where required
4. Reasonable opportunity for rectification
5. Further escalation if required

Customers acknowledge that emotional escalation does not replace formal dispute procedures.

8. SUSPENSION OF WORKS AUTHORITY

SimonSez Australia reserves the right to:
• pause works
• remove staff from site
• suspend attendance
• communicate in writing only
• refuse unsafe interactions

where behaviour, interference or site conditions become unsafe or unreasonable.