Confidentiality

Applies to: all NLG team

Confidentiality

Introduction

Employees will frequently have access to information regarding the Company and its customers. This information may be sourced from computer records, from customer credit application forms, internal documents such as invoices, delivery instructions etc, sales and profit reports, marketing bulletins and from conversations with customers, suppliers and management.

Privacy Act

Much of the information we hold is personal information about our customers. The Privacy Act, and common sense and courtesy, impose strict obligations on all of us about how we handle this personal information. It cannot be discussed with any other customer, not even members of those customers own family, unless the customer has specifically authorised the release of their details to that third party.

Customer Account Inquiries

When dealing with customer account inquiries over the phone employees must be careful to establish that they are, in fact, dealing with the customer.   It is important that all employees offer to mail out a

statement of account to the customer’s address if there is any doubt about the caller’s identity.

Comments on Customers’ Accounts

Customers have a right to their own information held by us so all employees must ensure any comments added to an account record are factual and professional, avoiding any comments which may be embarrassing should the customer ever ask to see any records held in relation to them.

Discussions with Customers

All employees must be aware that they could be inadvertently disclosing a customer’s information to other customers so it is important that discussions with customers about their personal details must be done privately and away from other customers who may overhear.

Similarly, employees must not leave information displayed on computer screens for other customers to see, or leave Delivery Dockets/ Tax invoices sitting on products on the shop floor display area.

Disclosing Information

If an employee is asked to disclose information regarding another individual (i.e. addresses, phone numbers, purchases, etc) this must not be released without authorisation from the individual. (This applies to partners and relatives).

Information Requested from Customers

At the time of sale, the Company asks the customer to provide name, address and contact details. We ask this so that:

·                         We can provide a warranty

·                         So that refund details (if necessary) can be followed up

·                         Dishonoured cheques can be followed up

·                         To thank the customer for their patronage and possibly offer new products of deals or invite them to special customer evenings etc.

If the customer does not wish to provide their postal address for the last item, they can advise the Company that they wish to remain confidential (details of this are written on the back of their invoice) and their name can be flagged so that they do not receive any mail outs etc.

Exceptions to Confidentiality and Privacy Act

Customers who are purchasing product through Hire Purchase, complete a credit application form which authorises the Company to:

·                          use information on this application for assessing the customers credit history and administering the account.

·                         collect and retain information as it requires for the above purposes from any other source including credit information.

·                         inform the customer of future marketing activities, such as special sales, discounts and advice.

·                         disclose information when required or permitted by law, e.g. IRD, Consumer Affairs, Privacy Commissioner

·                         disclose information to credit agencies or the Company legal or professional advisers.

Use of Information

Access to internal and external databases can only be used for genuine company purposes.

Any use of these databases for personal reason will be deemed as serious misconduct and an employee may be liable to summary dismissal.

Privacy Officer

The Company’s Privacy Officer is our GM - People Experience and Employment Relations.

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