Privacy Policy

Complaints Policy and Procedure

Definition

A complaint is any expression of dissatisfaction, whether justified or not about any aspect of the work undertaken within a working environment. A complaint can be received verbally, by phone, by email or in writing. If It is to be investigated further, then the complaint needs to be in writing.

Policy

  • To publicize the existence of our complaints, compliments and feedback procedure so that people know how to contact us.
  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To make sure our staff know what to do if a complaint, compliment or feedback is received.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To handle all complaint information sensitively, telling only those who need to know and following any relevant data protection or safeguarding requirements.
  • To make sure that complaints are wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do.
  • To review the policy annually and update as required.

Procedure

  1. Complaint is made in writing and acknowledged within 7 days by Customer relations.
  2. Freshlux will have 14 days to investigate the matter further and respond in writing.
  3. If the complainant is not satisfied with the outcome, they have a right to appeal the complaint in writing to Freshlux Management within 7 days of the response.
  4. Freshlux will respond to the complaint appeal within 7 days.
  5. If the complainant is still unhappy with the response, they are free to seek advice.
  6. Overall responsibility for this policy and its implementation lies with Management, however it is the responsibility of the recipient of a complaint, compliment or feedback to take responsibility for it so that it is handled as close to the source as possible to avoid

unnecessary escalation and reduce the risk of the complaint further damaging the relationship with the complainant

Policy on persons with disabilities customer Service

All employees are expected to treat FEL customers ('customers' includes FEL members) with courtesy and respect at all times.

Employees' general actions, behavior and demeanor while at work should be such as to present FEL as a professional and effective organization. Employees should avoid any action that might imply a sloppy or uncaring attitude.

POLICY

Assistive Devices

People with disabilities may choose to use their own personal assistive devices, while accessing goods, services and training.

FEL acknowledges the importance of these devices and will allow people with disabilities to use their own personal assistive devices to obtain, use or benefit from the services offered by FEL, unless there is a defined risk associated with that use.

Should a person with a disability be unable to access FEL through the use of their own personal assistive device, FEL will assess service delivery and potential service options to meet the needs of the individual.

Support Persons

FEL is committed to welcoming people with disabilities who are accompanied by a support person. People with disabilities have the right to have access to their support person while accessing the goods and services.

NOTICE OF SERVICE DISRUPTIONS

If there is a temporary disruption in the availability of services and facilities used by members/customers with disabilities (e.g., temporary loss of elevator service), FEL will notify all concerned of the reason for the disruption, the date(s) of disruption, its anticipated duration and a description of alternative facilities/services and training, if any, that are available

FEL E-Waste Policy

E-Waste at FEL covers the following equipment's:

Computers Server / Desktop computer

(CPU, Monitor, Keyboard and Mouse), Laptops, Tablets, etc. or similar items

Printer & Accessories

Printer, Scanner, Printer Cartridge, Toner, etc. or similar items

Network equipment's

Routers, Switches, Patch panel, Modem, Converter, etc. or similar items

IT Accessories

CD and DVD, External Hard disk, External CD / DVD writer, Speaker, Laptop Battery, Handheld device, VC equipment's, Data Cartridge, etc. or similar items

Associated Electrical items

Power cable, Data cable, UPS, or similar items

Kitchen equipment

Coffee maker, microwave, stove, fridge, air conditioners

E-WASTE POLICY

The lifecycle of all electronic assets spanning from acquisition to disposal shall be managed in a manner which conforms to sound environmental norms as detailed below: Extending the useful life of electronic assets through our external IT Department replacement of worn out parts. Apart from internal re-use, option to extend use outside through sale of equipment at depreciated value.

Only such electronic assets which are non-operational and cannot be reused for any other alternate purpose should be considered as E-waste for disposal, this however is handed over to the external IT Department. ine, all charges will be incurred by the client.

Prohibited & Restricted Items

The following goods are classified as DANGEROUS and not permitted:

Aerosols Not Permitted - All aerosols, deodorants, sprays & compressed gas canisters are forbidden

CHECKLIST: Your shipment CANNOT contain

  1. Aerosols
  2. Air Freshers
  3. Body Sprays
  4. Any other compressed gas cyllinders
  5. Cigarette lighters
  6. Gas cylinders for camping stoves or any other gases
Flammable Goods Not Permitted - All flammable liquids, including perfumes and aftershaves

CHECKLIST: Your shipment CANNOT contain

  1. Perfumes & Aftershaves
  2. Nail Polish/Remover
  3. Household cleaning products
  4. Gels, including shaving gels
  5. Hair Dye?
  6. Other flammable liquids (Oil/Oil based)
Toner Cartridges or Ink - All toner cartridges or ink cartridges heavier than 500g

CHECKLIST: Your shipment CANNOT contain

  1. Ink or toner cartridges

Other Dangerous Goods Not Permitted:

  • Explosives
    Ammunition, Christmas crackers snaps, Fireworks, Fuses, Including weapons or replicas
  • Corrosive substances
    All lose battery types, Corrosive cleaning fluids, Acids and Alkali's Thermometers (mercury) etc
  • Radioactive materials
  • Toxic & Infectious substances
    Pesticides, Insecticides, Mercury, Poisons etc
  • All oxidizing substances & Organic Peroxides
    e.g.: Bleach etc
  • Miscellaneous Dangerous goods
    Asbestos, Magnetized materials, Dry Ice, Self-inflating life jackets
* Restricted items cannot be transported as personal effects to most countries by road, air or sea. The customer is advised to check with Customs in the country of destination whether such goods are
  1. Animal Products Animal Skins (non-domesticated), Furs, Ivory & Live Animals
  2. Money, Items of Exceptional Value Money, Negotiable Items, Pre-paid Cards, Jewellery & Watches, Works of Art, Antiques, Precious Stones
  3. Tobacco & Tobacco Products
  4. Perishable Goods, Plants & Seeds, Pills & Vitamins Foodstuffs, Medicines
  5. Liquids including Alcoholic Beverages
  6. Non compensation on any services Antique/Art, Ceramic / Clay, Documents, Fragile Items, Glass, Porcelain, Plasma/LCD/LED TV's (unless crated)
By using the FEL services the customer hereby declares that their consignment contains none of the goods descibed. Where such non permitted or restricted items are found. FEL reserves the right to remove these items and return them to the sjip at the cost of the client. For more visit 25A Corner of Roan and Reedbuck Road, Lusaka, Zambia. Contact us on Mobile: +260 211 220 019 | Email: sales@freshlux.net

Enhanced Parcel Protection

Definition

Compensation is money that someone who has experienced loss or suffering claims from the person or organization responsible.

Enhanced Parcel Protection

Parcel protection can be purchased which give you extra protection in the event of your Package being either damaged or lost.

All services are protected under FEL Parcel's limited liability to a figure of $50. Shipment protection can be increased through the purchase of 'Standard Liability' which offers extra parcel protection up to the value of $500 .

Please be aware that the following goods are not covered by standard liability and can be sent on a non compensation basis only but if you so wish insurance can be purchased from a third party of your choice: Televisions: LCD, plasma. Brittle and fragile items including but not limited to china, porcelain, glassware. Anything that is particularly frail, easily broken or destroyed.

Where charges are incurred for the removal of Non-Permitted or Restricted goods by an airline, all charges will be incurred by the client.

Storage FEL Policy Guidelines

STORAGE charges will begin accruing the first business day following

THE FIRST AND SECOND ARRIVAL NOTICE NOTIFICATIONS.

Arrival notice is as per below:

  • First month on the arrival of the consignment, client will be contacted by email and text to collect a received parcel.
  • Second month re-contact will be initiated using the same means as 1month communications.
  • Third month-the parcel will start to accumulate

Receiver of parcel will be notified on the day the storage charges are applicable. This will be first day after arrival notice has been proven and satisfied, storage charges will begin to accrue.

For each package stored beyond stipulated arrival notice time shall accrue a storage fee of ZMW10.00 per day regardless of the weight.

Storage charges will only be applicable on actual number business days such shipment is stored that client has been notified on.

NOTE: When the receiver does not collect parcel after a further three months, FEL is compelled to sell the item at auction value after all necessary communications have been done.

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