This following document sets forth the Customer Service Policy for the The Scholz Group – TSG Pty Ltd hereby referred to as TSG International, ABN 91 161 278 011 and outlines what a customer should expect from TSG International, and what TSG International expects from its customers.
The last update to this policy was posted on 29 September 2016.
TSG International strives to offer the best possible experience to our customers, but unfortunately some customers may feel they are not getting a satisfactory response to a question or concern that they have raised, or believe they are not getting the value they should from a product or service purchased.
1.1. The Customer is an individual that has registered for a myTSG Account to use our Products or Services.
1.2. Products and Services represents the collective functionality and features as offered through our Websites to our Customers.
1.3. myTSG Account is our online billing, support and management system for our Customers found at my.TSG.International
3. Customer Service Channels
3.1. A support ticket is to be submitting through your myTSG Account to the appropriate department for priority support.
If you are unable to access your myTSG Account a support ticket is to be submitted by the Contact Us page my.TSG.International/contact.php and will be treated as a General Enquiry, or during the hours of our online Live Chat, general enquiries or product related questions can be asked.
3.2. Sending an email to the appropriate department (if applicable) using the details made available on the TSG International website at TSG.International/contact
3.3. A support ticket can be lodged by phoning (07) 30 400 874 or (02) 67 111 600.
3.4. Customers who do not use the methods 3.1 through 3.3 to contact Customer Service are not covered by this policy and do so at their own risk.
4. Customer Conduct
4.1. The Customer agrees when seeking Customer Service from TSG International in any of the avenues listed in this policy to conduct themselves in an appropriate and professional manor.
4.2. TSG International staff will not respond to requests for Customer Service if the Customer:
• Has used offensive or obscene language;
• HAS USED EXCESSIVE CAPITALISATION FOR THE PURPOSE OF SHOUTING;
• Has made threats of violence, legal action or referral to an external party (eg. Department of Fair Trading);
• Has posted the issue or question on a public medium, such as forums or blogs, before it has been either raised with or answered by TSG International staff within an appropriate time frame (refer to Section 6), or before the escalation process (refer to Section 5) has been completed.
5. Escalation Process
5.1. Customers who are not satisfied with the Customer Service they have received from TSG International or believe their issue is still ongoing should ask for their case to be reviewed by a Manager.
5.2. If after this review if the Customer is not satisfied with the outcome, or the problem remains to be unresolved the Customer should send an email to feedback@TSG.International with the following information:
• A detailed explanation of the question or issue, with references to any prior support tickets, emails or telephone calls;
• A detailed explanation of the outcome that would resolve the issue;
• Any other information or details that will help TSG International to resolve the issue.
6. Appropriate Time-frames
6.1. Support Tickets and emails sent to TSG International will be responded to by TSG International staff within two (2) business days. Each time a response is made by the Customer this time frame will be reset.
6.2. Support Tickets and emails sent to TSG International seeking an escalation to a Customer Service matter will be responded to by TSG International management within three (3) business days. Each time a response is made by the Customer this time frame will reset.
7. Customer Service Goodwill Credit
7.1. From time to time, TSG International staff or management may make the decision to apply a Goodwill credit to the Customer’s account.
7.2. This credit is not redeemable for cash and can be used to purchase additional services or service renewals through the Customer’s myTSG Account.
9.1. TSG International may amend our Legal Terms at any time without specific notice to you. The latest copies of our Legal Terms will be posted on our Website (TSG.International/legal), and you should review all Legal Terms prior seeking Customer Service.
9.2. After any revisions to our Legal Terms are posted, you agree to be bound to any such changes to them. Therefore, it is important for you to periodically review our Legal Terms to make sure you still agree to them.