1. On completing a written or verbal contract for advertising in the Riverland Business Directory, the customer agrees to pay a deposit equal to 20% of the total order. The deposit is due and payable on the date of the purchase order, or as otherwise invoiced.
2. Standard payment terms of 30 days from date of invoice apply at all times. 
3. The advertising cost includes production of an initial advert proof, and up to two further amendments, based on artwork requirements requested by the customer. Any additional changes after the advertising has been approved will be charged to the customer at the graphic designer’s standard rates. In the event of cancellation of the advertising after the artwork is done then an artwork production cost of $150 will apply. Logos and images are to be supplied in a suitable digital format by the customer at the customer’s expense. 
4. In the event of default, the customer agrees to pay all debt collection and legal costs incurred. Additionally, the customer agrees to pay interest at the rate of 10% per annum applied daily from the date that the debt becomes due.
5. A customer will not be responsible for any advertising costs if their advertising is not published for any reason. 
6. Neither Riverland Business Directory, its management, or its agents, will be liable for the omission of any advertising or listing in the Riverland Business Directory for any reason whatsoever. 

Complaints Management Policy & Procedures

Riverland Business Directory is committed to managing complaints in an accountable, transparent, timely and meaningful way.

Riverland Business Directory is committed to the following complaints management principles: 
• ensure complaints can be lodged without fear of retribution 
• protect confidentiality and privacy of complainants 
• fair, objective and professional assessment of complaints
• ensure complaints are resolved in a timely fashion 
• ensure the application of natural justice 
• clear accountability for complaints handling
• integrate complaints information into business improvement processes

The Riverland Business Directory Complaints Management Framework is shown below: 
Riverland Business Directory Complaints Management Policy 
Riverland Business Directory Complaints Management Procedures – Internal Complaints 
Riverland Business Directory Complaints Management Procedures – External Complaints

All complaints regarding Riverland Business Directory are within the scope of this policy. This policy does not replace, modify or revoke any legislative, contractual or other South Australian or Federal Government Directive requirements for the management of particular types of complaints. Such matters are defined as "specific complaints" and are addressed within the complaints procedures documents. 

The following are not classified as complaints and are out of scope of this policy: 
• Feedback obtained during consultation 
• Queries and requests for information

This policy and supporting documentation applies to all Riverland Business Directory staff, including temporary, casual and contracted staff.

The objectives of this policy are to provide: 
a)  A uniform and effective mechanism for the management and prompt resolution of complaints; 
b)  Meaningful management information designed to highlight adverse trends and systemic problems associated with Riverland Business Directory's policies, products or services. This information will be considered, and if appropriate, used to improve business processes.

Riverland Business Directory's objective is to provide a high quality local business directory for the region in South Australia known as the Riverland. Feedback about our policies, products and services is highly valued as a means of gauging their efficiency and effectiveness and identifying areas for continuous improvement. This policy acknowledges customers, employees and all other parties who deal with Riverland Business Directory have a right to raise concerns and make complaints about Riverland Business Directory’s policies, products and services. Riverland Business Directory's Complaints Management Framework is consistent with the Australian Standard ISO 10002:2006 Customer satisfaction – Guidelines for complaints handling in organizations.

Policy and Procedural Elements
Complaints management in Riverland Business Directory reflects the following elements.

Visibility and Access
• Complaints about Riverland Business Directory's policy, products or services can be lodged by any member of the public, client, employee or other stakeholder. 
• Information regarding where and how to lodge a complaint and anticipated response times is readily available through it’s publication in the PND. 
• Unless there are legislative, contractual or other South Australian or Federal Government Directive requirements, complaints are accepted either both verbally and in writing as well as through a variety of means such as face-to-face, by telephone, text message, by letter, email or fax. 
• Riverland Business Directory ensures the complaint process is flexible and no one is excluded from making a complaint. People from non-English speaking backgrounds; those with a visual or hearing impairment, learning disability or those who have decreased literacy skills may only be able to make a complaint in a particular communication format or mode such as through an interpreter, sign language, audio CD or audio tape. Riverland Business Directory staff, where appropriate and necessary will assist complainants in the process of lodging a complaint.

• Complaints can be of a sensitive and complex nature and may require detailed investigation and analysis. Timeframes for the management of complaints are to be reasonable and may not be excessively drawn out. Complaints will be addressed within 5 business days of being received. Riverland Business Directory will meet legislative, contractual and other South Australian & Federal Government Directive requirements if they apply. 
• Riverland Business Directory staff will be trained in complaints handling and will be provided with information and education through established Riverland Business Directory mechanisms such as the Intranet, induction training and information sessions. This ensures a consistent approach is followed in the management and resolution of complaints across Riverland Business Directory's operations.

Assessment and Action
• All complaints are managed in accordance with the complaints management principles detailed in section 1 of this policy. 
• Upon receiving a complaint, Riverland Business Directory staff must take reasonable steps to ensure that the complaint is properly understood and seek clarification or additional information from the complainant where required. 
• Complaints are assessed, recorded and reported by Riverland Business Directory management in relation to the product or service the complaint is about. A complaint received about the service of a particular Riverland Business Directory employee is assessed and investigated by their supervisor/manager. 
• A preliminary assessment of the complaint is conducted to determine if it is a "specific complaint", as detailed in the procedures. 
• All complaints will be addressed with in a timely manner and Riverland Business Directory will address the compliant in a practical and professional manner with the aim of achieving a satisfactory outcome for the both the complainant and Riverland Business Directory.

• The progress of the complaint is monitored until the outcome has been communicated to the complainant and all reasonable avenues have been exhausted. 
• If the complainant is dissatisfied with the outcome, they are advised of independent review mechanisms. 
• Riverland Business Directory ensures continued improvement in its administration through meaningful feedback within its structure about potential improvements identified as a result of complaints. 
Monitoring Effectiveness 
• Complaint trends for the business are reported to the Managing Director on a regular basis. 
• Managing Director is responsible for implementing the Complaints Management Framework within the Riverland Business Directory. 
• Riverland Business Directory will regularly monitor the quality and effectiveness of the Businesses Complaints Management Framework and revise relevant components where appropriate.

This policy provides a structured framework for managing complaints, in compliance with the Australian Standard ISO 10002:2006 Customer satisfaction – Guidelines for complaints handling in organisations. It also provides a means to continuously improve the Riverland Business Directory's policies, products and services.

• Complainant: The person who makes the complaint. 
• Complaint: The expression of dissatisfaction, orally or in writing, about the policies, product or services of Riverland Business Directory or its staff. 
• Confidentiality: Access to the information is controlled and the information does not have to be of a personal nature. 
• External complaint: The complainant is making the complaint as a member of the public or as other stakeholder, rather than as an employee of Riverland Business Directory. 
• Internal complaint: The complainant is making the complaint as an employee of Riverland Business Directory rather than as a member of the public. 
• Natural justice: The process by which a fair assessment is made by an objective and unbiased decision maker who is in possession of all the pertinent facts and details of the situation. It is concerned with ensuring that decisions affecting an individual's rights and interests are reached only after the individual has been made aware of the allegations made against him/her and has had the opportunity to present his/her claims in relation to the allegation/s and this response has been fully considered. It also requires that a decision maker should have no personal interest in the matter to be decided, have no bias as to the outcome and act in good faith throughout the process. 
• Privacy: The information is of a personal nature and reasonable steps are taken to protect the personal information from loss, unauthorised access, use or disclosure. 
• Specific complaint: The complaint has specific legislative, contractual or South Australian or Federal Government Directive requirements that supersede this policy
• Systemic Problem: A deficiency in the business’ administrative process, rather than an error in judgement by an officer, which causes or contributes to a complaint

ReferencesAustralian Standard ISO 10002:2006 Customer satisfaction – Guidelines for complaints handling in organisations