Doongal Aboriginal Art
Stories from the Dreamtime - Specialising in Aboriginal Rainforest Art

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Customer Relations Policy

The success of Doongal as a business will depend on how staff treat its customers. Providing an open, honest and a courteous attitude not only reflects in a positive manner the public image of Doongal but will also create customer loyalty, sales and ultimately job satisfaction. It’s important to recognise that customers are individuals and their needs and interests will vary considerably.

The ability to build a rapport and provide a good level of service or help with their questions will ultimately promote an environment conducive for purchasing products. Some customers prefer not to be approached and can consider even a simple “good morning” as a sign of harassment. If you perceive this maybe the case allow the customer time and space to peruse the gallery and only engage in product promotion if the customer initiates it.

When discussing or answering any questions regarding the background of any artists Doongal represents it is of vital importance to be honest and open. Do not attempt to mislead or misconstrue information relating to the artists Aboriginality, location or circumstances. If unsure about facts ensure that you acknowledge it and if appropriate offer to research the information and get back to them. Refer any complaints to Nava Wahl (Compliance Officer).


Refund Policy

We are not required to provide a refund or replacement if you change your mind.

Under Australian Consumer Law, you may seek a refund or exchange if an item has a major problem. This is when the item;

- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn't do what we said it would, or what you asked for and can't be easily fixed

However, the goods must be returned within 14 days and you may be asked for proof of purchase.

You may also be asked to demonstrate that the problem with the goods was not your fault.

If you prefer an alternative to a refund, we can arrange for goods to be exchanged or repaired. Please choose carefully as you 
are not entitled to a refund if you simply change your mind.

Keep your receipt as proof of purchase.


Complaints Handling Policy

At Doongal Aboriginal Art and Artefacts, we are committed to ensuring that all people performing duties deal with complaints efficiently and fairly.  We wish to ensure that complaints are handled to the satisfaction of the complainant and our company.  In order to demonstrate this commitment to our customers we have developed a detailed complaints handling procedure that will be followed by our staff to ensure that your complaint is handled:

- with fairness – to both the complainant and our company, or the person against whom the complaint is made; and

- with adequate resources – to ensure that the matter is resolved efficiently and to our customer’s satisfaction.

We also demonstrate our commitment to proper complaints handling by publishing this policy so that consumers are aware of our approach and also by making a copy of this policy available to consumers, staff and any other interested parties upon request. If you require further explanation of this policy, we will be pleased to do so upon request. In order to ensure that we properly understand your complaint, we will require you to provide as much relevant information as possible to the staff member who receives your complaint.

This will be recorded and will be passed on to an appropriate person for action. You will receive a response from the person assigned to handle your complaint within 2 business days of the complaint having been received. This response will detail the steps taken to investigate your complaint and will suggest fair and reasonable remedies to resolve the situation. To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any systemic or recurring problems that may occur within our company. If you are dissatisfied with the handling of your complaint, you may seek a review of the matter by contacting our Compliance Officer.