Integrated Customer Protection & Compliance Policy

Last updated: 7 June 2025 v-1

Welcome to Organic Land Services (“OLS”, “we”, “our”, “us”).
This single document explains—clearly and transparently—how we operate, how we keep you safe, how we handle your information, and what to do if something goes wrong. It draws on best-practice standards from Australian Consumer Law, the Privacy Act 1988 (Cth), the Work Health & Safety Act 2011 (NSW), and the NDIS Practice Standards—but is written for all clients, whether you are an NDIS participant, a business, or a private homeowner.

Table of Contents

1. Scope of Services
2. Terms & Conditions of Engagement
3. Pricing, Invoicing & Payments
4. Scheduling, Access & Cancellations
5. Safety, Environment & Risk Management
6. Privacy & Confidentiality
7. Complaints & Feedback Process
8. Incident Management
9. Client Rights & Responsibilities
10. Code of Conduct for Workers
11. Emergency & Disaster Continuity
12. Review & Amendments
13. Contact Details
14. Disclaimer

1 – Scope of Services

OLS provides:

• Organic lawn-mowing & edging
• Garden maintenance & landscape regeneration (including Bradley-method bush regeneration, hand weeding, mulching, pruning)
• Fungi-powered weed control & soil-health treatments
• Native & edible Garden/Forest design and installation
• Workshops & on-site consulting

All services are delivered chemical-free and align with our commitment to soil biology, biodiversity, and long-term landscape resilience.

2 – Terms & Conditions of Engagement

1. Acceptance – Booking any service (via phone, email, online form or verbal agreement) constitutes acceptance of these Terms.
2. Minimum Charge – 1 hour per visit. Additional time is billed in 15-minute increments.
3. Insurance – We hold $15 million Public Liability and Workers Compensation for all crew.
4. Police and WWC Checks – All on site staff pass police checks and working with children checks.
5. Liability Cap – To the extent permitted by law, our liability is limited to re-supply of the service or the cost of having the service supplied again.
6. Governing Law – These terms are governed by the laws of New South Wales.
7. Subcontractors – Only vetted, insured subcontractors meeting our Code of Conduct may assist.
8. Variations – Changes to scope or frequency must be agreed in writing (email is fine).
9. Severability – If any clause is unenforceable, the remainder still applies.

3 – Pricing, Invoicing & Payments

• Invoicing – Sent within 2 business days; 14-day payment terms (bank transfer or card).
• Materials – Mulch, plants, disposal fees are charged at cost + 10% with receipts attached.

4 – Scheduling, Access & Cancellations

Weather clause – If rain or extreme heat makes safe work impossible, we will reschedule within 7 days or credit the missed visit.

5 – Safety, Environment & Risk Management

• Zero-Chem Policy – No synthetic herbicides or pesticides; only organic or mechanical methods.
• Pre-Site Checklist – Hazards (pets, sharp objects, uneven terrain) are assessed each visit.
• Hierarchy of Controls – Eliminate ⭢ Substitute ⭢ Engineer ⭢ Admin ⭢ PPE.
• Training – Crew hold WHS inductions, First-Aid, and equipment competency certificates.
• Incident Register – All incidents and near-misses logged; trends reviewed quarterly.

6 – Privacy & Confidentiality

We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

• Data collected – Contact details, service notes, photos (with permission), billing info.
• Use – To deliver, invoice, and improve services; never for unsolicited marketing.
• Storage – Secure encrypted cloud (servers in Sydney); paper files in locked cabinets.
• Access / Correction – Email us; we respond in 30 days.
• Breach Response – Eligible data breaches reported to OAIC and affected clients within 72 h.

7 – Complaints & Feedback Process

1. Lodge – Phone, email, or online form.
2. Acknowledge – Within 2 business days.
3. Investigate & Update – Within 10 business days.
4. Resolution / Action Plan – Within 20 business days.
5. Escalation – NSW Fair Trading (13 32 20) or, for NDIS matters, NDIS Quality & Safeguards Commission (1800 035 544).
   No client will ever be disadvantaged for making a complaint.

8 – Incident Management

1. Ensure safety, render first aid, call 000 if required.
2. Notify the client as soon as practical.
3. Record on Incident Report Form within 24 h.
4. Investigate root cause; implement corrective actions.
5. Review policy effectiveness quarterly.

9 – Client Rights & Responsibilities

You have the right to

• Respectful, culturally-sensitive service
• Safe, competent work practices
• Privacy and confidential information handling
• Transparent pricing and invoices
• Make a complaint without fear of reprisals

You are responsible for

• Providing accurate information about hazards and access
• Treating workers courteously
• Securing pets and valuables on service day
• Paying invoices on time

10 – Code of Conduct for Workers

All OLS workers and subcontractors must:

1. Act with respect and courtesy
2. Deliver supports safely and competently
3. Respect privacy & confidentiality
4. Prevent and report abuse, neglect or exploitation
5. Avoid conflicts of interest
6. Comply with relevant laws & standards
7. Champion eco-safe methods – no glyphosate, no synthetic chemicals

11 – Review & Amendments

Document is reviewed annually each July or sooner if legislation or operating practices change.
Changes are version-controlled and published to the OLS website immediately.

12 – Contact Details

Organic Land Services

ABN 42 614 928 518

Phone: (+61) 4 3260 7578

Email: info@organiclandservices.com

Web: www.organiclandservices.com