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Sales and Support Conduct Policy
Sales and Support Conduct Policy
This policy sets out the expectations, rights, and responsibilities for both customers and staff of WCTNZ® when engaging in sales, support, service, and product-related interactions.
It is intended to ensure a professional, safe, and respectful environment for everyone involved, particularly when dealing with building materials, sanitary systems, specialist wastewater products and support services sold or administered under the WCTNZ® brand.
Important conduct note
WCTNZ® expects all sales and support interactions to be conducted respectfully, professionally, and honestly. Customers have the right to fair and accurate information, and WCTNZ® staff have the right to a safe working environment free from abuse, harassment, threats, intimidation or discrimination.
Read this page alongside WCTNZ®’s Terms & Conditions of Support. This policy explains communication expectations and the effect of any reasonable restriction; any separately available paid service requires its own agreed scope and charges.
Paid operational support is separate from reporting a fault, making a warranty claim or seeking a remedy under New Zealand law. You can contact support@wctnz.co.nz for those matters without purchasing a support service, registering the product or holding an active website account. There is no fee simply to report a fault or make a claim.
Customer rights
Customers are entitled to respectful communication, professional service, honest information, and product guidance that complies with applicable law.
Customer obligations
Customers are expected to behave courteously, provide accurate information, and follow reasonable support and service instructions.
Staff rights
WCTNZ® staff have the right to a safe and respectful work environment and may terminate abusive, unsafe or inappropriate interactions.
Choosing the appropriate support process
WCTNZ® may direct a matter to written support, warranty assessment, testing or another appropriate service. Where optional paid work is available, its scope and charges will be explained and agreed before that work begins.
Who this policy applies to
This policy applies to all customers and staff during sales, support, service, product, warranty, return, repair, forum, phone, email, website, account, project and site-related interactions, whether in person, online, by phone, through a form, through email, through a support channel, or through another approved communication pathway.
Customer expectations and responsibilities
- Customers have the right to expect that sales and support interactions will be conducted with respect, professionalism and honesty.
- Customers are entitled to receive accurate information about products and services, including general product guidance and support pathways.
- Customers are expected to behave courteously and refrain from abusive, harassing, threatening, discriminatory, aggressive, misleading or unsafe behaviour towards staff.
- Customers should provide information that is accurate to the best of their knowledge, identify anything uncertain, and follow reasonable support, testing, safety and documentation instructions. WCTNZ® may ask for information reasonably needed to assess the matter.
- WCTNZ® may direct a matter to an appropriate written, testing, warranty, operational or commercial support process. Product registration, an active account and payment for a support service are not prerequisites for reporting a fault or seeking a remedy required by law. Any separately chargeable service will be explained and agreed where legally permitted.
Staff expectations and responsibilities
WCTNZ® aims to provide professional, honest communication and to handle personal information in accordance with its Privacy Policy and New Zealand law. Staff are entitled to a safe working environment. Customers may ask management to review a concern about staff conduct or the handling of an enquiry or claim.
Product information, suitability, support and warranty
Product Information and Suitability
WCTNZ® products are designed for specific building, sanitary, wastewater, off-grid, commercial, public facility, camping, recreational, marine or infrastructure applications. When we give a product or capacity recommendation, we will identify the intended use, relevant assumptions and the scope of what we have assessed. WCTNZ® remains responsible for the information and advice it actually provides and for its obligations under New Zealand law. A capacity match relates to the stated usage and conditions; it does not, by itself, complete site design, installation planning, engineering or consent approval. Where those checks are needed, we will identify what requires confirmation and by whom. Please tell us your intended purpose, known site constraints and any uncertainty so these can be addressed before purchase.
Support terms are a separate policy
WCTNZ®’s Terms & Conditions of Support should be read alongside this conduct policy. Any optional service must be available and its scope and charges confirmed before booking. This conduct policy sets the behaviour and communication standards for sales and support interactions.
Returns and Warranty
Fault reports and claims will be assessed under applicable New Zealand law, including the Consumer Guarantees Act 1993 where it applies, alongside any additional warranty. The relevant warranty pages, Testing & Repair Policy and Shipping & Returns Terms explain the practical process. A warranty condition or discretionary return rule does not remove a statutory remedy.
Phone support must remain professional
During phone support
Customers must communicate respectfully, provide accurate information and allow staff to ask reasonable questions. Some matters need written records, warranty assessment, testing or a separately agreed service where available.
Where conduct becomes unsafe
WCTNZ® may end an abusive or unsafe call, decline further calls, require written communication, suspend non-essential support or escalate to management where conduct creates a reasonable safety or service-management concern. We will preserve a workable written route for fault reports, warranty and statutory claims, including through an authorised representative where appropriate. Raising a complaint, disputing advice or requesting a remedy does not, by itself, amount to misconduct.
How misconduct and disputes may be handled
Customer Misconduct
Where behaviour creates a reasonable safety or service-management concern, WCTNZ® may warn the person, end an interaction, require written communication or an authorised representative, and reasonably restrict non-essential services. A complaint, disagreement or request for a lawful remedy is not, by itself, misconduct. A workable route for safety reports, warranty matters and legal claims will remain available.
Staff Misconduct
If a staff member fails to uphold their obligations or engages in unprofessional conduct, customers may report the incident to management@wctnz.co.nz. Complaints will be reviewed and appropriate action may be taken.
Dispute Resolution
Disputes will be addressed through communication, negotiation and appropriate escalation where possible. You can ask management to review a concern about how a matter has been handled. This process does not prevent you from using an available statutory complaint, tribunal or court process.
Product use, installation, and indirect loss
Misuse, incorrect installation, unsuitable site conditions, inadequate maintenance, unauthorised modifications or use outside the product’s intended scope can affect a claim where they caused the problem or loss. The circumstances and cause will be assessed; these factors do not automatically exclude an unrelated defect or WCTNZ®’s responsibility for its own advice or work. Nothing in this policy excludes compensation, including reasonably foreseeable consequential loss, where New Zealand law requires it.
Follow the supplied product instructions for installation, fixing, servicing and waste handling. Requirements depend on the model and whether it is portable, fitted to a vehicle or installed at a site. Use people competent for the work, and authorised professionals where the law requires. If a product defect is suspected, notify WCTNZ® as soon as reasonably practicable.
When support services may be limited or terminated
Non-essential support services may be restricted, paused or terminated on reasonable grounds where repeated misconduct, misuse of support channels, failure to provide information needed for the particular service, an account default or unsafe conduct prevents that service from being provided. We may ask for a matter to be handled in writing, through management or through an authorised representative. We will continue to provide a reasonable route for safety reports, fault reports, warranty claims and statutory claims.
WCTNZ® reserves the right to refuse or restrict non-essential service, subject to compliance with the Human Rights Act 1993 and other applicable legislation.
Account Default and Suspension of Non-Essential Support
Where a buyer’s account is overdue, unpaid, reversed, charged back, in default or subject to an unresolved payment dispute, WCTNZ® may restrict further credit, new orders, goodwill assistance or optional support to the extent permitted by the applicable contract and law. An account dispute does not, by itself, suspend the handling of a fault report, warranty claim, safety issue or statutory claim.
Payment requirements for new goods or optional services will be stated separately. Payment of a disputed amount or purchase of operational support is not a condition of reporting a fault or seeking a remedy required by law. Any cancellation or restriction of a separately agreed paid service will be dealt with under that agreement and applicable law.
If normal phone or account access is restricted, send the relevant fault, warranty, safety or statutory claim information to support@wctnz.co.nz. If that route is unsuitable or the handling of the matter is disputed, contact management@wctnz.co.nz or write to the address below. Reasonable communication arrangements can be made without requiring staff to continue abusive interactions.
New Zealand law applies
This Sales and Support Conduct Policy is governed by the laws of New Zealand. Any disputes arising in relation to these terms will be handled in accordance with New Zealand law.
Nothing in this policy is intended to exclude, restrict or modify rights or remedies that cannot lawfully be excluded, restricted or modified under New Zealand law.
How to contact us
If you have questions or complaints about this policy or how WCTNZ® implements it, please contact us in writing.
Email: support@wctnz.co.nz
Management: management@wctnz.co.nz
Postal / attention: ATTN: Support, 8A Woodruffe Ave, Henderson, Auckland 0612
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