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

1. Customers have the right to expect that sales and support interactions will be conducted with respect, professionalism and honesty.
2. Customers are entitled to receive accurate information about products and services, including general product guidance and support pathways.
3. Customers are expected to behave courteously and refrain from abusive, harassing, threatening, discriminatory, aggressive, misleading or unsafe behaviour towards staff.
4. Customers must provide accurate information when requesting support and comply with reasonable support, service, testing, safety, account and documentation instructions.
5. Customers must use the correct support pathway where requested by WCTNZ®, including written support, product registration, return authorisation, testing assessment, warranty review, paid phone booking, OPSC™ or commercial support.

Staff expectations and responsibilities

1. WCTNZ® staff have the right to a safe and respectful work environment. Abuse, harassment, intimidation, threats or discrimination will not be tolerated.
2. Staff are expected to act professionally, provide honest information, and maintain the confidentiality of customer information as required by law and WCTNZ® policy.
3. Staff must not engage in misleading or deceptive conduct when promoting, selling, advising on, or supporting products and services.
4. If customers engage in inappropriate behaviour, staff may pause, terminate, redirect or escalate the interaction.
5. Staff may direct customers to the correct WCTNZ® pathway where the matter requires written support records, warranty assessment, testing, paid support, management review or external trade/professional advice.

Product information, suitability, support and warranty

Phone support must remain professional

OPSC™ means Operators Phone Support Contracts. OPSC™ gives eligible registered operators access to structured paid phone-based operational guidance. It is not an unlimited support entitlement, warranty approval pathway, emergency service, engineering service, council service or on-site servicing contract.

How misconduct and disputes may be handled

Product use, installation, and indirect loss

WCTNZ® will not be liable for indirect or consequential loss resulting from misuse, incorrect installation, inappropriate site conditions, incorrect maintenance, unauthorised modifications, failure to follow manuals, failure to follow support instructions, or use outside the product’s intended scope except to the extent prohibited by New Zealand law.

For sanitary systems and other building products that form part of a larger structure or site system, WCTNZ® recommends that installation and servicing be performed by appropriately qualified or competent persons. If a product defect is suspected, notify WCTNZ® through the correct support or warranty pathway as soon as reasonably practicable.

When support services may be limited or terminated

Support services may be restricted, paused or terminated where a customer engages in repeated misconduct, refuses to follow reasonable process, fails to provide necessary information, has an unresolved account default, misuses support channels, or creates an unsafe communication environment.

WCTNZ® reserves the right to refuse or restrict non-essential service, subject to compliance with the Human Rights Act 1993 and other applicable legislation.

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.