Incident: injury, near-miss, property damage, chemical spill, environmental release, security event. Complaint: any expression of dissatisfaction with work, conduct or billing. Non-conformance: work that failed our own standard or a client requirement, found by us or them.
| Step | Standard |
|---|---|
| Log entry | Same day — what, where, cause as best known, immediate action, photos |
| Complaint acknowledgement | Same business day; resolution or a stated plan within 3 business days |
| Workmanship complaints | 48-hour re-clean guarantee honoured without argument — full terms under Warranty against defects below |
| Corrective action | Every incident/complaint closes with one recorded change (method, checklist, gear, or pricing) so it can't repeat quietly |
| Notifiable incidents | WorkSafe VIC notified where the legal definition is met; scene preserved as required |
| Escalation offered | Unresolved disputes: client directed to Consumer Affairs Victoria / VSBC without obstruction |
Who gives this warranty. James Wagner trading as Mildura Shine Co, ABN 72 767 892 925, Mildura VIC 3500. Phone 0447 930 961. Email wagshs@gmail.com.
What is covered, and the period the defect must appear in. Workmanship: if any part of the clean is not right, the defect must appear and be reported to us within 48 hours of the work being completed. The period runs from the day the work was done, not the day it was paid. Not covered: sprinkler overspray, runoff from a roof or an upper level, and staining or etching that was already in the glass before we started.
What the consumer must do to claim. Within the period above, call or text 0447 930 961, or email wagshs@gmail.com, or write to Mildura Shine Co, Mildura VIC 3500, giving the address and what is wrong — a photo helps. We agree a return time with the customer and re-clean the affected work.
Who bears the expense of claiming. Mildura Shine Co bears the whole expense of the re-clean, including travel. The customer pays nothing to make a claim or to have it honoured. Any expense the customer incurs in making a claim is reimbursed by Mildura Shine Co on request.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
The benefits given to you by this warranty are in addition to other rights and remedies you have under a law in relation to these services.