Demonstrated customer focus: - Striving to establish an objective, applying researches and offering clear understanding of customer needs and expectations - Having quality defined, not only in terms of product specifications but also in terms of customer expectations and perceptions - Striving to meet and exceed customer expectations V2018.1 / var/filecabinet/temp/converter_assets/ec/99/ec99977771af208d5f83f8e4e9ed0c5ed3e8a8 4a.doc Page 10 of 18

BSBCUS501 – Manage quality customer service Innovative Widgets applies the voluntary standards in order to inspire the customers confidence in the quality of the products and services. The two voluntary standards applied are:  The International Customer Service Standard (ICSS:2010-14)  AS ISO 10002-2006 Customer Satisfaction – Guidelines for Complaints handling in organisations ISO 10002:2004, MOD) Code of Practice: The company follows the code of practice provided from ASSDA (Australian Stainless Steel Development Association). Continuous training is performed to the work team every year and also at any time when a new staff member initiates. 2d. Customer Service Charter We strive in delivering excellent service to you, our customer. Our customer service charter sets out our commitment to provide you, our customer, with the service you can expect. Who we are and what we do We are a company which specialises in manufacturing and distributing stainless steel widgets Australia wide. Innovative Widgets was established in 1952 and is a family owned and run business. Innovative widgets supply a broad range of widgets for different types of machinery from domestic appliances to industrial equipment. Innovative widgets supplies stainless steel widgets which come in the following sizes:  5 mm  6 mm  7 mm  8 mm  9 mm  10 mm All our products are manufactured out of high quality materials: stainless steel, alloy, steel, zinc, brass, nikel, nylon. Who accesses our services Australian businesses and individuals who want quality stainless steel widgets. V2018.1 / var/filecabinet/temp/converter_assets/ec/99/ec99977771af208d5f83f8e4e9ed0c5ed3e8a8 4a.doc Page 11 of 18

BSBCUS501 – Manage quality customer service Professionalism  Our business dealings with you will be conducted with integrity and honesty  Our people will focus on helping you find the ideal product/widgets for you  Every customer is treated equally  Our people will be accountable in their dealings with you. Quality service  Our people understand your issues because of their extensive experience  We aim to tailor our response to your needs  We will deliver high quality products and service meeting your needs and expectation Our Customer Service Principles Responsiveness  We will respond promptly to your enquiries through our phone and web service  We aim to respond to phone enquiries and emails within one working day - and mail correspondence within 10 working days  We will provide accurate and up to date information, when you need it  Our service targets outline our process and payment timelines. Confidentiality 