Incident, Complaint & Non-Conformance Procedure

Mildura Shine Co · ABN 72 767 892 925 · MSC-PRO-02 · v1.0 · Issued 23 Jul 2026 · Review: annual · Authorised: Owner/Operator

Definitions

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.

Immediate response (incidents)

Make the area safe; render first aid; call 000 where needed. For a funded/vulnerable client: notify the coordinating provider the same day.
Environmental release (wash water to a drain, chemical spill): stop the source, contain, recover what can be recovered, photograph, and assess EPA notification duty before leaving site.
Property damage: photograph, tell the customer before they find it, agree the make-good in writing. Insurance notified where a claim is possible — never "wait and see" past the policy's notice window.

Recording & timeframes

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; rain-affected panes within 7 days
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

Signed: ____________________ Owner/Operator · Date: ____ / ____ / 2026 · Next review: July 2027