Terms and Conditions

Definitions

1. These are the terms and conditions of Signature Assisted Living Pty Limited (ABN 45 649 756 598) trading as Signature Assisted Living (herein after referred to as ‘SAL’ ‘we’, ‘us’, ‘our’ or ‘it’).

2. We reserve the right to add to, delete or change these terms at any time. Any changes to our terms and conditions will be published on our website at www.signatureassistedliving.com.au and you should refer to the website from time to time for any such changes.

Acceptance

3. Any instruction received by SAL from the customer for the supply of services shall constitute acceptance of the terms and conditions contained herein.

4. Upon acceptance of these terms and conditions by the customer, the terms and conditions are binding and can only be amended with the written consent of SAL.

Service

5. The customer is responsible for the safe and timely delivery of required information sent to SAL for the delivery of services.

Code of conduct

6. SAL values feedback but will not accept unreasonable conduct. Unreasonable conduct includes:

  • aggressive or abusive language
  • threats of violence and harm against individuals and property, including threats of self-harm
  • malicious complaints made to damage a person’s career or reputation
  • vexatious complaints made without substantive evidence
  • unreasonable demands outside of the scope and standards of this policy
  • unreasonable persistence – refusal to accept an outcome, resolution and/or pursuing a closed complaint without any new information.

7. In the event that you make threatening or abusive statements which indicate a risk of harm or violence, we will report your conduct to the appropriate state or federal authorities.

8. If you act unreasonably, we may minimise or control our staff dealings with you by:

  • responding with advice that your feedback will not be assigned to the responsible business area, and inviting you to re-submit your feedback without the use of inappropriate language or sentiment.
  • restrict you to contact us only in writing.
  • use our standardised response to refuse to engage with you for repeated feedback about closed matters.
  • withdrawing services from repeatedly threatening and/or abusive people.