Customers
Taking responsibility for our products and for customer Health and Safety
Maintaining and fostering the trust that customers have in us is critical for business continuity. It is most important that we ensure that our products are of the highest quality and in conformance with industry standards of health and safety. In order to accomplish our goals regarding customer comfort, health and safety and well-being, the Group’s ISO 9001:2008 accredited Quality Management System is applied throughout the organisation. Our policy of partnering with reputed suppliers who use stringent quality standards and product testing has ensured customer health and safety .We benchmark the standards set by our principals in our operations as well as to educate our customers, ensuring that customer always receives priority. Further, our operations are subject to all relevant product safety regulations. For all our product and services, assesments have been carried out with regard to possible health and safety impacts. Our employees too are aligned with the demands of our Quality Management System which requires that the services delivered by them are evaluated against rigorous internal standards. As a result there have been no incidents reported during the year under review, with regard to breaches of health and safety standards and regulations.
Product and Service Labelling
All all product that we sell are in compliance with applicable satatutory requirements. In addition to satisfying statutory requirements, our overall objective is to provide our customers with an unforgettable experience when they buy our products or contract with us for our engineering solutions. That is the reason why we make it a point to provide comprehensive product related information in order to enhance customer trustThis approach makes us a trusted partner in the businesses of our clients.
These needs are managed in a business division specific, multi-pronged manner so that our policy with regard to product and service labelling reflects the nature of that business segments. Primarily, we make sure that we conform to statutory requirements, providing diagrams and pictographs, expiry dates, standardization code numbers and information on possible environmental impacts. Furthermore, we emphasise the fact that our products carry quality certification stamps and provide the relevant labelling, catalogue reference and user manuals. Based on the guidelines of our principals and globally accepted best practices, our goal is to ensure that in the process of after sales care, the highest levels of safety are afforded to our customers.
Our job is made easy with regard to product responsibility as we partner with proven global brands, guaranteeing that our products are of high quality and reliability. All our products and services are covered under these labelling guidelines and the relevant labelling and product information is provided for all products by the respective principals. Overall, product responsibility is furthered by ensuring that the products that we market, the vehicle servicing that we offer and the engineering solutions that we provide are environmentally friendly and in conformance with all applicable environmental regulations.
As a result of our commitment to these issues, there have been no breaches of product and service labelling regulations.
Customer satisfaction surveys are conducted by all business Units on a monthly/quarterly basis. (For more information, see the “Value creation activities” section.
Marketing Communications
A key activity undertaken by us is the marketing of the products and services that we offer. All our marketing communications must be executed in an ethical manner and cannot carry any misrepresentations regarding the products and services that we offer.
Dimo has strict policies to ensure that all marketing communications are executed in an ethical and accurate manner, thus strengthening customer trust and protecting brand value.
The DIMO Communication Policy forbids any unethical marketing practices. All our marketing communications are created on the basis of transparency, honesty, conformance with ethical standards and conformance with statutory requirements. Where applicable, DIMO has adopted the marketing communications codes of best practices of our principals. All marketing communications are centrally screened against a checklist to ensure conformance with our Communication Policy, prior to publication. There were no breaches of this policy or any instances of statutory non-compliance in the year under review.
Our customers interact with us on a daily basis and trust us with their personal and business-related information. Our business integrity is dependent upon the internal systems in place to protect this information. This is critical to our business, as any loss of trust in us by our customers would damage our ability to generate monetary value to our shareholders and would also adversely affect our brand. Therefore, internal policies are in place to address, provide mechanisms and implement these practices to ensure customer privacy and the protection of their personal data held in our IT systems.
Customers are contacted using the information in our databases only with their express permission and using the communication channel of their choice. Data protection complaints are given as much priority as any other customer complaint. During the year under review, there have been no complaints with regard to any breaches of customer privacy or any misuse of their personal data.
