Customer Code of Conduct

Vorlage Consulting Pty Ltd trading as Lacrosse Gear (“Lacrosse Gear”) is committed to providing the highest standards of customer service and upholding the highest standards of safety and well-being of its employees and customers.

This Customer Code of Conduct (the “Customer Code”) provides guidelines on the standards of behaviour you can expect from our representatives and outlines the standards of behaviour we expect from our customers.

Expectations of our services

While you are a customer of Lacrosse Gear, you can expect the following behaviours:

• Our interactions will always be carried out with integrity and respect.
• We will be respectful of our customers’ different values, beliefs, cultures and religions.
• We will answer any questions you may have about our gear or services.
• All interactions with you will be in line with our stated policies and procedures and we will be open and transparent about these.

Expectations of our customers 

We expect the following standards of behaviour from our customers:

• No form of harassment, bullying or discrimination will be tolerated.
• Your interactions with our employees must be conducted with integrity, respect and in a non-threatening manner.
• You must respect the values, beliefs, cultures and religions of our employees and other customers.

Consequences of a breach of the code

• We reserve the right to refuse service to anyone, or their associated clubs, who breach this Customer Code.
• Repeated or serious breaches of the Customer Code may result in the suspension or termination of the customer’s and/or club’s account.

Customer complaints

• Our staff will endeavour to resolve complaints at the point of service and if necessary, you will be referred to the appropriate manager.
• If your matter cannot be resolved, please contact our Sales team for a Customer Complaint Form. Please complete the form and follow the submission guidelines for us to manage and resolve your complaint.