Working With You, Working For You
These are some snapshots of recent projects – some of the ways that we have worked with clients to achieve beneficial outcomes. In summary the outcomes have generated continuous improvement, increased efficiencies, reduced risk exposure and value-added.
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The client had been found in breach of sections of Australian Consumer Law relating to the organisation’s product pricing policy.
Training was mandated by the regulatory body to enable the client to gain a better understanding an demonstrate implementation of the organisation’s relevant legislative obligations and responsibilities, also aiming for legislative compliance moving forwards.
Compliance Essentials provided one on one training sessions for the organisation’s Compliance Manager, analysing the application of the legislative requirements within the client’s business activities and operational methodology. We drafted a compliance plan and an Indicident Reporting tool (to be used alongside an internal complaints procedure) and offered guidance on risk analysis of non-compliance with obligations, along with a system on monitoring and reporting of the success of compliance with Australian Consumer Law.
(See product sheet Compliance Product Sheet – Australian Consumer Law)
In satisfying the mandated training requirement the client gained better knowledge of Australian Consumer Law and the application to the business model as well as being in a position to mitigate risk exposure to unwitting breaches that may arise from core business.
The client, a chain of retail stores located in three states in Australia, had been mandated to improve their handling of customer complaints.
We worked with the organisation’s Compliance Manager to create an electronic complaints reporting system that provided central management with the required information for each customer problem, also encompassing reporting of any illness/serious injury/death related to the use of any product in the event of such an occurrence, so enabling management to comply with mandatory reporting requirements as required by Australian Consumer Law. Individual complaints were electronically transcribed into an ongoing report that facilitated an improvement in management information as well as product management. With ongoing staff training in store the business has achieved a reduction in the number of customer complaints that is well below the industry norm.
Improved reporting of customer complaints, improved problem identification including recurring issues; improvement in risk management.
These are some of the examples of what we can do. Contact us today and discover how Compliance Essentials can help your business
A not-for-profit organisation where the client had a debtors’ ledger with a large number of customer accounts, many of low financial value, and a high volume of unresolved customer queries.
The internal systems for debtor control and sales invoice processing were reviewed. Recommendations were made to increase efficiencies aiming to bring the debtor’s ledger into line with the organisation’s credit policy whilst keeping debt collection in house, at the same time increasing communication with the organisation’s clients. The recommendations were implemented along with a follow up plan for ongoing debtor management.
The organisation achieved a reduction in debtor days with increased cash available as working capital; additionally, as a result of debtor management and streamlining the sales invoicing process, there was a decrease in debtor queries and a perceived increase in the level of customer satisfaction.
To assist the company, a medium sized manufacturing organisation, to identify and resolve areas of inconsistency in their HR functions.
We reviewed compliance, administration processes and methodology relating to employment contractual matters, payroll and statutory requirements, making recommendations and documenting a Human Resources plan in order to eradicate inconsistencies and to bring the organisation into line with the requirements of Fair Work Australia, including the application of Modern Awards.
The company was able to rectify a legacy of inconsistencies in the organisational Human Resources model and had a workable matrix for compliance in regard to current and future staffing requirements.
To brief the client in relation to product safety obligations as determined by the Competition and Consumer Act 2010 and to review the business operation in terms of product safety
Compliance Essentials created and presented client specific training material to present an analysis and explanation of the legislative requirements of the Competition and Consumer Act 2010 including mandatory safety standards and the current penalties for non compliance. Further, we discussed with the client the specific application to the client business and reviewed the client’s product safety policy and risk assessment.
Systems and Process Review
To improve the functionality of the commercial arm of a not-for-profit organisation, where the revenue stream emanated from online sales of product procured from both internal and external sources.
Working with the organisation’s personnel we reached a consensus on the streamlining of the operational processes, as well as achieving improved arrangements and improved communications with outside suppliers. The recommendations were documented as a Board presentation; we further assisted the organisation with subsequent staff mentoring and training.
Improved process efficiencies generated improved customer service; revised systems resulted in cost reductions, improved stock control and minimal product wastage; the project overall proved to be a staff motivator.
To create commonality, consistency and best practice in a specific business area following the inception of a Shared Services philosophy.
We reviewed all relevant operational areas and reported on current practices (taking account of relevant legislative requirements), making recommendations for areas of performance improvement as well as identifying areas of risk exposure and providing solutions to mitigate risk. The client was provided with a best practice procedure manual for the purposes of information and staff training.
The project provided the client with objective insight into this area of their operations and the tools to implement increased efficiencies.
Compliance Essentials works with a selection of not for profit organisations assisting them with their legal compliance and governance requirements and mentoring key personnel in good corporate governance practices, so providing a cost effective service in knowledge areas outside the expertise of the respective agency.
Is your organisation a registered charity? Compliance Essentials can assist you to implement the governance requirements of the ACNC.
Contact us for a no obligation discussion.