At Surgical House we are guided by our company purpose and values in everything we do. Our values form the foundation of how we conduct ourselves and how we interact with our customers, service providers, members of the public and employees of Surgical House. Our Customer Service Charter supports our dedication and commitment to upholding our excellent standard of customer service and how we will achieve this.

Surgical House – Mission

Resourcing and supporting the wellbeing, health and quality of life of Australians with chronic or complex care requirements

Surgical House – Core Ideology

Purpose:

• To Enhance People’s Quality of Life

Values:

• We Respect each other, our customers and suppliers.
• We treat our customers with Compassion and Dignity.
• We create mutually beneficial relationships based on Trust, Honesty and Integrity.

Contacting Surgical House

By Phone our dedicated team will:

• Answer your call on our local telephone number: 9381 4199 Monday to Friday
• Provide you with information to actively decide on which product(s) or items that suit your medical and nutritional needs
• Resolve urgent enquiries promptly
• We will return your call no later than the next business day
• We will ring you back if you leave a message
• Answer 95% of calls within 4 rings
• Our highly trained team are knowledge experts in our products who can answer your call without escalation.

By email our dedicated team will:

• Respond to urgent emails within 4 hours
• Respond to less urgent emails within 1 business day
• Respond to new Service Bookings within 3 business days
• Respond to NDIS applications within 3 business days
• Respond to Annual Quote requests within 3 business days

Our showroom team will:

• Greet you upon arrival
• Advise you of any waiting time
• Serve you respectfully and efficiently
• Provide alternative products to discuss with your medical providers and auxiliary health providers if required
• Assist in setting up templates for online ordering
• Answer 95% of calls within 4 rings
• Our highly trained team are knowledge experts in our products who can answer your call without escalation.

Online we will:

• Provide up to date information on the range of products
• Provide avenues for searching categories and products
• Provide GST inclusive and GST exclusive Pricing
• Provide Number of units on stock for each product (live)
• Provide ETA’s for products that are out of stock or buy in line(s)
• Provide useful information and Frequently Asked Questions
• Provide useful links to partners, service providers and the NDIS Commission
• Inform you of methods on how to provide feedback/complaints to the Surgical House team
  • Complete the online feedback form on our web site
  • Email your complaint to: surgical@surgicalhouse.com.au
  • Complete the written complaint form and post to: Surgical House, PO BOX 1537, Osborne Park DC, WA 6916, Australia