Handling Customer Complaints
The Fair Claims Guide was introduced in 1961 as an adjustment formula for the settlement of damage claims for textile products. Its success was immediate and far-reaching.
In 1964 the Guide was expanded to include criteria for determining responsibility for such damage. A special body of information on terminology, labelling, causes of damage and product classification was collected.
This Guide, therefore, presents all necessary information as a whole, as it is unavailable from any other source. For this reason, the Guide is in great demand for educational as well as arbitration purposes. It is used by
drycleaners, launderers, insurance adjusters, retailers, consumer affairs and government agencies around the world. The Guide was developed by consensus, similar to the process used by formal standards-making bodies.
Participating were: Drycleaning Institute of Australia Ltd, Federal Bureau of Consumer Affairs, International Fabricare Institute, Neighbourhood Cleaners Association, Guild of Cleaners & Launderers, School of Textiles,
Private and Government Consumer organisations.
The guide is based on the work of Norman Oehlke and Sheila Garred of International Fabricare Institute Consumer Relations. In 1988 it was approved as an
American National Standard. It has been up-dated to include articles that are more appropriately Australasian.
The Guide's criteria on textile performance questions has achieved international acceptance. To ensure its continued success critical review is invited.
Drycleaning Institute of Australia Ltd
184A Vincent Street, CESSNOCK NSW 2325