Our Customer Service Charter

Our customers

• Companion pets and their owners
• Stray, lost, sick and injured shelter animals
• Shelter staff and stakeholders

Our commitment to you

We are committed to providing quality care and the best treatment available for shelter animals and privately owned pets.

In consultations and surgery:

• We will always discuss the most suitable treatment options available to owners in the best interests of their pet(s),
• All animals in our care will be treated with compassion and respect,
• All surgeries will be conducted by qualified and experienced staff with modern equipment and to the highest standards of hygiene,
• We will exhibit honesty and empathy towards owners and always advise and act with the health, wellbeing and best interests of the animals in our care in mind,
• We will administer pain relief for all surgery patients and ensure our hospital is hygienic and comfortable for patients.

In adoptions:

• Veterinary staff will liaise with shelter staff and clients to ensure that the adoptive animals' health care and behavioural requirements are communicated to new owners,
• Nurses will make recommendations regarding products clients should acquire in the interests of new pets,
• Veterinary nurses will competently answer questions regarding the health and care of adopted pets,
• Veterinary nurses will assess and match new owners with suitable pets for adoption,
• All adopting families will receive a certificate of adoption from The Lost Dogs' Home within two weeks of adopting their pet.

In service:

• We will be available to answer phone enquiries from 8:30am to 6:00pm on weekdays and 9:00am to 12:00pm on weekends (tel. 03 9329 2755),
• We will follow up all phone enquiries within five hours,
• All written enquiries will be responded to within five working days.

Our staff

• We will be professional, respectful, empathic and compassionate in dealing with clients, their pets and all shelter animals,
• We will always act in the best interests of the health and wellbeing of the animal patients in our care,
• We will be communicate openly and candidly with pet owners about all matters relating to our services and their pet(s),
• We will provide high quality personalised service to clients and animals.

Feedback

As a customer, you have a right to expect that the service you receive will be of a high standard. Our aim is to always meet and exceed your expectations. Please email vetclinicdogshome [dot] com or write to us to offer your feedback.

When we do not meet your expectations

Even with the best intentions, you may have issues or problems that need to be addressed. If our service to you does not meet with your expectations, please tell us so that we can address any issues raised or problems identified. In the first instance, we encourage you to provide feedback directly to the staff member delivering the service or to the manager of the Clinic. If the issue is not resolved to your satisfaction, please write to:

The Manager

The Lost Dogs' Home Veterinary Clinic

2 Gracie Street

North Melbourne VIC 3051

You may also email vetclinicdogshome [dot] com or telephone 03 9329 2755 and ask for the veterinary clinic.

Help us to help you

Staff are committed to providing our customers with an impeccable standard of service. To help us do this we ask that you:

• Make sure that the information you provide to our vets and vet nurses is accurate,
• Be actively involved in your pet's health, diet and exercise regime,
• Ensure your pet has a pet ID tag and is registered with your council,
• Ensure your pet is microchipped, vaccinated and receives regular parasite treatment. If not, we can provide this service at a reasonable charge,
• Please help us by being on time for your appointment and call us if you need to cancel or reschedule,
• Please provide us with constructive feedback,
• Treat our staff with courtesy and respect,
• Please let us know when our staff provide excellent service to you.
• Make sure you have adequate funds available to pay for your pet's treatment. If payment is a problem, please discuss this with our reception staff to arrange a payment plan.