Customer Service Update from Insight Environmental – Coronavirus (COVID-19)
With the COVID-19 pandemic (and its economic effects) evolving quickly, Insight Environmental is prepared to keep running as smoothly as ever. The less you have to worry about your septic system right now, the better.
First of all I want to reassure you that we absolutely remain open for business and are here to help you as always. Like many we have had to make some changes to the way we are operating, however we are well prepared as are our delivery partners. We have had assurances from Australia Post and StarTrack that despite government restrictions on non-essential activities, they remain fully operational and will be able to continue delivering goods around the country.
Secondly, I wanted to update you on some changes that we are making so that we can continue to provide our high levels of customer service during these challenging times:
- For our own safety many of our customer service staff are now working from home and this may mean that our office lines are diverted to our voicemail system during normal office hours. Please be assured that if you leave us a message we will get back to you as soon as we can. Our team has real-time access to this system from home and will return your call as soon as they can.
- We are also available to assist you by email (support@ ecocare.com.au) and via our webchat service by clicking the orange chat icon in the bottom right corner of our website – ecocare.com.au.
- I am also pleased to announce that we will shortly be opening an online ordering service for our existing customers through our ecocare.com.au website. This will allow you to purchase all of our products (including 10L and 20L Activator and 2L and 4L Activator-V) through our secure website portal. Further details on this will be provided soon.
Lastly, Australia Post has advised that they have had to make some changes to their delivery or collection procedures to minimise contact with drivers. As such they will no longer be asking for signatures and instead will be asking customers if they can sign on their behalf. Alternatively you can provide us with details of a safe place at the address where the goods can be left for you to pick up and we will include these instructions on your shipping label. For those customers who provide us with a mobile phone or email address you will also receive delivery updates from Australia Post where applicable.
Once again we thank you for your ongoing support of our Australian owned and operated family business and hope that you all remain safe and well.
Yours sincerely,
Roger Dartnell
Managing Director