Why We Ask These Questions: 

• To ensure your customers receive clear, transparent information and fair treatment. 

• Clear quotes and contracts let customers know what to expect.  

• Offering or pointing them to transit insurance keeps their goods safe, and having a simple complaints process shows you take their concerns seriously. 

What It’s Based On: 

• Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) – requirements for clear invoicing, unfair contract terms and dispute-handling procedures. 

• Insurance Contracts Act 1984 (Cth) – governs disclosure and referral obligations when offering transit insurance. 

• Privacy Act 1988 (Cth) – ensures customer data gathered during quotes, contracts and complaints is handled appropriately. 

• AFRA Code of Conduct cl 2 & cl 8 – requires members to provide written quotations, standard terms, insurance options and an accessible complaint mechanism.