nil products – Customer Service Policy

1. Purpose and Commitment

At nil products, we are committed to providing responsive, transparent, and respectful customer service. We recognise that inquiries—whether questions, feedback, or complaints—are vital for building trust and ensuring continuous improvement in our business practices.

Our written commitment is to respond to every customer inquiry within one month (30 calendar days) from receipt. In many cases, responses will be provided much sooner, but we guarantee that no inquiry will remain unanswered beyond this timeframe.

2. Scope

This policy applies to all inquiries received through the following channels:

• Email info@nilproducts.com

• Website contact form

• Social media direct messages and tagged mentions

• Postal mail

3. Service Standards

• Acknowledgement: All inquiries will be acknowledged upon receipt (either automatically or manually, depending on the channel).

• Response Time:

  • Standard inquiries: response within 30 days maximum.

  • Complex issues requiring investigation: customers will be updated within 30 days and provided with an expected resolution timeframe.

• Tone & Quality: Responses will be respectful, empathetic, and solution-oriented, aligned with our brand values of sustainability and integrity.

• Escalation: Inquiries that involve complaints or product safety concerns will be escalated to management within 5 business days.

4. Monitoring & Reporting

To ensure accountability and continuous improvement, nil products will track and report on inquiry response times.

Dashboard & Reporting

A Customer Service Dashboard will be maintained, including:

• Total number of inquiries received per month

• Average response time (days from inquiry to final reply)

• Percentage of inquiries responded to within the 30-day policy timeframe

• Outstanding inquiries over 30 days

This dashboard will be reviewed by management monthly and used to identify process improvements. A summary of performance against our response-time commitment may be shared in annual customer reports.

5. Responsibilities

• Customer Service Team (or assigned staff): Log and respond to all inquiries.

• Management: Review dashboard metrics monthly, address systemic issues, and ensure policy compliance.

• All Staff: Support customer service by providing timely input when technical or specialist knowledge is required.

6. Continuous Improvement

We will review this policy annually to ensure it reflects best practice, customer expectations, and nil products’ growth. Customer feedback about our service is welcomed and will be factored into policy revisions.

Below are first quarter results of 2025.