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Coronavirus (COVID-19) Response at Communicate AT

-- 20/06/2020 --

 

Hello everyone,

 

As the coronavirus COVID-19 pandemic continues to impact the lives of people and businesses at home and abroad, I’m writing to reassure you Communicate AT has in place actions to ensure our services to you continues unimpeded and with safely for all.

Firstly, we’d like to reiterate the advice of the Australia Government’s Department of Health - 

 

STAY INFORMED

PROTECT YOURSELVES AND OTHERS

  

Regular checks of the Department’s website can assist with those matters, here's the link Australian Department of Health (https://www.health.gov.au/).

Our intentions at Communicate AT are to heed the advice of the Australian government too, which includes implementation of social distancing in our own small office but more importantly, when interacting with our customers. Our plan is to protect you, our customers, whilst still serving your assistive technology needs.

Some aspects of what we offer are still via very different means, some stay the same although with additional aspects.

 

All of our operations have again been reviewed and revised. How you obtain your advice and information from Communicate AT or order your assistive technology through us will stay similar or the same, although the method of how we deliver "same" has changed again.

 

Customer interactions and customer order handling is at the top of our list. To that end, the following functions have been recently revised and are currently in place:

 

Communicate AT Update #3 - 20/06/2020

  

As of Monday 29/06/2020

All wheelchair mount installations and fittings, training, product demonstrations, meetings at our clinic room or visits to customers has recommenced albeit with social distancing and personal hygiene protocols in place. We mean no disrespect but to protect our customers, we’ll be wearing facemasks and gloves and would prefer the wheelchair to be vacated whilst we install equipment.  Again, this is to ensure YOUR safety first and is recommended practice

As of Monday 01/06/2020

Our business week STILL looks very different to what it did even two weeks ago however Tara is now back with us in her order dispatch role, which is helps us out no end.  Currently, Tara and I are conducting our shipping days most Tuesday and/or Thursday and considering the volume of orders of late (which we certainly thank you for!) I can’t see that ending soon. We take precautions when handling goods however no longer use gloves to pack orders.  Hand hygiene is observed at all times.

 

The World Health Organisation say it is safe to receive packages and taking into account transit times and exposure to many different conditions, we still like to quarantine ALL stock arriving from overseas for at least one whole day ion our stock room before unpacking. This is probably not necessary but is a way to mitigate any risk.

Orders shipped to you go via Australia Post (Express Post) or Couriers Please, here are links to their own policies and procedures at this time.

 

 Australia Post's Statement

  

(https://auspost.com.au/about-us/news-media/important-updates/coronavirus)

  

Courier Please's Statement

 

(https://www.couriersplease.com.au/About/Latest-News?NewsID=159)

 

I'm confident and satisfied that the responses from Australia Post and Couriers Please are adequate however will continue to monitor how that may evolve and will update on this blog post as required.  There have been delays with both Express Post and Courier Please delivery timeframes which unfortaunetly is out our control.

 

 

Penny is also back in the office assisting with administration duties, she is happy to see the end of her “home office”, I’m happy to have the company!

 

 

Our Responsiveness

Although it seems we are back to our full strength, one thing that we’ve noticed during the pandemic is the absolute need for assistive technology information and advice on it’s use. The volume of phone calls we receive and email question that arrive in this regard is currently outstripping our resources to respond in a timely manner.

With order fulfilment taking priority in our day to day, this often leaves longer timeframes between your questions and our replies, your quote requests and the quote being supplied. We have structure around this with the start of the week geared towards getting orders out the door and the later part of the week devoted to replies. It doesn’t always work that way, but that’s the plan at least.

Again, we’d like to take this opportunity to thank you for your interest in assistive technology and also for your patience whilst we work on getting back to you, we’d also like to encourage you to look through our AT Support library as well, there might the a nugget of information that could help out hidden in there somewhere.

 

Adam sitting at his desk ... well, it's Penny's desk but don't tell her!All in all, Communicate AT is still open for business and busier than ever ready to help you with your assistive technology needs, albeit in somewhat different ways I suppose.

  

Lastly, I'd like to take this opportunity to thank you for your continuing support, we’re grateful for the support shown and trust we're assisting you on your assistive technology journey.

 

So stay informed, protect yourselves and others. Thanks for your understanding too.

 

All the VERY best!

 

Adam.

Adam Lynn, Communicate AT

 

 

 

 

 

 

 

 

 

 

 

 

 

last updated 25/06/2020