The safety of our customers, staff and drivers has always been a priority and as the COVID-19 crisis unfolded, we immediately elevated our safety, sanitisation and social distancing protocols above and beyond the already rigorous standards we maintain in our facilities.
The below is an overview of recent changes Neverfail has implemented in line with advice from government and health authorities and it aims to answer frequently asked questions around the impacts this current situation may have on your safety, as well as your Neverfail products and service.
If you cannot find an answer to a specific question, our friendly Customer Care team will be happy to assist you on 13 30 37 every working day between 9:00am - 5:00pm AET, excluding Public Holidays. Alternatively, you can also contact us via email, LiveChat or through our social media channels. As we are currently experiencing higher than normal enquiry volumes, we apologise if it takes us a little longer to get back to you and we appreciate your patience.
What is Neverfail doing to keep customers safe?
With a continued and diligent focus on hygiene and distancing measures, the following additional measures have been implemented:
- No contact delivery
To align with guidance on maintaining social distance, you can opt for a “no contact” delivery. Simply leave out your empty bottles for pickup and we will replace them, along with your other ordered products, at your next delivery. Our drivers will no longer require a signature from you and take down your details instead. We know you love to say hi to your driver, but we kindly ask you to respect that our drivers will try to maintain a social distance wherever possible.
- Paperless Invoicing
Your driver will no longer issue paper invoices at the time of delivery. All invoices will be emailed. Please ensure your details are up to date.
- Cashless Payments
Neverfail will no longer accept cash payments, cheques, or money orders moving forward. Payments must be made electronically via credit card or convenient direct debit. You can view or edit your payment methods via your account.
What is Neverfail doing to keep staff and drivers safe?
1. Adaptable workforce
We have suspended all non-essential domestic travel and implemented measures to ensure we can equip our teams to work virtually where possible. Our office-based staff is working from home and our operational staff continue to work on site under strict social distancing measures with access to additional protection such as sanitiser. All employees and contractors receive regular communications and tools aimed at increasing awareness and understanding. We continue to monitor the situation and can react quickly as new developments occur.
2. Compliant with government guidance
In the event that a staff member exhibits symptoms of COVID-19, we will take immediate steps to isolate the member by sending him/her home for fourteen (14) days and requesting that she/he receives medical attention and testing. A comprehensive Business Continuity Plan is in place that seeks to prepare staff for unexpected events and allows us to close facilities with urgency in order to perform a full sanitisation – including all hard work surfaces, forklifts, delivery trucks, common areas and touch points.
Will there be a disruption in service or a product shortage?
1. Delivery & supply chain continuity
Neverfail provides an essential service and will therefore remain operational. With 6 spring water sources and production facilities across Australia, we are confident in our supply chain and don’t foresee an interruption in production and delivery capacity. We are proudly producing an Australian product and are working hard to ensure you receive the uninterrupted, great service you expect from us.
2. Equipment service
Renting a water cooler from us has many advantages. Free cooler exchanges are one of them. Should your cooler become unfit for purpose through no fault of your own, we will pick it up and replace it. You can make use of this peace-of-mind guarantee via the equipment service option in your account dash board. Please help your driver by ensuring you follow the social-distancing rules and leave the cooler in a safe location for pick up.