Crown Commercial Group

Crown is committed to providing the highest level of service achieved by offering unique benefits including:

•   Exceptional customer service through a network that maintains Crowns   reputation as an industry leader.
•   Preventative Maintenance Program.
•   Emergency Service – 24 hours / 365 days.
•   Management Information Reports.
•   Key Account Management focus.
•   Dealing direct with Crown Commercial Group  and having a decision- maker based locally.
•   Being environmentally responsible.
•   Crown Commercial Group was established in 1983.

Our success is a result of our commitment to meeting and exceeding the needs of our customer. Crowns quality in customer service and versatility sets us apart from other equipment suppliers.

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Service Charges - General Refrigeration

For each service provided Crown prepares job sheets on site with the following information:

•   Time arrived
•   Time departed 
•   Hours worked
•   Site address 
•   Date of  Service
•   Description of work performed
•   Equipment serviced
•   Hourly rate if applicable
•   Service persons name
•   Parts used

Crown Requires that an authorised officer be present to provide a signature confirming  the work completed. Invoices will be issued on completion of each  job in a format consistent with GST Tax requirements. The minimum information to be included on each invoice will be: 

•   Parts used
•   Labour charges 
•   Service charges
•   Reference to job sheet

In addition to carrying out a chargeable service, Crown will report to you providing information enabling you to assess your refrigeration. Crowns Service Department uses an efficient computer system, which will enable us to track the progress of any service request. 

Repair services will be on a do and charge basis and rates will apply to all sites currently listed:

Urgent	Refrigeration equipment not maintaining temperature according to specification.  Target response time 4 hours on a 24 hour / 7 day basis.
Essential Non-Urgent	Refrigeration equipment function but at risk of failure, noisy, etc.  Response time 24 hours during business hours unless specifically requested.
Non-Essential/Non-Urgent	Lights, door seals, etc - response time 5 working days during business hours.

Crown will make contact with each originating store (either by phone or in person within 2 hours of receiving the call to co-ordinate the equipment repair.

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Breakdown Service Rates

Breakdown Service at $55.00 plus GST callout and $65.00 plus GST hourly rates for all breakdown service jobs between 7.00 am and 5.00 pm Monday to Friday.  The labour charge will apply from when the technician commences the job and closes when job is completed.  Excludes public holidays, refer to after hour rates below.

Note: If the Service Work is undertaken during the Preventative Maintenance call, $55.00 per hour plus GST will be charged for time taken to fulfil this work.  No callout fee will be charged.

Breakdown Service at $130.00 plus GST per call out (incl. 1 hr labour and $90.00 plus GST hourly rate thereafter for all breakdown service jobs between 5.00 pm and 7.00 am, including holidays.

All repairs over $500 are subject to franchisee approval prior to work commencing.  

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Value Added Services

Crown Commercial Group will accept the role of Refrigeration Service Consultants to True Food International and will formally report to you on a range of issues including:

•   Progress on scheduled preventative maintenance

We use a sophisticated computer based system to record and manage all service calls.  Calls are taken and entered into the system in real time during business hours.  During the initial telephone call to our Service Co-ordinator, all necessary information is exchanged to enable the correct classification of the call and accurate allocation to a Service Technician.  After hours calls are received and allocated by our after hours call centre.  Our on call Service Technician will then make contact with your store.  Non-urgent calls, for next working day attention can be made this way by store night shift staff.  We use a single 1800 telephone number Australia-wide.

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Preventative Maintenance

Scheduled preventative maintenance calls will commence as early as possible in the working day to minimise disruption to your customer's busy trading hours.  Longer services can be split over more than one visit for the same reason.

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Account Setup

Enclosed is an Application for Commercial Credit Account to be completed and returned along with the service agreement, in the replied addressed envelope, to Crown to enable an account to be opened  individually.

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Payment Terms

Crown operate on a calendar month system and issues statement on that basis.  However, as invoices are issued promptly after the completion of each job, we will accept payment prior to the end of the 30-day period.

Acceptable payment methods are either by company cheque or direct debit into our bank account.  The Remittance Advice must accompany each payment and clearly show each invoice being paid.  Payments in general, must not be withheld or delayed due to a query on specific jobs.  All prices quoted, are net and are not subject to further discount.

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Warehousing of Refrigeration Units

Any cabinets that need to be returned to the warehouse for repairs, refurbishment or storage, can be accommodated at a small fee of $17.00 per month.