Customer Charter

What we do

MFB Products Pty Ltd is an Australian, privately owned company, designing and manufacturing metalwork solutions for the electronics and communications industries. We offer a range of 19” Rack mount enclosures and custom sheetmetal products to meet customer’s needs.

What to expect when you contact us

No matter how you contact us, we will deal with your query promptly, efficiently and to the best of our ability. We will also be polite, friendly and fair in all our dealings with you. Our sales staff will be available between 9:00am and 5:00pm Monday to Friday (except public holidays). If we cannot answer your call, and you leave a message within business hours, we will return your call the same day. If you leave a message outside normal business hours your call will be returned on the next business day. Email enquiries received through the sales department will be responded to in writing within 1 working day. Our financial department will provide various payment options to assist you in settling your account.

Our commitment to clients

We will treat you fairly and professionally.

Our staff is trained to answer all your questions and give the best service they can. Quotations for standard products within our catalogue and web site will be issued within 1 working day. The quotation will be clear and detailed including any associated costs. Quotations for non standard products will be issued within 5 working days. The quotation will be clear and detailed including any associated costs. For all non standard rack and console configurations we will offer a drafting service for project proposals. Complaints will be given the highest priority for investigation and written responses will be supplied when requested. We will ensure confidentiality of any information, process or document entrusted to us.

Our products

All products will be manufactured using the latest design and manufacturing processes. Or products will be made using high quality materials and will conform to relevant manufacturing standards. All products will comply to your purchase order. A certificate of conformance will be supplied when requested. As a holder of an ISO 9001:2000 Quality Management System, we will strive to provide you with a product that is of high quality and fault free.

Safety

The safety of you and our staff is important to us; our premises will be maintained to provide a safe and clean environment to all visitors and staff. Safety equipment will be supplied to areas where required. We will follow the guidelines of all relevant OH & S standards.

As your commitment to us, you will treat our staff fairly and professionally. Pay for legitimate fees and expenses within agreed terms. Advise us when there is a change to your business or personnel that impact’s on your recognition.

Complements and complaints

If you are pleased with our service, please let us know. We need to let our staff know when they have done well. If you are not satisfied with our service, please tell us so we can do something about it. We are at your service and will endeavour to do our best.