REGISTER NOW FOR THE 2021 AUSTRALIAN ACHIEVER AWARDS

TERMS AND CONDITIONS

Australian Achiever Awards is operated by Australian Achiever Pty. Ltd. (ABN 15 092 437 422).

From here on “we” means “Australian Achiever Pty. Ltd.”, and “you” means any awards entrant or other user of the Australian Achiever Awards services and products.

ACCOUNT CREATION

By creating a Business Account/Profile on our website (www.achiever.com.au), you agree to our Website Terms of Use.
View our Website Privacy Policy here.

We promise to only use the information you submit for the sole purpose of managing your business relationship with us. We will never share it with any unrelated third parties.

When you sign up for an account, you agree to receive emails from Australian Achiever Awards. These emails will be to administer your account and advise you about the awards, including the status of any entry and upcoming awards. You may unsubscribe and delete your account by emailing us at hello@achiever.com.au.

AWARD ENTRY

The Australian Achiever Awards (the “Awards) is an innovative and self-supporting national business Award established in March 1998 to celebrate Customer Service Excellence provided by Australian small and medium-sized businesses.
Australian Achiever Awards is operated by Australian Achiever Pty Ltd (ABN 15 092 437 422).

These Terms and Conditions of Entry (the “Terms”) are an agreement between YOU (the “Entrant”) and Australian Achiever Pty Ltd  (also referred to as the “we”, “us” and the “Award Organisers”) and are legally binding on you.

Any reference to the “Entrant”, “you’” or “your” includes you in your personal capacity, as a representative of the business, as well as the business being entered into the Awards.
By completing your entry application, you agree to be bound to these Terms.

Please direct any questions about these Terms to the Awards Organisers at hello@achiever.com.au

1. DEFINITIONS

Administration fees – fees charged for the administration of your application and costs of the survey process required for judging.
Attainees – individuals or businesses that have attained a level of recognition in the Awards.
Customer– a paying customer who has engaged your business for the supply of a core service provided by your business, within the previous 12 months and who is not employed by your business.
Entrant – the person named in the Award application who is referred to as “YOU” in their personal capacity, as a representative of the business, and the business that is entered into the Awards.
Referee – a customer or trade supplier nominated by the Entrant to provide feedback regarding the Entrants customer service.
Trade Supplier – a supplier of services or products to your business, whom you pay, that has engaged with your business in a substantive or recurring manner.

2. PURPOSE

The Australian Achievers Awards are designed to review, report on and reward outstanding entrants with an award for the entrant’s customer service delivery.  Other benefits include:

  • Industry acknowledgement of your dedication to excellent customer service
  • The competitive edge of being judged for excellence against your industry peers
  • Validation by your customers
  • Encouragement, motivation and reward for your staff for their efforts
  • A framework to monitor, measure and build on your customer service excellence for the future.

3. CATEGORIES

3.1. The Australian Achievers Awards offers approximately 26 award categories for small to medium businesses.  The categories may change and are listed and explained on the website.

You understand and agree

3.2 You may enter in multiple categories where applicable to your business.

3.3 The Australian Achiever Awards are unable to sub-divide the number of categories run over 12 months.

3.4 You may seek to apply to have the category adjusted on your Certificate to suit you however the decision to make any certificate adjustment is at the sole discretion of the Awards Organisers entirely.

Minimum entry requirement per category

3.5 A category must have a minimum of three entrants for it to run.

3.6 If there are fewer than three entrants in a category, entries are still administered and judging undertaken.

3.7 Entrants will still receive their results notification and achieve a Highly Recommended status (if they achieve over 80%), or a State Winner status (if they achieve over 98%).

3.8 The Entrants results will then also be entered into the Award’s Specialised Services & Supplies category.

3.9 A National Winner will be awarded from the Specialised category at the end of the year.

4. ELIGIBILITY

4.1 To be eligible to enter the Australian Achievers Awards you must meet the following eligibility criteria:

a) Your business must be operating in Australia.

b) Your business must have been operating within your selected category for at least 12 months.

c) Your business must be a small to medium business or franchise.

d) Your business must deal directly with customers, such that we can engage them to evaluate your customer service.

e) Your business must not have a large number of negative reviews online. If this is the case, you must be able to satisfactorily document your response to these.

4.2 Large corporations are excluded from eligibility unless entering individual franchises locations for individual assessment.

4.3 The Awards organisers reserve the right to disqualify any entrant who fails to meet the eligibility criteria.

Multiple outlet/Franchises

4.4 If your business operates from multiple outlets you must advise us of this.

4.5 If your staff work across the multiple outlets, then the one award can apply for multiple locations.

4.6 If the different locations are franchises with different staff, the award cannot apply across locations and each location must apply separately. Corporate packages may apply.  Please contact hello@achiever.com.au for further information about these.

Bankruptcy and Insolvency

4.7 You will be ineligible to enter if you have filed for bankruptcy in the past 2 years or been subject to court proceedings in the prior 12 months from the close of entry date including in owner or founder’s personal capacity.

5. SUBMITTING YOUR ENTRY

You understand and agree

5.1 You are required to create a business account on the Australian Achievers Awards website to submit an entry in the Awards.

5.2 You will be required to provide the following information:

  • Contact information
  • General business information

Referee Information

  • Name and phone number of 4 customers to be contacted by the Awards assessors and notified accordingly.
  • Name and phone number of 1 trade supplier to be contacted by the Awards Assessors and notified accordingly.

Password security

5.3 Upon creation of your account, you create your password, and we will provide you with a user Account ID.

5.4 You must ensure the security and confidentiality of your registration details, including any username and/or password.

5.5 You must not allow any other person to use your Password.

5.6 You must notify us immediately if they become aware of any unauthorised use of your registered details.

Privacy

5.7 As part of your participation in the Awards, we collect a range of information relating to your business, your customers, and your responses to the entry forms and interviews conducted with your referees.

5.8 Any personal information you provide is managed by our Privacy Policy at https://www.achiever.com.au/privacy-policy/

5.9 We may share this information with our related entities, business partners, or other third-party service providers engaged to help us with the Awards, and may continue to do so, even after you have participated in the Awards.

5.10 By submitting your entry and participating in the Awards you consent to the use of your information to administer the Awards, send you marketing material, invite you to be part of our initiatives including case studies, polls/surveys and to improve our services.

5.11 If you would like to access or correct the personal information that we hold about you or wish to withdraw your consent to receive Awards please contact the Award Organisers at hello@achiever.com.au

Award timeline

5.12 Once an Award category closes, nominated referees are contacted in the next two weeks, unless otherwise advised.

5.13 The contact time may extend by another one to two weeks depending on successful contact of nominated referees.

5.14 The announcement dates of category results are listed on our website and are approximately six to eight weeks from when the category closed.

5.15 Category results are sent by mail (through Australia Post) to the Entrants. These are posted on the notification date and are announced online the following week, once Entrants have received their mail notification.

6. AWARD ADMINISTRATION FEES (ENTRY FEES)

6.1 Upon submission of your entry you will be required to pay the following Administration Fees:

a) $275 + GST Standard Entry Fee (one category)

b) An additional $50 + GST per entry for any additional subcategories.

6.2 Payment of Award Administration Fees may be made online via a secure payment portal on the website or by request for an invoice where you elect to pay by EFT/Direct deposit.

6.3 An entry will only be confirmed upon full payment of Award Administration Fees.

Fee inclusions

6.4 The Administration Fee includes:

a) Entry into the Australian Achiever Awards for that year

b) Administration costs in contacting the businesses referees (minimum of 4)

c) A review of the business’s customer service assessed across multiple service pillars,

d) A hardcopy report of the findings, and

e) Businesses scoring over 80% receive a Certificate and dated award logo decal (mailed to business), and digital copy of the awarded logo.

Fee exclusions

6.5 The Administration fee excludes any extra marketing material, advertising, or promotion.

Refund policy

6.6 The Administration fee is non-refundable in the event the Entrant withdraws from participation in the Awards for any reason whatsoever.

6.7 Where an Entrant receives a score under 80%, the Entrant is offered FREE entry into the awards for the following year.

6.8 Free Entry as described in clause 6.7 applies only to an entry in the following year and not for subsequent years.

6.9 A refund may be offered where Award Organisers deem that the business is not a correct fit for a customer service review or where extensive negative reviews for the business are observed.

7. REFEREES

You understand and agree

7.1 As a condition of entry, you are required to provide the contact details of 4 customers and 1 trade supplier to act as referees for your business.

7.2 Referees provided by you must be genuine in their customer or trade supplier relationship with your business within the previous 12 months.

7.3 Customer referees provided by you must not have been submitted in the Awards by you in the last two years.

7.4 Referees must not be employed by your business in any way.

7.5 Referees must not be related to the business owner or employees in any way.

7.6 We reserve the right to request proof of a genuine and independent customer or trade supplier relationship where we deem it necessary to do so.

7.7 Referees must be advised we will be calling, and have a voicemail option on their phone.

Calls

7.8 Referee calls will be recorded for quality assurance. Where a referee does not wish the call to be recorded, you will be asked to provide another referee.

7.9While we are confident that interviewing 4 referees provides consistency of results, you may request Award organisers to contact up to 8 customers at no additional cost.

7.10 You are responsible for notifying your referees that an Award representative will

a) be calling them to request a verbal reference about their business relationship with you,

b) ask specific questions relating to their customer or trade supplier relationship with your business

c) call them (on the number provided in the Award Entry Submission) during business hours, 9:00 am to 5:00 pm AEDST (Australian Eastern Daylight Savings Time) to document their references for judging.

7.11 Judging will commence and referees will be contacted in the two weeks following the category entry close date unless otherwise stated or advised by us.

7.12 To finalise your assessment, we need to successfully complete a verbal survey with at least three of your clients and one supplier.

7.13 An Australian based Awards representative will contact your referees until we have spoken with this minimum.

7.14 Therefore, please be aware that one of the four customer referees you supply is considered a substitute and may not be contacted.

7.15 If we cannot reach the minimum number of referees, you will be asked to supply more contacts.

7.16 Referee calls are confidential and will not be shared with any third parties.

7.17 The conversations we have with referees are confidential in order to allow them the space to open-up and give genuine feedback. We will not link their names to any specific scores or comments they have given.

8. AWARDS / WHAT ENTRANTS RECEIVE

8.1 Depending on the judging score attained, the possible awards statuses are:

  • Highly Recommended – awarded to business who achieve an overall score over 80%.
  • State Winner – awarded to the highest scoring business (over 90%) in each state, per category. Note if in the Specialised Services category a State Winner is only awarded to those scoring over 98%.
  • National Winner – awarded to the highest scoring business in a category with three or more entrants. If a lesser number is received for any category, those entries will be placed in the Specialised Services category as detailed in 3.8.

 

8.2 Depending on the award obtained, Entrants will receive the following:

  • Under 80%: Report with advice on steps to take for improvement.
  • Highly Recommended: Report, Media Release, Certificate, Window Decal, Digital Highly Recommended, Logo, Listing on Australian Achiever Awards Website.
  • State Winner: Report, Media Release, Certificate, Window Decal, Digital Winners Logo, Listing on Australian Achiever Awards Website, Promotion across Australian Achiever Social Media.
  • National Winner: Report, Detailed Media Release, Framed Certificate, Window Decal, Digital Winners Logo, Listing on Australian Achiever Awards Website, Several promotions across Australian Achiever Social Media, Promotional image, Winner’s Trophy, Photo on Australian Achiever Awards Website.

9. JUDGING CRITERIA

9.1 The judging process is solely based on telephone surveys with customers and trade suppliers.

9.2 The survey includes the following judging criteria upon which scores are based:

  • Overall Perception
  • Timeliness
  • Communication
  • Understanding of customer needs
  • Friendliness / Politeness
  • Care and Attention
  • Presentation / Cleanliness
  • Value
  • Strengths
  • Areas needing improvement
  • Referral
  • Ethics

9.3 Scorecard measurement is based solely on customer service issues.

9.4 We award businesses based on their Overall Score, whilst also providing benchmark feedback scores on the following Customer Service Pillars:

  • Timeliness, Client Needs, Care and Attention, Value, Attitude, Communication, Referral and Overall Perception.

9.5 Additional client feedback is also provided relating to Strengths, Weaknesses and general comments.

9.6 Important Note: The Overall Score is not an average of the Customer Service Pillars scores. The amount of questions for each pillar differs and cannot be weighted evenly.

9.7 Results are influenced by your referees and the confidential conversations we have with them.

9.8 You understand and agree the scores obtained through the survey and judging process are final. Results cannot be reassessed or debated.

10. ENTRANT RESPONSIBILITIES

As an Award Entrant, there are certain expectations and undertakings required of you including but not limited to the following and you warrant (promise) –

10.1 That information you submit for your account and on the entry form is truthful and up to date.

10.2 That your nominated referees are true customers and supplier who have conducted business with you in the last 12 months.

10.3 That you notify your referees that they will be contacted by an Awards representative between 9.00 am to 5.00 pm AEDST.

10.4 That you respect the judging calls and conversations with referees are confidential and that you refrain absolutely from questioning your referees for details about the survey call questions and answers.

10.5 That you display your awarded logo in your marketing but must remove it if asked to do so.

10.6 That you do not amend your awarded logo in any way without prior consent from the Award.

10.7 If you become a National Winner you agree to allow us to take a photo of you with the trophy, or if the winner’s pack is posted to you, you agree to take a photo of your team with the trophy and supply it to us for promotional use.

11. INTELLECTUAL PROPERTY

You understand and agree

11.1 All intellectual property rights related to the Australian Achievers Awards, including the information and data we collect, belong to the Australian Achiever Pty Ltd.

11.2 While you own the intellectual property owned before entering the Awards, you assign, including by way of a present assignment, and assignment of all rights that may arise in the future, all intellectual property rights related to any materials that arise in relation to your participation in the Australian Achievers Awards.

Award promotions
You understand and agree

11.3 The Australian Achievers Awards may use your public business information in any way in any material which promotes the Awards.

11.4 To allow the Award Organisers to contact you to provide comments about the Awards and to take photos or video footage of you, your business and your representative(s), and use any of the material collected as part of your participation.

11.5 If we do use any of the materials listed above, you grant us a royalty-free, perpetual and irrevocable licence to use the materials for promotional purposes.

11.6 To be available for a Winners Presentation.

11.7 Where you receive an award as National Winner, you will take a photo of your trophy with your team or in your business and provide this to us for promotional use.

11.8 To allow us to share your photo on our website, social media and any marketing.

Use of Australian Achievers Awards Logo

11.9 A digital copy of the Australian Achiever Awards logo, with the Entrant’s business’s level of achievement and dated with the year of Award, is provided to all Entrants achieving over 80%.

11.10 Use of the logo implies endorsement of a business’s customer service delivery for 12 months.

11.11 When using an Australian Achiever Awards Logo, it is your responsibility to ensure you are only using a logo you have been authorised to use and marked with the year of your achievement.

11.12 The logo must not be altered in any way (excluding size scaling).

11.13 The Australian Achiever logo ™ is Trademark protected.

11.14 We reserve the right to withdraw authorisation of use of the logo by any business that demonstrates it no longer respects the principle of quality customer service.

11.15 The logo must not be altered in any way without prior permission from us.

12. AWARD CONDITIONS

12.1 You are only eligible to win one prize per category.

12.2 We reserve the right to withdraw an award if there are no eligible entrants to receive that award.

12.3 By accepting an award, you agree to participate in and co-operate as required with all reasonable marketing activities relating to the award including but not limited to being interviewed and photographed.

12.4 We reserve the right to use your comments, image and name for advertising and publicity purposes in any media in perpetuity without compensation.

12.5 An award cannot be transferred, exchanged or redeemed for cash.

12.6 All other expenses associated with the awards are the responsibility of the winners.

13. GENERAL CONDITIONS

13.1 We reserve the right, at any time, and in our sole discretion to

a) request entrants to provide proof of identity and/or proof of valid entry

b) disqualify any entrant who we have reason to believe has breached any of these terms and conditions; or

c) disqualify any entrant engaged in any unlawful or other improper conduct or any conduct calculated to jeopardise the fair and proper conduct of the Awards process.

Entries

13.2 Entries are accepted at the time of receipt by us.

13.3 We will not be held liable for any entries not received for any reason during the application period.

Award items – certificates/trophies

13.4 We are not liable for any Award item that may be lost, stolen, forged, damaged or tampered with in any way after it leaves our possession.

14. FORCE MAJEURE EVENTS (EVENTS OUTSIDE OUR CONTROL)

14.1 A Force Majeure event is an event outside our control that delays or hinders our ability to perform its obligations under this Agreement.

14.2 A Force Majeure event includes but is not limited to fire, flood, earthquake or similar natural disasters, riot, war, terrorism, civil strife, labour disputes or disturbances, industry-wide material or services shortages outside our reasonable control, an outbreak of pandemic disease, governmental regulations, communication, technology or utility failures, computer virus or unauthorised tampering.

14.3 Australian Achiever’s Awards shall not be deemed in breach of this Agreement for delay in performing, or failure to perform, any of its obligations under this agreement if such delay or failure result from Force Majeure events.

14.4 Upon the occurrence of any Force Majeure Event, Australian Achiever’s Awards shall give notice to Entrants of its inability to perform or of delay in completing the Awards Services and shall propose revisions to the schedule for completion of the Services or termination services and this Agreement where it is determined that performance is not possible because of the duration of effect of the Force Majeure event.

15. LIMITATION OF LIABILITY

15.1 We exclude all warranties in relation to the quality, suitability or merchantability of an award, except those that cannot be excluded by law.

15.2 To the fullest extent permitted by law, any liability of the Australian Achievers Awards or its employees or agents for breach of any rights a consumer may have which are unable to be excluded under Australian Law is limited to the payment of the costs of having the award supplied again.

15.3 To the extent permitted by law, we are not liable for any loss (including indirect and consequential loss) or damage or personal injury suffered or sustained in connection with the Awards including the supply of goods or services by any person to the Award winners, and where applicable to any persons accompanying the Award winners.

15.4 You will indemnify us and our officers, employees or agents against any loss or liability from any claim or action that arises as a result of a breach of these terms by you, or your use of the materials or information supplied by you under these Terms.

Thank you for reading these Terms and Conditions.  By proceeding with your Entry application, you are deemed to have read, understood, and agreed to be bound by these terms.

 

Welcome to the Australian Achievers Awards.

Best of luck with your entry.