Code of Conduct

At Autonox, we’re committed to providing a professional, respectful and safe service for every customer, engineer, contractor and member of our team.

This Code of Conduct explains the standards we expect from everyone who interacts with our business.

1. Respectful communication

We ask all customers, team members, engineers and contractors to communicate respectfully.

We will always aim to be polite, helpful and professional. In return, we expect the same from customers and anyone contacting us.

We do not tolerate abuse, harassment, threats, intimidation, discrimination, aggressive behaviour or personal insults towards our staff, engineers, contractors or customers.

2. Customer service standards

We aim to provide clear information, honest guidance and professional support at every stage of the customer journey.

This includes:

Helping customers choose suitable products and services

Confirming vehicle and product compatibility where required

Explaining relevant processes clearly

Handling enquiries and concerns professionally

Taking complaints seriously and working to resolve them fairly

3. Engineer and contractor standards

All engineers and contractors working with or on behalf of Autonox are expected to:

Work to high professional standards

Hold appropriate approvals, registrations, insurance and qualifications where required

Treat customers, vehicles and property with care and respect

Arrive prepared and act professionally at all times

Follow relevant product, safety, quality and compliance requirements

Cooperate with reasonable quality checks, audits or reviews

4. Customer responsibilities

Customers are expected to:

Provide accurate vehicle and contact information

Ensure the vehicle is accessible at the agreed appointment time

Treat our team and engineers respectfully

Raise concerns promptly so we can help resolve them

Follow any aftercare, usage or support guidance provided

5. Safety and security

Vehicle security products and services must be handled responsibly.

We will not provide advice, instructions or support that could compromise vehicle security, assist theft, bypass security systems or place customers, vehicles, engineers or the public at risk.

We may refuse service, cancel appointments or stop communication where we believe there is a safety, security, legal or conduct concern.

6. Complaints and concerns

If something goes wrong, we want the opportunity to put it right.

Most issues can be resolved quickly by speaking with us first. If a matter cannot be resolved by telephone, we may ask for the concern to be put in writing so it can be reviewed properly.

Serious complaints, regulatory concerns will be treated with high priority and reviewed accordingly.

7. Unacceptable behaviour

We reserve the right to refuse service, end communication, cancel appointments or restrict future access to our services if someone behaves in a way that is abusive, threatening, dishonest, discriminatory, unsafe or unreasonable.

This includes behaviour towards our staff, engineers, contractors, suppliers or customers.

8. Fairness and professionalism

We are committed to dealing with customers fairly and professionally. We expect the same standard from everyone involved with Autonox.

This Code of Conduct helps us protect our customers, our team, our engineers and the quality of the service we provide.