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TERMS & CONDITIONS
Company name: Bonnert Acoustics Limited
Company number: 17303192
Registered office: 3 Hagley Court South, The Waterfront, Level Street, Brierley Hill, West Midlands, DY5 1XE
Email: enquiries@bonnertacoustics.com
Website: www.bonnertacoustics.com
1. DEFINITIONS & INTERPRETATION
1.1 "The Company" means Bonnert Acoustics Ltd (Company Number 17303192).
1.2 "The Client" means the person, firm, company or other organisation identified as the client in the Quote and responsible for instructing and paying the Company
1.3 "Services" means the acoustic consultancy and related services specifically described in the Quote, together with any Variations subsequently agreed in writing.
1.4 "Quote" means the Company’s fee proposal, quotation or scope of services to which these Terms apply, including any project-specific assumptions, exclusions, fees and programme stated within it.
1.5 "Deliverable" means any report, assessment, calculation, drawing, specification, schedule, advice, survey data or other document or information produced by the Company as part of the Services
1.6 “Business Client” means a Client acting for purposes relating wholly or mainly to its trade, business, craft or profession.
1.7 “Consumer Client” means an individual acting for purposes wholly or mainly outside that individual’s trade, business, craft or profession.
1.8 “Project” means the site, development, property, dispute or other matter identified in the Quote.
1.9 “Working Day” means any day other than a Saturday, Sunday or public holiday in England.
1.10 “Variation” means any change to, extension of or addition to the Services described in the Quote.
1.11 “Completion” means the date on which the Company issues the final Deliverable or otherwise confirms that the Services described in the Quote are complete, or the date on which the appointment is terminated, whichever occurs first.
1.12 References to “writing” or “written” include email. References to legislation include that legislation as amended, extended or replaced. The words “including”, “includes” and “in particular” shall not limit the words preceding them.
2. ACCEPTANCE & CONTRACT FORMATION
2.1 These Terms form part of the Quote and apply to all Services provided by the Company unless the Company expressly agrees otherwise in writing.
2.2 The Client accepts the Quote and these Terms by:
a. signing and returning the Quote or any acceptance form;
b. confirming acceptance by email;
c. issuing a purchase order or other written instruction to proceed; or
d. instructing or permitting the Company to commence the Services.
The Client confirms that it received or was given access to these Terms before accepting the Quote.
2.3 Any terms contained in a Client purchase order, appointment, portal, instruction or other document shall not apply unless the Company expressly accepts those terms in writing. A purchase order shall otherwise be treated as an administrative document only.
2.4 If there is any conflict between the contract documents, the following order of precedence shall apply:
a. any written amendment expressly signed or accepted by both parties;
b. the project-specific Quote;
c. these Terms; and
d. any other document referred to in the Quote.
2.5 The Client warrants that the person accepting the Quote and anyone subsequently issuing instructions on its behalf has authority to bind the Client.
2.6 Where the Client instructs the Company on behalf of another person, the Client shall remain responsible for payment of the Company’s invoices unless the Company expressly agrees in writing to contract solely with that other person and reissues the Quote accordingly.
3. SCOPE OF SERVICES
3.1 The Company shall provide only the Services specifically described in the Quote. Any service, assessment, attendance, design responsibility or deliverable not expressly described in the Quote is excluded.
3.2 Where a Variation is requested or becomes reasonably necessary, the Company shall notify the Client of any reasonably foreseeable effect on fees and programme. The Company shall not be required to undertake a material Variation until the Client has instructed it in writing.
Variations shall be charged:
a. at the rates or fees stated in the Quote;
b. at a separate fee agreed in writing; or
c. where no fee has been agreed, on a time-charge basis at the Company’s rates notified to the Client before the additional work is undertaken.
3.3 The Company may decline a Variation where it is outside the Company’s competence, resources, insurance cover or reasonable availability, or where it would place the Company in breach of a legal, regulatory or professional obligation.
3.4 The Services and fees are based on the project information, design, programme, site conditions and assumptions identified in the Quote. Any material change may require a Variation, revised programme or revised fee.
3.5 The Company may rely upon drawings, specifications, calculations, survey information, plant data and other information supplied by the Client or third parties without independently verifying it, unless independent verification is expressly included within the Services.
The Company shall notify the Client if it identifies an inconsistency or error which would be apparent to a reasonably competent acoustic consultant performing the agreed Services.
3.6 The Company shall perform the Services with the reasonable skill, care and diligence expected of a reasonably competent acoustic consultant providing services of a similar nature at the relevant time.
The Company does not warrant or guarantee that planning permission, Building Regulations approval, licensing approval, statutory consent, funding or any other third-party approval will be obtained.
3.7 Unless expressly included in the Quote, the Company is not responsible for:
a. the design, specification or work of other consultants;
b. construction workmanship or contractor compliance; or
c. inspecting concealed construction or inaccessible areas.
4. FEES & PAYMENT
4.1 The fees are stated in the Quote and exclude VAT unless expressly stated otherwise. VAT shall be charged at the prevailing rate where applicable.
4.2 For Clients with an approved credit account, unless the Quote states otherwise, invoices issued are payable within 30 days of the invoice date.
4.3 Unless the Quote states otherwise, where the Client is a Consumer Client, or is a Business Client who has not been granted an approved credit account, the fee shall be payable in cleared funds before release of the final Deliverable. Any advance-payment requirement applicable to a Consumer Client is subject to the Consumer Cancellation Schedule.
4.4 Business Clients: The Company reserves the right to claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.
Consumer Clients: The Company may claim interest or recovery costs only to the extent permitted by law and where fair and proportionate in the circumstances.
4.5 The Client shall notify the Company promptly if it disputes an invoice, identifying the disputed amount and the reasons for the dispute. Any undisputed amount shall remain payable by the due date. A failure to raise a dispute promptly shall not prevent the Client from raising a genuine error subsequently identified.
4.6 If an invoice remains overdue, the Company may suspend the Services or withhold further Deliverables after giving the Client not less than seven days’ written notice. The Company shall not be responsible for any resulting delay and may revise the programme and charge reasonable remobilisation costs following payment. The Company may terminate the appointment where the overdue amount remains unpaid following the notice and remedy period stated in Clause 10.
4.6 Travel, accommodation, subsistence, parking, access charges, courier costs, laboratory charges and specialist equipment hire shall be charged only where:
a. expressly excluded from the Quote;
b. identified as a reimbursable expense in the Quote; or
c. approved by the Client before the cost is incurred.
Normal UK travel expenses shall be treated as included where the Quote expressly states that the fee is inclusive of expenses.
4.7 Subject to any mandatory legal rights of a Consumer Client, the Company may withhold final Deliverables until all invoices which are due and undisputed have been paid in cleared funds.
4.8 The Company may issue:
a. interim invoices at the stages stated in the Quote;
b. monthly invoices for Services continuing for more than one month;
c. invoices for completed Variations; and
d. invoices for reasonable work in progress where the Project is delayed or suspended.
4.9 A Business Client shall pay undisputed invoices without set-off, counterclaim, deduction or withholding, except where required by law.
4.10 Where the Housing Grants, Construction and Regeneration Act 1996 applies to the appointment, the mandatory payment and adjudication provisions of that Act and the Scheme for Construction Contracts shall apply to the extent required by law. In the event of conflict, those mandatory provisions shall prevail.
5. CLIENT OBLIGATIONS
5.1 The Client shall provide, in a timely manner:
a. safe and reasonable access to relevant sites and premises;
b. current drawings, specifications and project information;
c. details of relevant planning conditions, criteria and statutory requirements;
d. contact information for relevant site personnel; and
e. any other information reasonably required to perform the Services.
5.2 Before any site attendance, the Client shall notify the Company of all known or reasonably foreseeable hazards, including asbestos, unsafe structures, contaminated land, confined spaces, working-at-height requirements, aggressive occupants, security risks and site-specific health and safety rules.
5.3 Where the Client fails to provide required information, access, approvals or instructions, the Company may:
a. extend the programme;
b. suspend the affected Services; and
c. charge reasonable additional costs arising from the delay.
5.4 The Client shall use reasonable endeavours to ensure that information supplied to the Company is accurate, complete and current and shall promptly notify the Company of any material change.
5.5 Where unattended equipment is to be installed, the Client shall use reasonable endeavours to provide a location which is secure, suitable, accessible and reasonably protected from interference, theft, vandalism and accidental damage.
5.6 The Client shall take reasonable steps to protect the Company’s equipment while it is situated within an area under the Client’s possession or control.
The Client shall be responsible for loss of or damage to the equipment only to the extent caused by:
a. the Client’s negligence or wilful act;
b. a breach of agreed security arrangements; or
c. the negligence or wilful act of a person for whom the Client is responsible.
Any liability under this clause shall be limited to the reasonable repair or replacement cost, less any amount recovered by the Company under its insurance.
5.7 Where a survey cannot be completed or produces unsuitable data because of weather, access restrictions, abnormal site activity or other conditions outside the Company’s reasonable control, the Company shall notify the Client. Any repeat attendance or additional monitoring shall be treated as a Variation and shall not be undertaken without the Client’s approval, except where immediate action is reasonably required to protect equipment or preserve usable data.
5.8 The Client shall obtain any landowner, tenant, occupier, highway, security or other permission required for the Company to access the site and install equipment, unless the Quote expressly states that the Company will obtain it.
5.9 Where a pre-arranged attendance cannot proceed because access, permission, site readiness or a required representative is unavailable, the Company may charge the reasonable time and expenses incurred.
6. PROGRAMME & TIMESCALES
6.1 The Company shall use reasonable endeavours to meet any programme stated in the Quote. Unless expressly described as a fixed contractual deadline, dates and timescales are estimates only.
6.2 The Company shall not be responsible for delay caused by matters outside its reasonable control, including:
a. adverse weather;
b. delayed access or information;
c. changes to the Project;
d. third-party or Local Authority delay;
e. equipment damage or interference not caused by the Company; or
f. delay by the Client or other members of the project team.
6.3 Where the Quote expressly includes am Urgent Attendance service, the Company shall use reasonable endeavours to attend within the period stated in the Quote, subject to:
a. written confirmation of availability by the Company;
b. receipt of instruction and any required payment by the stated cut-off time;
c. suitable access and site conditions; and
d. weather and health and safety conditions permitting the attendance.
If the Company does not attend within the agreed Urgent Attendance period for reasons within its reasonable control, the Company shall refund any additional premium. The underlying survey or consultancy fee shall remain payable.
7. REPORTS & DELIVERABLES
7.1 The Deliverables are prepared for the Client for the Project and purpose identified in the Quote. The Client may reproduce and disclose the Deliverables to:
a. members of the project team;
b. contractors and specialist suppliers;
c. statutory authorities and Local Planning Authorities;
d. funders, purchasers and professional advisers; and
e. other persons reasonably involved in the Project,
solely for the Project and stated purpose.
Such disclosure does not give any recipient a right to rely upon the Deliverables.
7.2 The Deliverables reflect the project information, design, survey conditions, site conditions, standards and guidance prevailing when the Services were undertaken. The Deliverables should not be relied upon following a material change or more than 12 months after issue without the Company’s written confirmation that they remain suitable.
7.3 The Company shall not be responsible for any loss arising from:
a. use of a Deliverable for a project or purpose for which it was not prepared;
b. misleading alteration or reproduction;
c. use of an incomplete or superseded draft;
d. failure to implement the Company’s recommendations; or
e. implementation which materially departs from the Company’s recommendations.
7.4 No third party may rely upon a Deliverable without the Company’s prior written agreement. The Company may require:
a. a reliance letter or collateral warranty;
b. confirmation of the intended purpose and recipient;
c. an appropriate liability cap; and
d. payment of an additional fee.
Unless expressly agreed otherwise, a person who is not a party to the contract shall have no rights under the Contracts (Rights of Third Parties) Act 1999.
7.5 Draft Deliverables are issued for review and discussion only and shall not be relied upon for construction, procurement, statutory submission or any other final purpose unless the Company expressly confirms otherwise.
7.6 The issue of a recommendation, design requirement or specification does not mean that the Company has checked its implementation. Any inspection or verification of completed work must be expressly included in the Quote.
8. INTELLECTUAL PROPERTY
8.1 Copyright and all other intellectual property rights in the Deliverables and in the Company’s methods, templates, calculation tools and standard details shall remain vested in the Company.
8.2 Once all sums properly due in respect of the relevant Deliverables have been paid, the Company grants the Client a non-exclusive, royalty-free licence to use, reproduce and distribute those Deliverables solely for the Project and purpose identified in the Quote.
8.3 The licence does not permit:
a. use for another project, site or purpose;
b. material alteration without the Company’s written approval;
c. extraction or reproduction in a manner which is misleading or removes relevant qualifications;
d. commercial resale of the Deliverables; or
e. the creation of third-party reliance rights without the Company’s written agreement.
8.4 The Company shall have no liability arising from any use of a Deliverable which is outside the licence granted by this clause.
8.5 Subject to any mandatory legal rights of a Consumer Client, the licence shall be suspended while any invoice relating to the relevant Deliverables remains overdue and undisputed.
8.6 The Client grants the Company a non-exclusive licence to use drawings, specifications, photographs, data and other information supplied by or on behalf of the Client to the extent necessary to perform the Services.
8.7 Unless a longer period is expressly agreed, the Company may securely dispose of working files, raw monitoring data and project records after six years from Completion, subject to any legal, regulatory or insurance requirement to retain them for longer.
9. LIABILITY & INDEMNITY
9.1 The Company shall perform the Services with the reasonable skill, care and diligence expected of a reasonably competent acoustic consultant experienced in providing services of a similar scope, nature and complexity at the relevant time.
9.2 Subject to clause 9.8, the Company’s total aggregate liability arising out of or in connection with each Quote, whether in contract, tort including negligence, breach of statutory duty, misrepresentation or otherwise, shall not exceed:
a. the liability cap expressly stated in the Quote; or
b. where no liability cap is stated in the Quote, £1,000,000.
9.3 The Company maintains professional indemnity insurance at the level stated in the Quote or, where no level is stated, at a limit of £1,000,000 (subject to its continuing availability on commercially reasonable terms, or as required by the project through written agreement from The Company). Evidence of current cover shall be provided on reasonable written request. The existence of insurance shall not increase the Company’s liability beyond the contractual cap.
9.4 Subject to clause 9.8, the Company shall not be liable to a Business Client for:
a. indirect or consequential loss;
b. loss of profit;
c. loss of revenue;
d. loss of business or anticipated business;
e. loss of opportunity; or
f. loss of goodwill,
except to the extent that the relevant loss constitutes a direct and reasonably foreseeable consequence of the Company’s breach and cannot lawfully be excluded.
9.5 The Company shall not be liable to the extent that any loss is caused or contributed to by:
a. inaccurate, incomplete or misleading information supplied by the Client or others;
b. a failure to follow the Company’s recommendations;
c. a change to the design, equipment, site or Project after the relevant Services were performed;
d. the design, workmanship, breach or negligence of another consultant, contractor, supplier or third party; or
e. any matter outside the agreed scope of Services.
9.6 Where two or more persons are responsible for the same loss, the Company’s liability shall be limited to the amount which it would be just and equitable for the Company to pay having regard to the extent of the Company’s responsibility. This calculation shall be made on the assumption that all other responsible persons had paid the amount which it would be just and equitable for them to pay, without regard to any limitation of liability, settlement, insolvency or inability to pay affecting those persons.
9.7 To the fullest extent permitted by law, no proceedings arising out of or in connection with the Services may be commenced against the Company more than six years after Completion.
9.8 Nothing in the contract excludes or limits liability for:
a. death or personal injury caused by negligence;
b. fraud or fraudulent misrepresentation; or
c. any other liability which cannot lawfully be excluded or limited.
9.9 Nothing in these Terms affects a Consumer Client’s statutory rights, including the right to have the Services performed with reasonable care and skill.
9.10 Each party shall take reasonable steps to mitigate any loss for which it seeks to recover from the other.
10. TERMINATION & CANCELLATION
10.1 Either party may terminate the appointment by written notice if the other party commits a material breach and, where the breach is capable of remedy, fails to remedy it within 14 days after receiving written notice identifying the breach and requiring it to be remedied.
10.2 A Business Client may terminate the appointment for convenience by giving the Company not less than seven days’ written notice.
The Client may terminate for convenience on 7 days’ written notice.
10.3 On termination, the Client shall pay:
a. fees for Services properly performed up to the termination date;
b. reasonable fees for work in progress;
c. unavoidable third-party and committed costs;
d. reasonable demobilisation and cancellation costs; and
e. any other sums which had already become due.
The Company shall provide reasonable supporting information for such charges on request.
10.4 The Company may terminate the appointment immediately or on reasonable written notice where:
a. continued performance would be unlawful or professionally improper;
b. the Client requires the Company to act outside its competence or insurance cover;
c. the site is unsafe and the risk is not promptly remedied;
d. the Client becomes insolvent, subject to any statutory restriction on insolvency-related termination; or
e. an overdue payment remains unpaid following the notice given under Clause 4.
10.5 Following payment of all properly due sums, the Company shall provide the Client with any completed Deliverables for which payment has been made. The Company shall not be required to complete unfinished Deliverables after termination.
10.6 A Consumer Client’s statutory cancellation rights are set out in the Consumer Cancellation Schedule, which shall take precedence over this clause where applicable.
11. SUB-CONSULTANTS
11.1 The Company may appoint suitably qualified specialist subconsultants to perform part of the Services where reasonably appropriate.
11.2 The Company shall remain responsible to the Client for Services performed by its subconsultants as if those Services had been performed by the Company.
11.3 Any specialist subconsultant cost not included in the Quote shall require the Client’s written approval before it is incurred.
12. CONFIDENTIALITY & DATA PROTECTION
12.1 Each party shall keep confidential all technical, commercial and personal information received from the other in connection with the Services and shall not disclose it except:
a. where reasonably necessary for the Project;
b. to employees, professional advisers, insurers, subconsultants or project-team members who are subject to appropriate confidentiality obligations;
c. where required by law, court order or a regulatory authority;
d. where the information is already lawfully in the public domain;
e. where it was lawfully known to the receiving party before disclosure; or
f. where it is lawfully received from an independent third party.
12.2 Each party shall comply with applicable data protection legislation. The Company will process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Company's privacy policy available at www.bonnertacoustics.com/privacystatement
12.3 The Company may use genuinely anonymised project information for internal training, experience records and marketing.
The Company shall obtain the Client’s prior written consent before publishing:
a. the Client’s name or logo;
b. an identifiable project name or address;
c. identifiable photographs; or
d. confidential technical or commercial information.
13. HEALTH & SAFETY
13.1 The Company shall comply with applicable health and safety legislation when performing the Services.
13.2 The Company may refuse to enter or remain at a site where it reasonably considers conditions unsafe, or where relevant hazards, inductions, access arrangements or protective requirements have not been adequately addressed.
13.3 The Client shall provide the Company with relevant site rules, risk information, emergency arrangements and induction requirements before attendance.
13.4 Roof access, confined-space entry, work from boats, and access to other specialist or high-risk activities are excluded unless expressly included in the Quote and supported by suitable access arrangements and risk controls.
14. INSURANCE
14.1 The Company shall maintain professional indemnity insurance at the level stated in the Quote during the performance of the Services and shall provide evidence of current cover on reasonable written request.
14.2 Subject to such insurance remaining available in the market on commercially reasonable terms, the Company shall use reasonable endeavours to maintain professional indemnity insurance for six years following Completion. The Company shall notify the Client if it becomes aware that the relevant insurance is no longer available on commercially reasonable terms.
15. FORCE MAJEURE
15.1 Neither party shall be liable for delay or failure to perform an obligation, other than an obligation to pay an amount already due, where caused by an event beyond that party’s reasonable control.
15.2 The affected party shall:
a. notify the other party as soon as reasonably practicable;
b. explain the anticipated effect on the Services; and
c. take reasonable steps to reduce the delay or disruption.
15.3 The programme shall be extended by a reasonable period having regard to the effect of the event.
15.4 If the event prevents substantial performance for more than 60 consecutive days, either party may terminate the affected Services by written notice. The Client shall pay for Services performed and unavoidable costs incurred up to termination.
16. GENERAL
16.1 No variation of the contract shall be effective unless agreed in writing, including by email, by authorised representatives of both parties.
16.2 If any provision is found to be invalid or unenforceable, it shall be treated as modified to the minimum extent necessary to make it valid and enforceable. If modification is not possible, it shall be deleted without affecting the remaining provisions.
16.3 A failure or delay in exercising a right shall not constitute a waiver of that right. A waiver shall be effective only where confirmed in writing and shall apply only to the circumstances for which it was given.
16.4 The Client shall not assign, transfer or otherwise dispose of the contract or any right to rely upon a Deliverable without the Company’s prior written consent. The Company may assign the contract to a successor acquiring substantially all of the Company’s relevant business, provided that this does not materially reduce the Client’s contractual rights.
16.5 Subject to any statutory rights of a Consumer Client, the Quote, these Terms and any written Variations constitute the entire agreement between the parties in relation to the Services and supersede previous discussions and correspondence relating to the same subject matter. Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.
16.6 Any notice under the contract shall be in writing and sent:
a. by email to the address stated in the Quote or most recently notified for contractual notices; or
b. by prepaid first-class post to the registered office or principal business address of the recipient.
An email shall be treated as received on the next Working Day after transmission, provided that the sender has not received an automated delivery-failure notice.
16.7 Electronic signatures, scanned signatures and acceptance by email shall have the same effect as original signatures.
16.8 Nothing in the contract creates a partnership, joint venture, employment relationship or agency between the parties.
16.9 Clauses relating to payment, intellectual property, confidentiality, data protection, liability, dispute resolution and governing law shall continue after Completion or termination.
16.10 The Company shall notify the Client if it becomes aware of an actual conflict of interest which materially affects the Services. The Company may decline or cease to act where the conflict cannot reasonably be managed.
17. GOVERNING LAW & JURISDICTION
17.1 The contract and any non-contractual obligations arising from it shall be governed by the law of England and Wales.
17.2 Business Clients: The courts of England and Wales shall have exclusive jurisdiction.
Consumer Clients: Nothing in this clause shall deprive a Consumer Client of any mandatory right to bring proceedings in the courts of the part of the United Kingdom in which the Consumer Client lives.
17.3 The parties shall use reasonable endeavours to resolve a dispute initially through good-faith negotiation.
Where appropriate, the parties shall consider mediation before commencing court proceedings.
Nothing in this clause prevents either party from:
a. commencing adjudication where the Construction Act applies;
b. seeking urgent injunctive or protective relief;
c. taking steps necessary to preserve a limitation period; or
d. commencing straightforward proceedings to recover an undisputed debt.
17.4 Where the contract is a construction contract within the meaning of the Housing Grants, Construction and Regeneration Act 1996, either party may refer a dispute to adjudication at any time in accordance with that Act.
ACCEPTANCE
By signing the Quote, confirming acceptance by email, issuing an instruction to proceed or permitting the Company to commence the Services, the Client confirms that:
a. it has received and reviewed the Quote and these Terms;
b. the person giving the instruction has authority to bind the Client;
c. the Client accepts responsibility for payment of the Company’s fees; and
d. the Client agrees to be bound by the Quote and these Terms.
Where the Client is a Consumer Client, this acceptance is subject to the Consumer Cancellation Schedule.
19. Consumer Cancellation Schedule
19.1 A Consumer Client may cancel the contract within 14 days after the contract is made without giving any reason.
19.2 The Consumer Client may cancel by sending a clear written statement to:
Bonnert Acoustics Ltd
enquiries@bonnertacoustics.comThe Consumer Client may use the model cancellation form below but is not required to do so.
19.3 The Company shall not commence the Services during the cancellation period unless the Consumer Client expressly requests this in writing.
19.4 Where the Consumer Client requested that the Services begin during the cancellation period and subsequently cancels before the Services are fully performed, the Consumer Client shall pay a reasonable and proportionate amount for Services properly performed up to the time cancellation was communicated.
19.5 Where the Services have been fully performed during the cancellation period following the Consumer Client’s express request and acknowledgement that the cancellation right would be lost on full performance, the Consumer Client will no longer have the statutory right to cancel after full performance.
MODEL CANCELLATION FORM
To: Bonnert Acoustics Ltd, enquiries@bonnertacoustics.com
I/We hereby give notice that I/We cancel my/our contract for the following services:
Services: ______________________________
Project: _______________________________
Contract date: _________________________
Consumer name: ________________________
Consumer address: ______________________
Signature, if sent on paper: _____________
Date: __________________________________
21. Complaints Procedure
The Client should raise any concern initially with the consultant responsible for the Project.
A formal complaint may be submitted to [enquiries@bonnertacoustics.com] and should identify the Project, the issue complained of and the outcome sought.
The Company shall:
a. acknowledge the complaint within five Working Days;
b. investigate it fairly; and
c. aim to provide a substantive response within 20 Working Days.
Where additional time is reasonably required, the Company shall explain the reason and provide a revised response date.