Tassie Mums

COLLECTION POLICY - SOUTHERN

For those collecting directly from our Kingston HQ the following are some guidelines to ensure that we can quickly, efficiently and safely fill requests for aid.

1. When you first contact Tassie Mums you will be asked to register. These details are to ensure we are working with appropriate organisations and can contact you in regard to any orders you have made. You will then be sent the link to our online Order Form. All information provided within the order form is kept strictly confidential and is used only by Tassie Mums for the work we do.
2. When you register you will be signed up to our caseworker's newsletter with an option to sign up to our public Newsletter also, you can unsubscribe from either at any time.
3. All orders must be placed via our online order form and we recommend that you complete one order form per family. If you cannot find an item you are looking for on our order form, please make a comment in the Additional Comments box at the end of the form.
4. If you need to make changes or cancel an order once it has been submitted please email us at orders@tassiemums.org
5. To avoid duplication of orders, please let us know if any other agency or service is supporting your family/child. We respect your client’s privacy and ask only for first name and initial of surname, we understand in certain circumstances this may not be possible. All order form information is kept in strict confidence and use only by Tassie Mums for the work we do.
6. When placing multiple orders at one time we recommend using initials or some other identifying number (eg fam1, fam2) to help differentiate your orders. This note can be place in the Additional Comment box and Tassie Mums will place this onto your order. 
7. Tassie Mums is entirely dependent on donations to fill orders and particularly for larger items may not always be able to fill all requests. If this is the case, we will email you prior to collection and provide written notification also upon collection.
8. Once your Order is ready for collection you will be notified by email and sent a link to schedule a collection day/time.  Please be sure to check all your emails including Junk/Spam for collection order notification. Your order is generally ready for collection within 2-3 working days.
   • Tassie Mums is located at 70A Browns Rd, Kingston (directly off the Firthside exit from the Outlet and next door to VOS Construction)
   • Our location is a private address open to caseworkers and volunteers only for this reason our building has very little signage, you will know you are in the right place by the mural at our front door.
   • There is plenty of parking either in the bays marked GYM or alongside the building.
   • HQ is open Tuesday, Wednesday & Thursday 9:30am – 2pm during school Terms. Please check our open hours during school holidays before visiting.
9. Collection slots are at 10-minute intervals to allow us to assist you to your car and with any other items you may need.  If you are running late, please don’t be concerned you may just need to wait a moment while we assist another caseworker. If you need to cancel a collection, you can rebook online at any time.
10. If a colleague or volunteer is collecting an Order on your behalf, please ensure that you forward the Order email or provide the person collecting with a hard copy so they are aware of how many and what type of items they are collecting.  You can also email us to let us know.
11. Please ensure that all communication with our team and their personal contact details are kept private and confidential. You must not pass on our details to your client.
12. When you arrive at HQ it is helpful if your are wearing your workplace identification.
13. Please do not ask Tassie Mums to make deliveries directly to your client as this is not possible.
14. Please do not bring clients to Tassie Mums HQ when collecting orders.
15. Returning Items - should you need to return items to Tassie Mums for any reason (i.e., client leaving service, wrong sizing, excess to needs etc) we can accept returns that are in original condition in which they were given or clean condition.  We also love to reuse our clothing bundle boxes. 
16. Tassie Mums has a strong social media presence which allows us to network effectively in the community to source essential material aid in a timely manner. You may be asked to pose for a photo and tell us something about your work and the reason for requesting goods as a case study. We understand that in some instances this may not be possible, or you require permission from your organisation.
17. If you would like to provide Tassie Mums with feedback, please use the Feedback form on our website tassiemums.org or visit the link directly http://form.jotform.com/220501164122841
18. Please be mindful that orders may experience delays during school holidays, we are largely volunteer led and many of us are primary carers.

COLLECTION / DELIVERY POLICY – ALL OTHER AREAS

For those outside of Hobart and surrounds the following are some guidelines to ensure that we can quickly, efficiently and safely fill requests for aid.

1. When you first contact Tassie Mums you will be asked to register. These details are to ensure we are working with appropriate organisations and can contact you in regard to any orders you have made. You will then be sent the link to our online Order Form. All information provided within the order form is kept strictly confidential and is used only by Tassie Mums for the work we do.
2. When you register you will be signed up to our caseworkers newsletter with an option to sign up to our public Newsletter also, you can unsubscribe from either at any time.
3. All orders must be placed via our online order form and we recommend that you complete one order form per family. If you cannot find an item you are looking for on our order form, please make a comment in the Additional Comments box at the end of the form.
4. For all orders being delivered it must be to a workplace, please ensure you put full office location details. Tassie Mums does not deliver directly to clients.
5. If you need to make changes or cancel an Order once it has been submitted please email us at orders@tassiemums.org
6. To avoid duplication of orders, please let us know if any other agency or service is supporting your family/child. We respect your client’s privacy and ask only for first name and initial of surname, we understand in certain circumstances this may not be possible. All order form information is kept in strict confidence and use only by Tassie Mums for the work we do.
7. Tassie Mums is entirely dependent on donations to fill Orders and particularly for larger items may not always be able to fill all requests. If this is the case, we will email you prior to collection and provide written notification also upon collection.
8. Once your Order is ready to be delivered you will receive a notification via email. Please be sure to check all your emails including Junk/Spam for this notification. You will generally receive your order within 5 working days from receipt of this email.  If for any reason you suspect you should have received an order and have not, please email us at orders@tassiemums.org
9. Please be mindful that Tassie Mums is volunteer led and our open hours are Tuesday, Wednesday & Thursday 9:30am – 2pm during school Terms.
10. Please ensure that all communication with our team and their personal contact details are kept private and confidential. You must not pass on our details to your client.
11. Returning Items - should you need to return items to Tassie Mums for any reason (i.e., client leaving service, wrong sizing, excess to needs etc) we can accept returns that are in original condition in which they were given or clean condition.  We also love to reuse our clothing bundle boxes. Please email orders@tassiemums.org to find a drop point to return items to.
12. Tassie Mums has a strong social media presence which allows us to network effectively in the community to source essential material aid in a timely manner. Any photos or feedback you can provide can help us in securing donations. We understand that in some instances this may not be possible, or you may require permission from your organisation.
13. If you would like to provide Tassie Mums with feedback, please use the Feedback form on our website tassiemums.org or visit the link directly http://form.jotform.com/220501164122841
14. Please be mindful that Orders may experience delays during school holidays, we are largely volunteer led and many of us are primary carers.