Petrano Supply Inc. Corporate Policies

Purpose. Give every customer one accountable contact, fast answers and a clear route to resolve any problem.

Service hours and channels. Hours: Monday to Friday, 8:00 to 18:00 Eastern Time, 7:00 to 17:00 Central Time. Orders and requests by email are received 24 hours a day and processed from the next opening hour. Channels: telephone 204-202-3242 ext. 100, toll free (877) 431-6736, customercare@petrano.ca, info@petrano.ca, and the contact and quotation request web form at petrano.ca.

Service structure and dedicated contacts. Service is delivered in 3 layers. Layer 1 is the Petrano customer service desk in Toronto, the first line for every request. Layer 2 is the Petrano technical team under its technical supervisor. Layer 3 is Petrano management, which brings in the technical and engineering teams of the manufacturer. Each institutional customer has a dedicated technical support team member, whose direct telephone and email are given to the institution when its agreement is signed, with a named backup during absence.

Response standards. Acknowledgement of any request, order or complaint: within 1 business hour. Quotation for a listed product: within 1 business day. Quotation for a configured system: within 3 business days. Purchase order acknowledgement with ship date: same business day. Back order or delay notice: within 1 business day of Petrano becoming aware. Technical problem: reply by telephone or remote session the same business day. On site service when remote support does not resolve the problem: by the manufacturer service engineer, coordinated by Petrano, with the visit date confirmed within 1 business day of diagnosis. Spare part not held at the Winnipeg depot: ordered from the manufacturer, with the delivery date confirmed at diagnosis.

Complaint procedure. Every complaint is logged with a reference number, the customer name, the order and the issue, and acknowledged within 1 business hour. The representative investigates and proposes a resolution, and the customer confirms when it is resolved. If a level does not resolve the complaint within its target, it moves up automatically, and the customer can ask for escalation at any time: level 1, the customer service desk in Toronto, 2 business days; level 2, the technical supervisor and the Petrano technical team, 5 business days; level 3, Petrano management with the technical and engineering teams of the manufacturer, 10 business days. Complaint records are reviewed every quarter to find and remove recurring causes.

Purpose. Make returns simple and free of charge for the customer.

General terms. No restocking fee is charged on any return, at any time. Unused listed items in original condition can be returned within 30 days of delivery for full credit. Made to order and configured systems are confirmed in writing at order and are covered by the warranty and defect terms in this policy and Policy P5. Equipment built or configured to a user specification is confirmed in writing at order; if it arrives defective or out of specification, Petrano repairs or replaces it at no cost.

Return procedure. The customer requests a return by email or telephone, quoting the purchase order number. Petrano issues a return authorization within 1 business day, books and pays the return pickup from the customer location, and issues credit within 5 business days of receipt of the returned item. Return delivery is always arranged and paid by Petrano, for defective items as well as unused returns.

Defective, damaged or wrong items. The customer reports the issue with photos where possible, and Petrano acknowledges within 1 business hour. Petrano ships the replacement within 2 business days of notice, or arranges an on site repair under warranty by the manufacturer service engineer, with the date confirmed within 1 business day of diagnosis. Freight in both directions is paid by Petrano; the customer does not pay any cost. Damage in transit is claimed by Petrano with the carrier, and the customer is not asked to wait for the claim outcome.

Purpose. Protect customers from unapproved changes and act fast on any safety or quality recall.

Substitution. Petrano never substitutes a product, part number, quantity or package content without the written approval of the person who placed the order. When a product is discontinued or unavailable, Petrano offers an alternative with its specification, price and lead time; the user accepts or refuses it, and refusal carries no charge. Catalogue changes in a university eProcurement system are made only with the approval of that university.

Recall. Petrano records the serial or lot number of every instrument it delivers, by customer and location. On a manufacturer recall or safety notice, Petrano notifies every affected user and the procurement office within 1 business day of receiving the manufacturer notice, arranges repair, replacement or credit at no cost to the customer, coordinates with the manufacturer, and confirms closure in writing.

Purpose. Deliver safely, on time and in full compliance with federal and provincial rules.

Delivery. Free delivery to every campus and location named on the purchase order. No minimum or maximum order, no minimum value, no fuel or insurance surcharge. Courier and LTL freight for standard orders; dedicated freight with delivery to the room of use for large equipment. Petrano ships every business day. Stocked items and spare parts ship from the Winnipeg depot within 2 business days of the purchase order. Each order is packed separately with a packing slip showing the purchaser name, ship to location and purchase order number. Invoices show stock number, quantity ordered, description, unit price and extended price.

Packaging. Packaging is reusable, returnable or recyclable. Wooden crates and pallets from large equipment are taken back by Petrano on request.

Dangerous goods and hazardous materials. Any item classed as dangerous goods ships under the Transportation of Dangerous Goods Act and Regulations, packed, marked and documented by trained personnel or by a certified carrier. Hazardous products carry WHMIS 2015 labels at receipt, with a current Safety Data Sheet supplied with each shipment. Installation and service work at customer sites follows the Occupational Health and Safety Act and the safety rules of the site.

Purpose. Stand behind every product Petrano supplies for its working life.

Standard warranty. Minimum 1 year parts and labour against defects in manufacture, workmanship and installation, from installation, or from delivery when no installation is ordered. Where the manufacturer warranty is longer, the longer warranty applies. Installation is carried out so that every manufacturer warranty is preserved for the customer. Petrano is the first line of warranty service: the customer deals with Petrano, not with the manufacturer.

Warranty claims. Claims are made through any channel in Policy P1 and acknowledged within 1 business hour. Remote diagnosis is offered the same business day. Where it does not resolve the problem, Petrano coordinates an on site visit by the manufacturer service engineer, with the spare parts needed, and confirms the visit date within 1 business day of diagnosis; a part not held at the Winnipeg depot is ordered from the manufacturer, with the delivery date confirmed at diagnosis. Defects are remedied promptly at no cost to the customer, including parts, labour and freight.

Extended warranty and after sales service. Extended warranty of 1 to 5 additional years is available on selected product lines, depending on the manufacturer, and quoted with each instrument. After warranty, Petrano provides repair, preventive maintenance, calibration coordination and spare parts supply, with manufacturer support.

Purpose. Reduce the environmental impact of what Petrano supplies and how it supplies it, and do business responsibly.

Environmental commitments. Reusable, returnable or recyclable packaging on every order, with crate take back for large equipment. Consolidated shipments to cut freight trips and emissions. Electronic quotations, invoices and documentation by default. Preference for manufacturers that hold ISO 14001 or publish RoHS, energy and consumables data. End of life equipment take back for reuse, refurbishment or recycling, with donation to schools or charities where the equipment still works.

Tracking and reporting. Petrano provides each institution, on request, an annual report showing eco certified or EPEAT registered products ordered against total purchases where data exists, shipments consolidated, packaging recovered and freight emissions estimated from carrier data.

Initiatives and timelines. Packaging take back for large equipment crates: from the first delivery. AODA customer service training for all staff: before the first order. Supplier code of conduct accepted by every manufacturer: by 31 March 2027. Supplier sustainability questionnaire to every manufacturer: by 31 March 2027. Freight emissions baseline: by 30 June 2027. First annual sustainability report: 12 months after the first order.

Social responsibility. Fair labour, health and safety and anti corruption standards apply across the supply chain under Policy P7. Petrano treats every customer, employee and applicant with equal respect under the Ontario Human Rights Code and the Manitoba Human Rights Code.

Purpose. Keep every Petrano dealing honest, lawful and fair.

Anti bribery and gifts. No employee or agent of Petrano offers, gives or accepts any bribe, kickback, gift, hospitality or gratuity to or from any employee, officer or official of a customer. Petrano complies with the Corruption of Foreign Public Officials Act and the Criminal Code of Canada.

Fair competition. No bid rigging, price fixing, collusion or sharing of bid information with competitors. No lobbying or contact with customer personnel outside the channels a procurement process allows.

Conflict of interest. Any actual or potential conflict of interest is disclosed in writing to the customer before or as soon as it arises. Petrano does not employ or engage a customer employee on matters involving that customer without disclosure and approval.

Supply chain. Manufacturers supplying Petrano must respect human rights, prohibit forced and child labour, provide safe working conditions and comply with environmental law. Products are supplied new, genuine and traceable to the manufacturer unless the customer agrees otherwise in writing.

Reporting concerns. Concerns can be raised in confidence with Ali Hakan, ali@petrano.ca. No one is penalized for raising a concern in good faith.

Purpose. Protect personal information and serve every person with dignity and equal access.

Privacy. Petrano complies with the Personal Information Protection and Electronic Documents Act, and assists institutional customers in complying with the Freedom of Information and Protection of Privacy Act and the Municipal Freedom of Information and Protection of Privacy Act. Personal information received from a customer is used only to fulfil that customer’s orders and is never used to cross market. Access is restricted to staff who need it. Records are stored securely and returned or destroyed at the end of the work or on request. Any suspected breach is reported to the customer without delay.

Accessibility. Petrano follows the Accessibility for Ontarians with Disabilities Act and Ontario Regulation 191/11, Customer Service Standards, when serving Ontario customers. Every employee who deals with customers completes AODA customer service training, and proof of completion is provided to customers on request. Petrano communicates in accessible formats on request, welcomes service animals and support persons at any meeting or site visit, and gives notice of any service disruption. Feedback on accessibility can be given through any channel in Policy P1 and is answered within 2 business days.