ORNAMENTAL AQUATIC TRADE ASSOCIATION

Customer Charter

By representing the interests of all of the ornamental fish industry, OATA serves to both protect the industry as it stands and promote the long term growth of the industry.

A copy of the OATA Code will be available for examination in all OATA establishments.

1. You should expect to be served courteously.
2. The displays in OATA member establishments should be clean and the livestock healthy.
3. A member of staff should be able to provide accurate information and advice about the keeping of livestock, the correct use of products sold and help you make an appropriate choice.
4. The staff will pay particular attention to your needs if informed that you are setting up your first aquarium or pond. They will not sell you all the fish you might eventually wish to keep at the same time as you purchase your aquarium or pond. They will advise when and how to introduce fish to ensure the well-being of those fish.
5. Please ask for and follow the advice of staff.
6. Complaints will be dealt with sympathetically, due regard being paid to the Sale of Goods Act (which places obligations upon both the customer and the retailer).
7. If a complaint cannot be satisfactorily resolved, then OATA provides a conciliation service for members.