Quality Policy

1. Purpose
At PetBay247, our purpose is to deliver high-quality pet food and accessories that meet or exceed our customers’ expectations. We are committed to maintaining the highest standards in sourcing, importing, handling, and distributing pet products that are safe, reliable, and fully compliant with Australian biosecurity and quality regulations.

2. Commitment to Quality
We recognise that quality is central to our success and reputation. Our commitment is reflected in the following principles:
• To import and supply premium, authentic, and safe pet food sourced from authorised and approved overseas manufacturers.
• To maintain strict quality assurance procedures across all operational stages — from supplier verification, import compliance, storage, and final distribution.
• To ensure compliance with the Biosecurity Act 2015 (Cth), Australian Consumer Law, and all relevant import and product safety regulations.
• To continually improve operational efficiency, product quality, and sustainability outcomes.

3. Approved Imports and Suppliers
PetBay247, through Campbellfield Holdings Pty Ltd, holds valid authorisation under the Department of Agriculture, Fisheries and Forestry (DAFF), operating in accordance with Import Permit No. 0010213190 issued under Section 179(1) of the Biosecurity Act 2015.

Our permitted imports include dry or semi-moist pet food, treats, and pet food ingredients sourced from the verified manufacturer:

All imported goods are subject to:
• Mandatory heat treatment (minimum 85°C for at least 2 hours).
• Government veterinary certification and manufacturer declaration.
• Ionising irradiation treatment to 50 kGy at a DAFF-approved facility prior to release.
• Compliance with the Department of Agriculture’s packaging, handling, and inspection requirements.

These strict biosecurity and processing conditions ensure that all pet food products meet Australian health and safety standards before being made available to customers.

4. Customer Satisfaction
Customer satisfaction is at the core of our mission. We strive to:
• Provide accurate and transparent product information.
• Maintain responsive communication and support.
• Continuously collect and act on customer feedback to improve service quality.
• Guarantee prompt and reliable delivery through trusted logistics partners.

5. Continuous Improvement
We foster a culture of continuous improvement, focusing on:
• Enhancing our supply chain quality controls.
• Strengthening partnerships with compliant and ethical suppliers.
• Reducing waste and environmental impact through responsible operations.

6. Roles and Responsibilities
All team members, suppliers, and logistics partners are responsible for upholding our quality standards. Management ensures the provision of training, leadership, and resources to maintain full compliance with all quality and biosecurity requirements.

7. Review and Revision
This Quality Policy is reviewed annually or when regulatory changes occur to ensure ongoing relevance, compliance, and effectiveness. Updates are published on our website and communicated across operational teams.

8. Contact
For questions or feedback related to our quality standards, please contact:
PetBay247 (Campbellfield Holdings Pty Ltd)
Email: admin@petbay247.com
Phone: 03 4332 5130
Address: Campbellfield Holdings Pty Ltd, Melbourne, VIC, Australia