M&M’s Mobile Mouthguards Ltd

Business Policies

1. Service Delivery Policy

Purpose
To ensure consistent, safe, and professional delivery of mobile mouthguard services.

Policy
M&M’s Mobile Mouthguards Ltd provides onsite custom mouthguard fitting services at sports clubs, schools, and other approved venues across New Zealand.

Standards

• Services are delivered by a qualified Oral Health Therapist.

• All fittings are conducted using dental-grade materials and professional infection-control procedures.

• Appointment times are coordinated with clubs/schools to minimise disruption in your schedule.

• All equipment is transported, stored, and maintained in a hygienic and secure manner.
  
  

2. Infection Prevention & Control Policy

Purpose
To prevent cross-contamination and protect clients, staff, and the public.

Policy
We follow standard dental infection prevention protocols aligned with New Zealand dental health guidelines.

Procedures include:

• Hand hygiene before and after each client

• Use of disposable gloves and protective equipment

• Sterilisation or disinfection of reusable instruments

• Single-use consumables where applicable

• Safe waste disposal

• Daily equipment cleaning
  
  

3. Client Safety & Clinical Standards Policy

Purpose
To ensure mouthguards meet safety and quality expectations for contact sport.

Policy

• All mouthguards are custom-fitted for the upper dentition unless clinically indicated otherwise.

• Materials used are non-toxic, dental-grade, and impact-resistant.

• Mouthguards are designed to appropriate thickness for contact sports.

• Fit and comfort are checked prior to final delivery.
  
  

4. Privacy & Confidentiality Policy

Purpose
To protect personal and health information.

Policy
M&M’s Mobile Mouthguards Ltd complies with the New Zealand Dental Council and Privacy Act 2020 (NZ).

We commit to:

• Collecting only necessary personal information

• Storing records securely

• Using information only for service delivery

• Not sharing data without consent (unless legally required)

• Allowing clients to request access to their information

5. Child Protection & Vulnerable Persons Policy

Purpose
To safeguard children and vulnerable individuals during service delivery.

Policy

• All services involving minors (under 16 years old) require parental or guardian consent.

• Staff conduct themselves professionally at all times.

• Our clinical staff have been police vetted and undergone the child safety inspection 

• No child is treated in isolation without appropriate supervision.

• Any concerns regarding safety or wellbeing are reported to relevant authorities.
  
  

6. Complaints & Feedback Policy

Purpose
To resolve issues fairly and continuously improve service quality.

Policy
Clients may submit complaints via email, phone, or in writing.

Process:

1. Acknowledge complaint within 2 business days

2. Investigate within 5 business days

3. Provide written outcome

4. Offer remedial action if appropriate
   
   

7. Refunds & Adjustments Policy

Policy

• Adjustments will be provided where a mouthguard fit is unsatisfactory.

• Refunds are assessed on a case-by-case basis.

• Faulty fabrication will be remedied at no cost.

• Change of mind refunds are not offered once custom production has commenced.
  
  

8. Pricing & Payment Policy

Policy

• Pricing is communicated prior to booking.

• Payment is due at time of booking (unless otherwise arranged).

• Club rebates are paid as agreed in writing.

• Receipts are issued for all transactions.
  
  

9. Insurance & Liability Policy

Policy
M&M’s Mobile Mouthguards Ltd maintains:

• Professional indemnity insurance

• Public liability insurance

• Product liability insurance

We take reasonable steps to minimise risk but are not liable for misuse of mouthguards or failure to follow care instructions.

10. Staff Conduct & Professional Behaviour Policy

Policy
All representatives must:

• Maintain professional behaviour

• Respect cultural diversity

• Follow ethical healthcare standards

• Wear appropriate identification

• Protect client privacy

11. Equipment & Transport Policy

Policy

• Equipment is inspected regularly

• Damaged equipment is removed from use

• Transport containers are cleaned daily

• Clinical materials are stored according to manufacturer guidelines
  
  

12. Cultural Safety & Respect Policy

Purpose
To provide inclusive and respectful service.

Policy
We commit to:

• Respecting tikanga Māori

• Providing culturally safe care

• Communicating clearly and respectfully

• Supporting equity of access