Three-Strike Supplier Performance Policy

Purpose: True Group Global Pty Ltd applies this policy to suppliers serving True Technology, True Clothing and True Outdoors. It protects customers through reliable stock information, order accuracy, timely fulfilment, transparent communication and refund handling. Reportable failures include inaccurate stock availability, discontinued listings, incorrect items or variants, avoidable fulfilment delays, poor communication and failures to resolve supplier refunds. Incidents are documented with the facts, commercial impact, supplier response and corrective actions. An incident normally attracts no more than one strike. Strike 1 — Formal warning: Document the incident, notify the supplier in writing and request an explanation, corrective actions and a reasonable response deadline. Strike 2 — Final warning: A further significant documented failure triggers management escalation, a corrective-action deadline and review of order volume and alternative suppliers. Strike 3 — Removal review: A third significant documented failure ordinarily results in suspension of new purchasing and removal from the approved supplier network, subject to management review, supplier agreements and responsible handling of outstanding orders. Fair review: Suppliers can provide evidence and dispute factual inaccuracies. Serious safety issues, misconduct or material breaches may justify immediate suspension without waiting for three strikes. Customer protection: This internal supplier accountability policy does not reduce customer rights under Australian Consumer Law. Our stores remain responsible for customer support, refunds and obtaining customer approval before material product substitutions. Effective 13 October 2026. Applies across the True Group Global ecommerce portfolio.