Surface Matter Quality policy

Surface Matter work to consistently provide products within their specified tolerances, warranties and/or certifications. We continuously work to improve quality to help our team identify potential non-conformance, make sure our processes are efficient and cross-checked and wherever possible if something does not live up to the quality, downgrade or recycle rather than waste materials. 

To do this we inspect outer packages on all deliveries and check/raise any damage with the carrier, following up with images in the event of any damage to the material. Goods brought into our warehouse are inspected initially to make sure they match the product information from the purchase order, paying special attention to size, thickness, colour and any visible surface imperfections. Where material looks incorrect, consultation of samples, measuring the sheet and mic’ the thickness should be done and checked within the relevant tolerances. Batches and Purchase order numbers are preserved and recorded to maintain chain of custody and minimise variances between production batches. Any known variation between batches is communicated to customers to reduce disappointment and manage expectations.

To minimise handling and keep existing quality control procedures from our manufactures, as well as the nature of the packaging and the volume of some of the materials we supply, a physical inspection of every piece of material is not needed unless damage to packaging is identified, or a pallet is received with mixed material. Any time a pallet is opened, material is wiped and checked on packing a new pallet. Any issues should be documented, photographed and recorded/downgraded – discussing with any customers up front should an immediate replacement not be necessary.

Every order should be picked and packed alongside the packing list and double check activities are automatically assigned so a different/second team member can make sure quantities and products are correct and matching. We record who Picked and Checked each package in our system, along with an image of the source pallet/batch should be logged against every Pick and an image showing the fully packed order logged against every delivery order to help avoid any claim/issues from damage in transit or mislaid items. 

Suppliers are notified with batch numbers and images of any manufacturing defect or quality control issue. Depending on the issue if a fault is not found until after it is delivered or machined by a customer, a return may need to be arranged of the full sheet or a partial specimen.

Where packaging is ineffective or could be improved, suggestions to improve this will be shared and made (while also working to improve the efficiency, reuse and recycling of these packaging materials).

All available documentation including specifications, MSDS, Tech Sheets, warranties, certificates, procedures and Chain of Custody related items are saved and stored internally and reviewed annually to make sure they are relevant and up to date.

Care and Maintenance information should be shared to the client or end user and is also available on our website.