- Published on 19 March 2020
Terra Cat is closely monitoring the global outbreak of novel coronavirus (COVID-19) in what is a constantly changing environment.
In line with our core values, we are taking a wide range of precautions to prevent the potential spread of COVID-19 and to protect our employees, customers, business partners and communities.
We are committed first and foremost to the safety of our employees, contractors and business partners. Our preparedness includes closely following the Ministry of Health’s advice and changing the way we work to increase physical distance.
We are continuing to review the impact of COVID-19 closely and will engage regularly with our suppliers to ensure we continue to deliver to our customers throughout the country with the least possible disruption.
At this point in time, we are not aware of any significant impact on availability from our suppliers, but we will continue to monitor the situation and update you if this changes.
Questions and Answers for Customers
Q. How are you responding to Coronavirus?
A. Employees and customers are advised to follow all health advice from authorities, this includes managing hygiene and may include self-isolation and restricting contact with other people as advised. For more information on COVID-19, please see the Ministry of Health website.
Q. What is the impact on Terra Cat’s operations, are you open as normal?
A. Our core priority is to ensure the safety of our employees, customers and communities. Terra Cat is currently operating as normal for the products and services we provide, while we continue to implement the necessary precautionary measures to manage this rapidly evolving situation. These measures include physical distancing policies and the introduction of other workspace initiatives such as no-contact, alternate rostering and virtual meetings, all aimed at maintaining employees’ health and wellbeing.
Q. Are Terra Cat taking extra precautions around hygiene and cleanliness?
A. Every precaution is being taken to protect our people and business partners while maintaining our high standards of customer service. We have increased our cleaning and sanitation regimes across all work locations. This includes disinfecting common touch points, including door handles and handrails. Hand sanitiser is also being provided around the business to assist with limiting the spread of infection.
Q. What will the impact be on equipment, parts and services?
A. We are very aware that our valued customers are looking to stay informed and engaged on any changes in supply for the products and services we provide. So far, we are not aware of any significant impact on availability or significant disruption to our supply chain. We will continue to monitor the situation, which is fluid, and will update you if changes occur. If necessary, we will prioritise customers who supply essential services to the community, e.g. hospitals and power.
Q. I have an order for a machine with you, what will be the impact?
A. At present, there are no major impacts to current equipment orders. We are closely monitoring the situation and your Terra Cat representative will advise you as a priority if anything changes.
Q. What is the foreseeable impact on future equipment orders?
A. The current situation is evolving and while we are not currently experiencing major delays on equipment orders, we cannot rule out potential delays in the future. We will keep you updated as the situation evolves and do everything possible to manage it.
Q. I have an order for parts, what will be the impact? Are you expecting any delays?
A. Safely keeping your operation moving is our number one priority. We are monitoring our parts supply chain closely for any disruptions or short supply situations. So far, we are not aware of any significant parts availability impacts or significant disruption to our supply chain. It is important to note that the situation is fluid and may change. We will continue to monitor this and will keep you informed if anything changes. If necessary, we will look at different freight arrangements, redirect orders to other distribution centres and prioritise the redistribution of high priority parts.
Q. Will Terra Cat’s Field Service coverage be maintained?
A. Our Field Service teams are available to you as usual. As a precaution we will arrange for these technicians to leave from home each day and not from the branch.
Q. Do I have to come into a branch and do my transactions face-to-face?
A. We have a range of online services and telephone-based options:
- The Cat parts store online (accessed via www.terracat.co.nz)
- Our Customer Support Centre is available on 0800 93 39 39 for customers from 7am to 5pm, Monday to Friday
- 0800 CAT HELP (0800 228 4357) is the dedicated line for customers seeking technical advice.
Our branches remain open for business and we encourage our customers to use these services where possible.
Q. How can I get more information on this issue?
Please keep checking our website and social media channels for any updates.