Our Philosophy

Hanrob is a modern, professional family organisation and employs latest technology and state-of-the-art methods in petcare boarding and training. We ensure your pet becomes part of our family with deploying best management practices and continual pet procedure enhancements to set the highest quality benchmarks. To this end we have the following Mission, Vision and Values.

Our Mission

Hanrob is a family business dedicated to providing the highest quality pet care and accommodation, dog training and educational services to pet owners, corporations and students.

Our Vision

Our vision is to be the premium pet boarding, dog training and education business by combining our knowledge, experience and exceptional customer care.

Our Values

Hanrob focuses on providing Ultimate products and services. Our employees live by the Hanrob Values.

Where dogs and cats are celebrated
Where people love to work
Where we are the best
Where high expertise is provided
Where long term and powerful partnerships are created
Where our people can develop and grow
Where trust and integrity are paramount
Where opportunities are captured
Where the business is sustainable

Quality Assurance

We have a Quality Assurance mind set throughout the entire company, including its infrastructure, control management, pet care management, workers competence, skills and experience. This allows us to deliver the ‘Ultimate’ in pet care services and is defined in a set of procedures designed to ensure that quality standards and process are adhered to.

These procedures include:

• Animal aged care management
• Animal welfare responsibilities
• Animal awareness
• Complaint resolution
• General housekeeping tasks
• Kennel cleaning procedures
• Kennel allocation procedures
• Weight loss monitor sheets and procedures
• Occupational health & safety responsibilities

• Ordering & checking pet supplies
• Medications – administering methods
• Playtime procedures
• Pet feeding procedures
• Grooming techniques
• Weights – pet weighing procedures
• Staff & staff roster management
• Medical conditions occurring in dogs and cats
• Pet transport arrival & departure procedures

Industry Representation

Hanrob and its divisional managers are members and representatives of the following organisations:

	Accredited member Pet Industry Association of Australia (PIAA)
	Council member of the NSW Animal Welfare Advisory Council which advises/recommends and guides the NSW State Minister for Primary Industries on Animal Welfare issues and legislation. NSW State Representative for Animal Boarding Establishment on the NSW Agricultural Area Service Functional Animal committee for State Disaster.
	Members of Family Business Australia

Client Satisfaction

Hanrob continually measures and assesses its client service benchmark. Through client calls following a pet departing we identify any issues clients may have whilst their pets have been a guest at Hanrob. These results are measured weekly to ensure our client service benchmark of 98% is continually met. We encourage clients to provide feedback on our feedback form.

We meet clients expectations by:

providing premium accommodation, care and pet activities at the Hanrob Pet Hotels;
providing high expertise and enhancing relationships between dogs and their owners through Hanrob Dog Training;
training detector dogs and their handlers in scent detection at Hanrob Detector Dog Training; and
providing high quality education and practical experience to pet care professionals at the Hanrob Animal College.

Staff Innovation Program

In 2008 Hanrob implemented its staff innovation program for employees to contribute in the success of the business and ensure we continue to strive as the market leader in the pet services industry.

Emergency Management Plan

The purpose of the Hanrob Emergency Management Plan (HEMP) is to provide a basis on which to assess external incidents or threats within a 20km radius of Hanrob. The HEMP outlines procedures and minimum response to various incidents or threats, providing staff with basic protocols for response to various types of situations that may impact upon Hanrob and its day to day operations.

The HEMP is also designed to provide staff with the means to deal with the various types of incidents or situations which may arise internally such as internal fires and information technology failures. The HEMP is a living document and changes periodically in order to meet operational changes within Hanrob.