The Purpose of our Customer Service Charter is to demonstrate our commitment to customer service excellence and communicate our customer service standards. The colour brochure, plain text version and MP3 file linked below, will each open in a new window.
This report can be heard using Microsoft Windows Media Player 7.1 or later.
Our Commitments
We will:
- have a Customer Information Officer available to accept your phone call 24 hours a day, 7 days a week, 365 days a year;
- resolve 80% of enquiries to our Customer Contact Centre at the first point of contact or ensure enquiries requiring specialist advice are referred to the correct person on the first transfer;
- answer 80% of calls received by our Customer Contact Centre within 20 seconds;
- endeavour to reply to correspondence within 10 working days of receipt;
- provide you with friendly and reliable service by staff who are qualified to serve you;
- project a positive attitude, focus on solutions and provide a "can do" approach;
- use your feedback to drive business improvements;
- treat your complaint in an open and accountable manner and use it as an opportunity to learn and improve our service delivery; and
- complete an awareness program for our staff to promote the standards contained in our Customer Service Charter.
Additionally:
- We welcome your complaint and will address the issue promptly. We will keep you informed throughout the process.
- When visiting any of our offices, you will not wait more than five minutes for service.
- Our staff will wear name badges when assisting you.
- Emails to our general enquiries email addresses will be responded to within 24 hours.
- If we send you an interim response we will provide you with the name and telephone number of the person who is dealing with your enquiry.