Complaints and Compliments

Our company vision includes excellence in customer service.

To fulfil this vision, we treat all customer feedback on our performance as an opportunity to learn and improve our customer service.
 
We aim to resolve customer complaints at the first point of contact between the customer and the officer responsible for service provision. Where this cannot be achieved, we have an internal system that is designed to reach a mutually acceptable solution to the customer complaint.
 
We acknowledge receipt of customer complaints within two working days. Our aim is to resolve customer complaints within eight working days. Where we cannot reach a resolution within eight working days we will keep the customer informed of progress and seek agreement with the customer on the resolution timeframe.
 
Positive feedback is also welcomed by the business - it allows us to reinforce the things we do well in our communities and gives our employees a benchmark to strive toward. We monitor trends in both compliments and complaints to set business priorities related to service delivery.

To register a complaint, or offer a compliment about any aspect of our business, please contact us.