Customers

We are commited to quality customer service.

Our staff will

• Act with integrity and treat you with fairness, courtesy and respect.
• Treat confidential information appropriately.
• Ensure that information we provide is accessible, timely and accurate, and is written in plain English.
• Work with you to resolve your inquiries.  

How we will respond

• We will acknowledge your correspondence on receipt. For letters this will be within 10 working days, for phone and email correspondence, by the next working day. Customers with complex enquiries will receive an acknowledgment and will be advised when they can expect a more detailed response.
• When you phone us your call will be answered promptly. If we are unable to attend to your inquiry immediately you will be given the option of having your call returned or to remain on hold.
• When you visit our office you will be acknowledged on arrival by our staff and your inquiry dealt with promptly.
• If our frontline staff cannot answer your inquiry you will be given the name of the most appropriate person to assist and your inquiry will be redirected. If the staff member is unavailable, a message will be forwarded on your behalf or an appointment made for you.  

You can help us by

• Providing timely, complete and accurate information.
• Giving us sufficient time to respond to your requests.
• Letting us know as soon as possible if you have difficulty paying your account.
• Notify us immediately of any change of address and/or ownership of property.
• Giving us constructive feedback on our service.
• Treating our staff with courtesy and respect.  

 If you are unhappy with our service, our staff will

• Receive your complaint in a courteous and professional manner.
• Establish the nature of your complaint and attempt to resolve it the first time you contact us.
• If our frontline staff are unable to assist you, your complaint will be escalated to the appropriate business manager.
• If further investigation is necessary, we will agree a course of action with you including a timeframe.  

Where we have not met our charter obligations we will

• Apologise to customers affected.
• Provide a clear explanation about what happened and why.
• Explain what we will do to prevent a reoccurrence of such an event.
• Assist customers adversely affected by our failure.  

We value your feedback. Your comments on our customer service are welcome and can be made by filling in our on-line feedback form, or visiting one of our offices at Research Station Road Griffith or Dunn Ave Leeton. Our offices are open between the hours of 8:30am and 5:00pm Monday to Friday.