CUSTOMER CHARTER

 

OUR EMPLOYEES

 

• Are welcoming, helpful and customer focused at all times
• Are recognisable by virtue of uniform and name badge
• Engage and listen to customer comments and suggestions
• Respect confidentiality of all our staff, customers and other stakeholders
• Investigate and respond to complaints effectively and in a timely manner
• Are empowered to make excellent customer service decisions

OUR OFFER

 

• Provide facilities that are accessible to all, clean, safe and well maintained
• Work with partners to develop delivery models that utilise our estate
• Aim to exceed customer expectations through programming and service delivery
• Ensure our information provided at site is accessible, accurate and easy to understand

OUR PROCESSES

 

• Notify our customers as soon as possible of any changes to our programmes or services offered
• Communicate effectively with our customers via the effective utilisation of a range of communication channels
• Provide a telephony solution that aims to answer your call promptly and resolves your enquiry at the first attempt
• Where feasible, apply pricing tools that encourages participation and supports our customers in improving their health and wellbeing 

Issued: May 2019