Customer Service Charter

Our exceptional service commitment to you is:

  • We will provide respectful, honest and transparent customer service
  • We will be accessible and responsive to early resolutions
  • We will listen carefully to understand your concerns to assist you appropriately
  • We will provide clear, accurate and consistent information
  • Your personal information, privacy and confidentiality will be maintained at all times
  • All staff and contractors will treat you fairly and equally
  • If you leave a voicemail, we will get back to you within one working day
  • We will acknowledge your email within one working day
  • If you write to us, we will post a response within 7 days
  • If you attend our office (no appointment), we will aim to respond to you as soon as we are available
  • If you attend our office (with an appointment), we will be on time or advise you if there is a delay
  • If you request urgent maintenance, we will respond to urgent repairs the same day
  • If you request general maintenance, we will respond to repairs within 14 days

Help Us, Help You by;

  • Treating all staff with courtesy, respect and patience
  • Providing us with clear and accurate information
  • Informing us of any issues as soon as they arise
  • Keeping your contact information up to date
  • Giving us feedback about our service
  • Returning our phone calls in a timely manner