Our Customer Charter sets out the promises we make to our customers and inform the creation and ongoing development of positive, intentional customer strategy and service design.
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Our principles
You matter.
We care about you and your situation
- You will be treated with respect, dignity and kindness.
- We listen to understand your particular circumstances.
- We will find you additional help if you need it.
Right by you.
We are responsive, transparent, and create solutions that work for you
- We ensure your matters are dealt with privately and in a timely manner.
- We will work with you to find a preferred way to communicate.
- We will present information to you clearly and simply.
Better for you.
We constantly challenge ourselves to deliver you better outcomes
- We act on your feedback to create better experiences in the future.
- We invest in technology to give you more options to communicate and transact with us.
- We look for inspiration outside of our industry to deliver exceptional omnichannel experiences.
Our team are here to assist
We have a number of departments and teams, so please call us on the phone number listed in the letter, email or SMS we sent to you. Alternatively, call our switchboard team on +61 07 3292 1000 and they will direct you through to the right area.
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