Our commitment to you
We will create a positive experience
We will:
- greet you in a friendly way and identify ourselves
- communicate respectfully, warmly and courteously
- provide safe and welcoming places and spaces
- provide contemporary, relevant and high-quality face-to-face and online services
- continuously improve our service to you and ask for your feedback via:
- this feedback form
- mail – GPO Box 623 HOBART, 7001
- in-person at any of our locations
- our annual Client Survey
We will treat you with care and respect
We will:
- have a proactive, can-do approach to serving you
- communicate clearly, consistently and in Plain English
- focus our full attention on you and your enquiry in-person, phone or online
- ask questions to make sure we understand each other
- behave in a way that makes you feel seen and heard
We will provide a professional service
We will:
- provide services and respond to your enquiry in a timely manner
- in-person – within 5 minutes of your arrival
- phone – within 60 seconds. If this is not possible, please leave a voicemail message and we will respond by the next working day
- written – reply as soon as possible and within 5 working days of receiving it
- research questions via the research request form – we follow national guidelines and aim to respond within 20 days or by negotiation
- have the most appropriate person take care of your enquiry
- be thorough with your enquiry to make sure nothing is missed
- provide clear, polite reasoning for any decisions we must make
- keep your personal information and enquiry confidential
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