CUSTOMER SERVICE COMMITMENT

Transcription

1 CUSTOMER SERVICE COMMITMENT

2 Chief Executive s Foreword The Insurance Commission of Western Australia (Insurance Commission) belongs to the people of Western Australia as a State-owned entity of the Western Australian Government. We have contact with the Western Australian community on a daily basis, and we seek to provide high quality and efficient services to our customers. The aims of our are to: Increase our customers awareness of the Insurance Commission s services and standards. Provide clear guidelines for quality service for our staff to follow. Our Customer Service principles set out in this brochure were developed in consultation with customers, staff and management. We recognise our customers varied needs and expectations and are committed to providing them with high standards of service. We would like to know what you think of our service so that we can review or improve our performance. If you have any suggestions for improvement or wish to register a complaint or compliment, please contact us via phone, letter, , fax or via our website. 2

3 About the Insurance Commission The Insurance Commission of Western Australia (Insurance Commission) is a statutory corporation, or Government Trading Enterprise, owned by the State Government of Western Australia. The Insurance Commission reports to the Treasurer of the Western Australian Government, as its representative of the sole shareholder of the Insurance Commission. The Insurance Commission is primarily responsible for: Administering, underwriting and managing Western Australia s Compulsory Third Party (CTP) insurance scheme for motor vehicle personal injuries; Managing RiskCover, the Government of Western Australia s self-insurance and risk management fund, on behalf of the State Government; Investing and managing moneys and other property under its control; Providing advice to the Government on matters relating to insurance and risk management. Our Mission To provide high quality and efficient: Motor vehicle personal injury insurance to motorists in Western Australia; Self-insurance fund management (RiskCover) for the Western Australian State Government's Departments and Agencies; Industrial diseases insurance to the mining sector and management of the Insurance Commission General Fund, Employers' Indemnity Supplementation Fund and Government Insurance Fund; and Advice to the State Government on insurance and risk management matters. 3

4 Our Customer Service Principles We are committed to maintaining the highest standard of service in our dealings with all our customers. Our customer service principles are described below. Communication We will communicate openly and efficiently with our customers and accept responsibility for ensuring that they receive clear and accurate information and advice. Responsiveness We will respond to our customers in a reliable and timely manner, showing consideration and willingness to recognise and satisfy their needs and expectations. Respect for Individuals We will provide efficient, courteous and considerate service which demonstrates respect for the dignity and particular needs of our customers. Accountability We will accept responsibility for our actions. This will require us to inform our customers of the service we will deliver and ensure it is met. We will handle complaints promptly, fairly and equitably and will do all that we can to meet customer needs. Continuous Improvement We are committed to looking for better ways to satisfy our customers by sharing our knowledge and concerns, by being open to criticism and feedback and by being ready for change and improvement. 4

5 Our Customers Policyholders Our Policyholders include any person or company holding a policy of insurance for which the Insurance Commission is responsible. We aim to provide our customers with appropriate insurance cover at a reasonable cost and offer advice and support on relevant insurance matters. Claimants Our Claimants include any person, company or Government agency which makes a claim for compensation or damages through the Insurance Commission. We aim to provide our customers with prompt payment of compensation or damages for their loss, disability or disease with minimal inconvenience. Government Clients Our Government Clients include a range of State Government departments, authorities and instrumentalities. We aim to administer self-insurance arrangements for the Government by providing professional risk management and insurance services. Service Providers We make use of professional bodies and individual service providers to assist with insurance and claims-related matters. We aim to issue our service providers with clear instructions regarding the service required and to make timely payment of accounts. 5

6 How you can help us to help you If you need to contact the Insurance Commission, please use the contact details below and ensure that you provide important information such as your full name, our claim or reference number or the accident date. By identifying yourself and your query, our staff will be able to provide you with the information and service you require or put you in contact with someone who can assist you. Contact Details Address Level 13, Forrest Centre 221 St George s Terrace Perth WA 6000 Postal Address The Insurance Commission of Western Australia GPO Box L920 Perth WA 6842 Phone (08) Freecall: (Outside Perth) Fax (08) Website public.relations@icwa.wa.gov.au Office Hours Monday - Friday 8.00 a.m p.m. 6