Welcome to UAE Exchange Customer Service Charter

Size: px
Start display at page:

Download "Welcome to UAE Exchange Customer Service Charter"

Transcription

1 Welcome to UAE Exchange Customer Service Charter Dear Customer, We are strongly committed to provide our customers a consistent and comfortable experience, when you get in touch with us. At UAE Exchange, we continuously work towards providing the experience that matches the quality of our products and meets the expectations of our customers. To help us improve our service further, we have carried out extensive research to determine the factors that are important to the customers ( you, your or yours ) and based on the findings we have developed this Customer Service Charter. We have developed this Customer Service Charter ( Charter ) to indicate what customers can expect in their dealings with us. Through this Customer Service Charter we aim to share our passion and commitment to provide consistent and comfortable customer experience and also sets out how we propose to meet our obligations. We are committed to take timely action to the feedback received and ensure continuous improvement. Please help us by providing your valuable opinion, inputs on the charter by reaching us at Mr. Varghese Mathew Country Head UAE 1

2 OUR KEY COMMITMENTS TOWARDS SERVICE GUARANTEE: To fulfill our service guarantee, we are committed to develop and maintain an open and accountable culture that is fair and reasonable in dealing with our customers. We will provide you with a quality service by: having well-trained and courteous staff ; staff to act fairly and reasonably towards our customers in a consistent and ethical manner; provide accessible and convenient service at all our branches, as well as online, as per the location/country; identifying ourselves, when we speak to you; listening, identifying and understanding your needs and acting courteously and responsively; giving you clear, accurate, timely and relevant information that addresses your needs/ queries; by providing you with proper explanation and help you understand the financial benefits, risks and product profiles of products and services that you are interested in; being clear and helpful in our dealings with you; giving reasons for arriving at the decisions; ensuring utmost care and diligence while handling your personal information; acknowledging every within 48 (forty eight) working hours from the time of receipt and commit an appropriate timeframe within which you will receive a response; acknowledging s will contain details of name, job title and contact phone numbers in the signature panel wherever possible. We also commit to clear our boxes quickly and consistently; working on delivering services and providing information through various channels at the times that suit you, as much as possible; welcoming your feedback, suggestions and impressions about our services through several channels, and giving you the opportunity to participate in the development of our services; OUR SERVICE GUARANTEE: We aim to provide efficient and effective customer service at all times. The table mentioned hereinbelow showcase the service principles we abide by, service standards we follow for our interaction with our customers and the processing and/or response time. We aim to process all our cases within these service standards. However, the service standards are indicative only. There could be individual cases which may be decided in longer or shorter periods than the service standard, depending on a range of factors, individual circumstances and the complexity of each case. 2

3 Service principles We will be accessible and will respond promptly We will be courteous, professional and helpful. Measures of Effectiveness Telephone Service Standards Branches Service Standards , Website, SMS Ensure accessibility of telephone services during business hours and voic call back service after business hours. Ensure that working hours of our branches are convenient to the local customers. Ensure that the customer contact IDs, SMS codes and website addresses are given proper visibility; and Ensure that adequate resources are in place to respond to customers contacting through this channels. To respond to your calls within 15 (fifteen) seconds. To serve you within ten minutes of your arrival at the counter. To acknowledge customer enquires received through , website and SMS within 5 (five) working hours of receipt of the query and provide you with the timelines for our complete response. Ensure proper management of telephone calls and divert queued calls to our call centers for resolution within 2 (two) minutes. Ensure that our counters are well managed and we will have adequate number of resources in person to serve the customers. Ensure that these channels are managed well and proper process followed for responding to customers of each of the channels. We will use out-of-office messages, when we are away. We will be accessible by telephone during business hours. Our recorded messages will be current and give appropriate contact details during our absence. We will respond to our telephone messages within one (1) working day. Ensure that during holidays our working hours are notified in the branches well in advance and any change in timings are publicized, by giving prior intimation to the customers. Ensure that we are contactable through , website, SMS during the business hours. The queries posted after office hours are responded in the first business hour of the following day. When we call you, we will provide you with our name and work area and tell you the reason why we are calling. When answering the telephone, the attendants will identify themselves. We will be personable. We will wear our name badges and identify ourselves. We will acknowledge your queries, identify ourselves at all times and provide contact details in our written correspondences. 3

4 Our staff will sound friendly and polite. Wherever required, the team will ensure that the team member with the required language skill is handling the customers to make the conversation clear, precise and covering adequate information and the whole exercise is comfortable for the customers. Ensure that the staff is well trained on our products and services so that they can suggest the best solution based on the customer needs. Ensure staff has appropriate levels of technical and professional competence in their field of expertise. Our staff will be very courteous and friendly while dealing with the customers in person. Wherever possible they will try to communicate in the language in which the customer can easily understand. Ensure that the staff is well trained on our products and services so that they can suggest the best solution based on the customer needs. Ensure staff is trained to attain the appropriate levels of technical and professional competence in their field of expertise. The language used in the communication, either written or oral, will be simple and polite. Ensure that the staff is well trained on our products and services so that they can suggest the best solution based on the customer needs. Our staff will offer correct and complete resolution with clarity to meet customers needs. Our staff will offer correct and complete resolution with clarity to meet customers needs. The staff will not make promises they cannot keep or achieve. We will be accurate and helpful with timely responses that are relevant to customer needs. Ensure that all general queries are closed within 24 (twenty four) working hours. In case of any delay in resolutions, the staff will keep the customers updated continuously till the final closure of the query. Ensure that it doesn t take more than 15 (fifteen) minutes for every customer to be served. In case of unexpected delays, our staff will apologize as well as update the customers on the reasons for the delay. Ensure that all general queries are closed within 24 (twenty four) working hours. In case of delay in resolutions, the staff will keep the customers updated continuously till the final closure of the query. Our staff will follow the compliance / KYC norms before sharing information. Our staff will follow the compliance / KYC norms before sharing information. We will record all your correspondence on departmental databases and filing systems. We will exercise proper KYC norms while sharing any details on the written channels. 4

5 In adherence to our above service standards, if in case the customers are not satisfied with the manner in which their query or complaint was handled, they may refer the matter to Customer Service by Phone no for further resolution. If you have enquiries, concerns, complaints or compliments please contact us in the following given address: UAE Exchange Centre LLC, PO Box : , Dubai, United Arab Emirates Customer Service : Website : SMS : 6000 OUR ENDEAVOR TOWARDS SERVICE GUARANTEE ensuring that our staff will be courteous and professional in dealing with you; ensure best practice is shared across the UAE Exchange and environment to support it; ensuring confidentiality of personal information provided by you and use it only in accordance with the law and consent as applicable; ensuring that you are guided properly, in case we are unable to cater to your needs; ensure staff is motivated and incentivised to provide the highest levels of customer service even if they are not engaged directly in the provision of front-line services ; ensuring that our website is user-friendly and contact center is customer-friendly; ensuring that all our products and services comply with the relevant Laws and Regulations as stipulated by the Authority/Regulators utilizing various customer feedback tools such as Customer Satisfaction Survey and Customer Suggestions to seek feedback from you, the customer, on our performance; reviewing the feedback you provide to us and consider measures to further improve our service delivery; We recognize that the quality of the people we employ is our most important asset in the delivery of excellence in customer service. We will regularly assess our staff through programmes of continuous professional development so as to maintain and improve our current standards 5

6 FEEDBACK / SUGGESTIONS: Finally, the most important aspect of our service is attending and acknowledging the suggestion that comes from you. UAE Exchange aims to improve its service levels through continuous improvement. We improve through your feedback, so it s essential to us that you let us know how we can improve further. How can you help us in serving you better? Appreciating the efforts of our staff members in serving customers and treating them with respect. Informing us well in advance in case of any special needs and requirements from your end. Get in touch with us early so we help before the problem escalates or becomes greater. Providing us with all required documents and proofs at the time of submitting your applications. Ensuring that all required documents, information and data are provided fully and accurately in order to have the transaction executed. Provide us with all the information that you know about a matter to help us develop the best solution for it. Informing us about errors or of any change you wish to be made on the information, as soon as possible. Informing us of any change to personal details like change in address or information related to transaction completion procedures. Being cooperative and accurate in answering any enquiries made by our staff. Give us feedback on our services to help us improve further. Treat our staff with the same level of courtesy and respect that they expect. Do visit our website first to check if answer(s) to your queries/ concerns/ need is already provided for there. Your Feedbacks are always acknowledged: We welcome your views and comments as vital in helping us to monitor and improve the relevance and quality of our service to the customers. We will consider all suggestions fully and promptly in our planning for service improvement and, wherever possible, we will respond immediately. We may occasionally seek your input to random surveys of how the customer perceives our services and what services are needed, including assessments of our performance. We are committed to doing the very best job we can. We welcome your feedback on our performance. If you have any suggestion, please feel free to visit our website www. uaeexchange.com. 6

Research and Public Service. Service Charter

Research and Public Service. Service Charter Research and Public Service Service Charter September 19, 2008 Research & Public Service Agricultural Experiment Station (AES) Center for Marine and Environmental Studies (CMES) Cooperative Extension Service

More information

Customer Service Policy. A Modern & Efficient Council: Improving Customer Service

Customer Service Policy. A Modern & Efficient Council: Improving Customer Service Customer Service Policy A Modern & Efficient Council: Improving Customer Service Preface This policy consists of three parts: Part 1 Commitment to Customers The first part of this policy is designed for

More information

CLIENT SERVICE CHARTER

CLIENT SERVICE CHARTER CLIENT SERVICE CHARTER TABLE OF CONTENTS 1. INTRODUCTION 2. SCOPE AND OBJECTIVES 2.1 SCOPE 2.2 O BJECTIVES 3. DEFINITIONS 4. OUR VISION, MISSION, AND CLIENTS 4.1 OUR VISION 4.2 OUR MISSION 4.3 OUR CLIENTS

More information

Customer Service Charter. www.khda.gov.ae. Version 2.0. Page 1 of 16

Customer Service Charter. www.khda.gov.ae. Version 2.0. Page 1 of 16 Customer Service Charter Version 2.0 Page 1 of 16 1 TABLE OF CONTENTS 1. Introduction:... 3 2. Scope & Objectives:... 3 2.1. Scope:... 3 2.2. Objectives:... 4 3. Definitions:... 4 4. OUR VISION, MISSION,

More information

The City of Subiaco s commitment to you... 1. Community vision... 1. Corporate vision... 1. Our values... 1. Face to face... 2. On the telephone...

The City of Subiaco s commitment to you... 1. Community vision... 1. Corporate vision... 1. Our values... 1. Face to face... 2. On the telephone... Table of contents Introduction... 1 The City of Subiaco s commitment to you... 1 Visions, mission and values... 1 Community vision... 1 Corporate vision... 1 Our values... 1 Service standards you can expect...

More information

Effective complaint handling

Effective complaint handling This guide sets out key information for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman s role, as an independent,

More information

Customer Service Charter Customer Service Centers Department. www.moh.gov.ae

Customer Service Charter Customer Service Centers Department. www.moh.gov.ae Customer Service Centers Department www.moh.gov.ae Ministry of Health - Dubai P.o. Box 1853 Dubai, United Arab Emirates Toll Free: 80011111 Tel: 04 2301000 Fax: 04 2301988 Customer Service Centers Department

More information

Customer Service Code of Conduct

Customer Service Code of Conduct ` Customer Service Code of Conduct Contents Customer Service Mission Statement... 2 Customer Service Vision Statement... 2 Customer Service Fundamental Principles... 2 1. Terms & Definition... 3 2. Purpose

More information

Customer Enquiry, Complaint and Dispute Resolution Process

Customer Enquiry, Complaint and Dispute Resolution Process Customer Enquiry, Complaint and Dispute Resolution Process Contents 1 Introduction... 3 2 Purpose... 3 3 Customer enquiries... 3 3.1 How to contact WUG?... 4 3.2 Commitment to customers... 5 4 Complaints

More information

Planning Services. Customer focus strategy 2011. westlothian.gov.uk

Planning Services. Customer focus strategy 2011. westlothian.gov.uk Planning Services Customer focus strategy 2011 westlothian.gov.uk 1 Contents Introduction 3 Customer care 4 Planning Services Customer Care Standards 6 Equal opportunities 8 Customer confidentiality 8

More information

Customer Complaints and Dispute Resolution Process. (Community Wastewater Management System (CWMS))

Customer Complaints and Dispute Resolution Process. (Community Wastewater Management System (CWMS)) Customer Complaints and Dispute Resolution Process (Community Wastewater Management System (CWMS)) 1 Table of Contents Berri Barmera Council... Error! Bookmark not defined. Customer Complaints and Dispute

More information

COMPLAINTS MANAGEMENT PROCESS

COMPLAINTS MANAGEMENT PROCESS COMPLAINTS MANAGEMENT PROCESS December, 2012 1. INTRODUCTION COMPLAINTS MANAGEMENT PROCESS The Complaint Management Process has been developed to provide a single system through which complaints about

More information

CLIENT SERVICE CHARTER. Version 05. www.dubaicustoms.gov.ae

CLIENT SERVICE CHARTER. Version 05. www.dubaicustoms.gov.ae CLIENT SERVICE CHARTER Version 05 www.dubaicustoms.gov.ae TABLE OF CONTENT 1 - DIRECTOR S MESSAGE 4 2 - INTRODUCTION 5 3 - TERMS & DEFINITIONS 5 4 - ABOUT DUBAI CUSTOMS 6 a. Our Vision b. Our Mission

More information

Complaint Management and Dispute Resolution Policy- Red Energy

Complaint Management and Dispute Resolution Policy- Red Energy Complaint Management and Dispute Resolution Policy- Red Energy 1. Overview Red Energy is committed to providing a clear, effective and open Complaint Management Process for its customers and staff. Ideally,

More information

Your Options. A simple guide to available debt options

Your Options. A simple guide to available debt options Your Options A simple guide to available debt options Contents Welcome 3 Our Customer Service Charter 3 Protected Trust Deeds 4 Debt Arrangement Scheme 6 Sequestration 8 Debt Management Plan 10 Minimal

More information

Customer Service Charter

Customer Service Charter Customer Service Charter 2 Contents Introduction 3 The Vision and Values of the City of Joondalup 4 Service standards you can expect from our employees 5 In general 5 Face to face 5 Over the telephone

More information

Complaints Policy. Complaints Policy. Page 1

Complaints Policy. Complaints Policy. Page 1 Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next

More information

Nottinghamshire County Council. Customer Service Standards

Nottinghamshire County Council. Customer Service Standards Nottinghamshire County Council Customer Service Standards February 2014 Why do we have Customer Service Standards? Nottinghamshire County Council aims to deliver high standards of customer care and service

More information

Insight. The analytics trend. in customer service. 4-point plan for greater efficiency in contact centres. we are www.daisygroup.

Insight. The analytics trend. in customer service. 4-point plan for greater efficiency in contact centres. we are www.daisygroup. Insight The analytics trend in customer service 4-point plan for greater efficiency in contact centres 2 Introduction The subject of analytics these days includes a vast number of factors relating to customer

More information

Treating Customers Fairly. October 2015

Treating Customers Fairly. October 2015 Treating Customers Fairly October 2015 Our promise to treat you fairly At SSE we are committed to giving excellent service and treating customers fairly. Our 2015 Treating Customers Fairly Statement sets

More information

Customer Service Charter

Customer Service Charter Cover page Customer Service Charter (insert customer service pic) Customer Service Charter Last Review Date: August 2013 Page 1 Contents Introduction... 3 The Vision and Values of the City of Joondalup...

More information

COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY

COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY DOCUMENT STATUS SCOPE Unclassified This policy sets out Genesis Housing Association's approach to managing complaints from customers. This policy does not cover

More information

Customer Enquiry, Complaint and Dispute Resolution Policy

Customer Enquiry, Complaint and Dispute Resolution Policy Customer Enquiry, Complaint and Dispute Resolution Policy Definitions and Acronyms 1 Introduction 2 Purpose 2 Customer enquiry process 2 Complaints and dispute resolution procedure 3 Privacy Principles

More information

Customer Service Charter

Customer Service Charter Customer Service Charter Single entry point to government 13 23 24 www.service.sa.gov.au Service SA - the State Government's single entry point to government services and information What we do We provide

More information

JOB DESCRIPTION. Work Unit: Responsible To: Corporate and Governance Corporate Information Manager

JOB DESCRIPTION. Work Unit: Responsible To: Corporate and Governance Corporate Information Manager JOB DESCRIPTION Job Title: Work Unit: Responsible To: Position Purpose: Pay range: Team Leader Customer Services Corporate and Governance Corporate Information Manager This job exists to: Provide friendly,

More information

Manual Guide of The Induction Program for New Employees in the Federal Government

Manual Guide of The Induction Program for New Employees in the Federal Government United Arab Emirates Federal Authority For Government Human Resources Manual Guide of The Induction Program for New Employees in the Federal Government Building a Productive Institutional Culture @FAHR_UAE

More information

A guide to our Customer Care Standards

A guide to our Customer Care Standards A guide to our Customer Care Standards Welcome John O Conner (GM) Ltd is committed to putting the customer at the heart of all we do. Our aim is to provide you with high-quality services and information.

More information

Human Resources and Data Protection

Human Resources and Data Protection Human Resources and Data Protection Contents 1. Policy Statement... 1 2. Scope... 2 3. What is personal data?... 2 4. Processing data... 3 5. The eight principles of the Data Protection Act... 4 6. Council

More information

Our customer care commitments

Our customer care commitments Showing care Our customer care commitments Information for staff I am more than a volunteer. I am more than a doctor. Our caring commitments to you Visit our website: www.nhsayrshireandarran.com All our

More information

PRIVACY POLICY. comply with the Australian Privacy Principles ("APPs"); ensure that we manage your personal information openly and transparently;

PRIVACY POLICY. comply with the Australian Privacy Principles (APPs); ensure that we manage your personal information openly and transparently; PRIVACY POLICY Our Privacy Commitment Glo Light Pty Ltd A.C.N. 099 730 177 trading as "Lighting Partners Australia of 16 Palmer Parade, Cremorne, Victoria 3121, ( LPA ) is committed to managing your personal

More information

Customer enquiry, complaint and dispute resolution process

Customer enquiry, complaint and dispute resolution process Customer enquiry, complaint and dispute resolution process Written by: Mike Sollitto and Shannon Minagall 2012 SA Water Corporation. All rights reserved. Contents 1 Definitions and Acronyms... 3 2 Introduction...

More information

Grievance Policy. 1. Policy Statement

Grievance Policy. 1. Policy Statement Grievance Policy 1. Policy Statement The University is keen to provide a positive and supportive working environment for all of its employees, and as such will take every step to resolve issues in the

More information

Mutual & Federal Insurance Company Limited

Mutual & Federal Insurance Company Limited L Mutual & Federal Insurance Company Limited Complaints Management Policy An Internal Process for the Resolution of Complaints AN INTERNAL PROCESS FOR THE RESOLUTION OF COMPLAINTS We at Mutual & Federal

More information

NHS LA COMPLAINTS POLICY

NHS LA COMPLAINTS POLICY NHS LA COMPLAINTS POLICY Applies to: NHS LA employees, contractors and Non Executive Directors Date of Board Approval: May 2014 Review Date: May 2017 1 May 2014 1. Introduction The NHSLA is committed to

More information

Customer Service Charter

Customer Service Charter FOOTBALL FEDERATION VICTORIA Customer Service Charter Peter Gome CEO 1. This Charter tells you about Our commitment to high quality customer service What you can expect from us Our service standards Your

More information

TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY

TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY Adam Chow, Recreation Supervisor Suzy Chow, Recreation Coordinator San Ramon Parks & Community Services #TBT CAMP CENTRAL 4,000 3,000 2,000

More information

SyndicateBank Fair Practice Code for Credit Card Operations

SyndicateBank Fair Practice Code for Credit Card Operations 1. Preamble - A. The code details the obligations the SyndicateBank undertakes, while issuing credit cards* and will guide their staff in dealing with customers. The Code is meant to help the Credit Card

More information

ABERDEEN CITY COUNCIL JOB DESCRIPTION

ABERDEEN CITY COUNCIL JOB DESCRIPTION ABERDEEN CITY COUNCIL JOB DESCRIPTION All employees are required to carry out their duties and responsibilities in accordance with the Council s Safety Policy and all other Council policies and legislation

More information

BUSINESS REGISTRATION AND LICENSING AGENCY (BRELA) CLIENT SERVICE CHARTER

BUSINESS REGISTRATION AND LICENSING AGENCY (BRELA) CLIENT SERVICE CHARTER BUSINESS REGISTRATION AND LICENSING AGENCY (BRELA) CLIENT SERVICE CHARTER Foreword This Client Service Charter is a social pact between the Business Registrations and Licensing Agency (BRELA), a service

More information

Becoming a Cambridge International School A guide to the registration process

Becoming a Cambridge International School A guide to the registration process Becoming a Cambridge International School A guide to the registration process Section heading We are delighted you are interested in becoming a Cambridge International School. When you join us you will

More information

Patient Experience Team (PET)

Patient Experience Team (PET) Patient Experience Team (PET) We are here to help with: Comments Concerns Compliments Complaints Information for patients This leaflet can be made available in other formats including large print, CD and

More information

National Measurement Institute Service Charter

National Measurement Institute Service Charter Message from the Chief Executive National Measurement Institute Service Charter This Service Charter is a commitment about the service that the National Measurement Institute (NMI) will provide when you

More information

Guidance on a Model Complaints Handling Procedure

Guidance on a Model Complaints Handling Procedure Guidance on a Model Complaints Handling Procedure Scottish Public Services Ombudsman This document is available on request in other languages and formats (such as large print or Braille). SPSO Guidance

More information

Student Appeals. Policies and Procedures

Student Appeals. Policies and Procedures S3 Policies and Procedures Student Appeals Originator: Dean of Student Services Approver: Senior Academic Committee Effective: November 27, 2015 Replaces: June 20, 2014 1. Preamble Red River College will

More information

Then call us today (07) 5574 3213 or email santelint@intaconnect.net to find out more about how we can help you!

Then call us today (07) 5574 3213 or email santelint@intaconnect.net to find out more about how we can help you! Head Office: Suite 27, 39 Lawrence Drive, NERANG QLD 4211 Postal Address: PO BOX 3442 NERANG DC QLD 4211 T (07) 5574 3213 F (07) 5574 3215 E santelint@intaconnect.net W www.santelint.com.au The staff at

More information

Department of Customs & Excise

Department of Customs & Excise Department of Customs & Excise In the Ministry of Finance: Grenada Customer Service Charter March 4, 2012 Page 1 of 14 Our Customer Service Charter The Customer Service Charter of the Department of Customs

More information

Redundancy Payments Services. A Statement of Charter Standards

Redundancy Payments Services. A Statement of Charter Standards Redundancy Payments Services A Statement of Charter Standards How can we help you? Losing your job through redundancy can come as quite a shock. One of the first things you will want to know is what payments

More information

Information guide. How to make a complaint

Information guide. How to make a complaint Information guide How to make a complaint How you can comment, compliment or complain about your treatment or service We are committed to providing you with the best service possible. We are always looking

More information

Customer Feedback Report

Customer Feedback Report Customer Feedback Report Registrants and Customers Analysis 2015 FTPIMPROVEMENT@GDC-UK.ORG Table of Contents I. Overview... 2 II. Results Registrants... 4 III. Key findings Registrants... 5 IV. Key themes

More information

University of Alberta Business Alumni Association Alumni Mentorship Program 2015-2016

University of Alberta Business Alumni Association Alumni Mentorship Program 2015-2016 University of Alberta Business Alumni Association Alumni Mentorship Program 2015-2016 Program Guidelines This document is designed to be a reference guide, containing information that you will need throughout

More information

Contents Page Review of the Charter. 11 Working with you to finance higher education now and in the future

Contents Page Review of the Charter. 11 Working with you to finance higher education now and in the future Contents Page Review of the Charter Table of Contents...2 Purpose of the charter...3 Background...3 Mandate...3 Customers...3 Vision...3 Mission...4 Core Values...4 Functions...4 Clients...4 Stakeholders...5

More information

Effective management of customer complaints

Effective management of customer complaints Effective management of customer complaints 2 nd FICCI Quality Systems Excellence Awards for Manufacturing & Conference on Sustainable Manufacturing Growth through Quality Systems New Delhi 16.05.2013

More information

Revenues and Benefits Service Customer Charter

Revenues and Benefits Service Customer Charter Revenues and Benefits Service Customer Charter Who we are and what we do? The Revenues and Benefits Service is part of Finance and Corporate Support and operates from Bridgegate House, Irvine. The key

More information

You can check one of the following sections to find the information you need:

You can check one of the following sections to find the information you need: Lutterworth Dental Practice 29 George Street Lutterworth Leicestershire LE17 4EQ Tel: 01455 554291 Email: lutterworthdental@gmail.com A guide to our dental services for new and existing patients Welcome

More information

WIN. Factoring Services News. Factoring Services News. Common repairs what happens! page 6. worth of vouchers

WIN. Factoring Services News. Factoring Services News. Common repairs what happens! page 6. worth of vouchers Factoring news for homeowners in mixed tenure blocks in East Renfrewshire www.eastrenfrewshire.gov.uk/housing Winter 2015 Factoring Services News Complete our customer satisfaction survey inside this edition

More information

Customer Feedback Management Policy

Customer Feedback Management Policy Customer Feedback Management Policy Version 2.0 Table of Contents 1 Document Control... 3 1.1 Document Information... 3 1.2 Document History... 3 1.3 Scheduled amendments... 3 1.4 Document Approvals...

More information

Parent Rights & Responsibilities in Nevada Early Intervention

Parent Rights & Responsibilities in Nevada Early Intervention P a g e 1 Parent Rights & Responsibilities in Nevada Early Intervention What are my rights and why are they important? Rights protect your family and child. All families enrolled in early intervention

More information

Employee Performance Evaluation. I. Employee Information. Job Description. Attached.

Employee Performance Evaluation. I. Employee Information. Job Description. Attached. Employee Performance Evaluation I. Employee Information Employee Name: Employee Title: Review Period: Name of Manager: Title of Manager: Date of Review: II. Job Description. Attached. III. Work Priorities.

More information

CUSTOMER SERVICE STANDARDS

CUSTOMER SERVICE STANDARDS CUSTOMER SERVICE STANDARDS The Department of Justice (DOJ) is committed to providing a high standard of service at all times This note sets out the minimum standards of service you can expect from us.

More information

Witness information. Investigations

Witness information. Investigations Witness information Investigations We are the nursing and midwifery regulator for England, Wales, Scotland, Northern Ireland and the Islands. We exist to safeguard the health and wellbeing of the public.

More information

Investors in People First Assessment Report

Investors in People First Assessment Report Investors in People First Assessment Report K.H.Construction Cambridge Assessor: Lesley E Ling On-site Date/s: 3 rd September 2008. Recognition Date: Contents 1. Introduction Page 2 2. Assessment and Client

More information

YOUR GUIDE TO ANZ VIETNAM INTERNET BANKING

YOUR GUIDE TO ANZ VIETNAM INTERNET BANKING YOUR GUIDE TO ANZ VIETNAM INTERNET BANKING Table of contents Welcome note Getting started ANZ Vietnam Internet Banking Enquiries Account balances Credit Card enquiries Funds transfer Bill payment Requests

More information

Appointment as Non-executive Director Auckland International Airport Limited

Appointment as Non-executive Director Auckland International Airport Limited PO Box 73020 Auckland Airport Manukau 2150 New Zealand. Appointment as Non-executive Director Following our recent discussions, I am very pleased to confirm my invitation to you to join the Board of (Auckland

More information

Please print clearly 1 Please complete your name, address and contact details below. Title Surname Full given name(s)

Please print clearly 1 Please complete your name, address and contact details below. Title Surname Full given name(s) Bank of Melbourne Home and Contents Insurance Claim Case no. About this form Only complete this form if your claim is in respect to loss of or damage to Buildings/Contents/Personal Valuables or Legal Liability.

More information

Hospitality Services Service Level Standards

Hospitality Services Service Level Standards Hospitality Services Service Level Standards Contents 1. Introduction and Purpose 2. Customer Promise 3. Definition of Services 4. Performance Tracking and Reporting 5. Complaints Management 6. Training

More information

Our Service To You. Provision of Recruitment Services. Barnet and Chase Farm Hospitals

Our Service To You. Provision of Recruitment Services. Barnet and Chase Farm Hospitals Our Service To You Provision of Recruitment Services Barnet and Chase Farm Hospitals CONTENTS Title Page 1 Contents 2 1.0: Purpose 3 2.0: Performance Review 3 3.0: Modifications 3 4.0: Confidentiality

More information

GUIDE ON DEVELOPING SERVICE STANDARDS

GUIDE ON DEVELOPING SERVICE STANDARDS GUIDE ON DEVELOPING SERVICE STANDARDS Contents 1. Background... 3 2. Why the Guide/ Toolkit?... 4 3. Service Delivery Planning Value Chain Components... 4 4. Definition and types of Service Standards...

More information

Privacy Policy. Effective Date 1 October 2015

Privacy Policy. Effective Date 1 October 2015 Privacy Policy Effective Date 1 October 2015 The Rock - A division of MyState Bank Limited (MyState) ABN 89 067 729 195 AFSL 240896 Australian Credit Licence Number 240896 A wholly owned subsidiary of

More information

ANRD Service Delivery Standard

ANRD Service Delivery Standard Service Delivery Standard ANRD Service Delivery Standard From the Head of Division The ANRD Service Standard sets out our commitment to provide you with a high level of service, whether you are a producer,

More information

Office of the. Ombudsman. 2011 Annual Report. Message from the Ombudsman. Listening to you. Customer escalation process. Contact us.

Office of the. Ombudsman. 2011 Annual Report. Message from the Ombudsman. Listening to you. Customer escalation process. Contact us. Office of the Ombudsman 2011 Annual Report Message from the Ombudsman Listening to you Customer escalation process Contact us Helping you Message from the Ombudsman It is with pride that I assumed the

More information

Complaints. How to raise your concerns

Complaints. How to raise your concerns Complaints How to raise your concerns Raising your Concerns RNOH NHS Trust staff will do whatever they can to make sure you get quick, proper and fair treatment. However, sometimes things can go wrong

More information

Respecting your privacy

Respecting your privacy Respecting your privacy We respect your personal information, and this Privacy Policy explains how we handle it. The policy covers National Australia Bank Ltd ABN 12 004 044 937 and all its related body

More information

FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE

FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE Performance standards have been developed for all Fairfield Public Schools Technology Department team members to follow.

More information

Customer Charter. committed to providing a quality service

Customer Charter. committed to providing a quality service Customer Charter committed to providing a quality service Food Safety Authority of Ireland Our mission is to protect consumers health and consumers interests by ensuring that food consumed, produced distributed

More information

Customer services. Help us improve our services with your comments, compliments, concerns and complaints. With all of us in mind

Customer services. Help us improve our services with your comments, compliments, concerns and complaints. With all of us in mind Customer services Help us improve our services with your comments, compliments, concerns and complaints. With all of us in mind A short guide to customer services and how we can provide you with support

More information

Credit Guide. L1/658 Newcastle Street Leederville WA, 6007, WA, 6007 Fax: 0892881533 Email Address gmcmillan@capitafinance.com.au Mobile: 0431-841-967

Credit Guide. L1/658 Newcastle Street Leederville WA, 6007, WA, 6007 Fax: 0892881533 Email Address gmcmillan@capitafinance.com.au Mobile: 0431-841-967 Credit Guide This Credit Guide provides you with the key information that you need to know to make an informed and confident choice when engaging our products and services. This Credit Guide summarises

More information

Fair Practice Code Credit Cards (Customers)

Fair Practice Code Credit Cards (Customers) Fair Practice Code Credit Cards (Customers) 1. INTRODUCTION Preamble 1.1 This is a voluntary Code, adopted by RBL Bank and is based on Indian Banks Association s (IBA) Fair Practice Code and incorporates

More information

Complaints & Comments Leaflet

Complaints & Comments Leaflet Church Road Medical Practice Complaints & Comments Leaflet LET THE PRACTICE KNOW YOUR VIEWS PARTNERS Dr D Y Patwala Dr N Mugerwa Please Print a Copy (Revised Sept 2013) 1 Complaints Information on Website

More information

About the Department for Work and Pensions. Our service standards

About the Department for Work and Pensions. Our service standards About the Department for Work and Pensions Our service standards 2 About the Department for Work and Pensions Contents 3 Introduction 3 Disability and Carers Service 4 Jobcentre Plus 4 The Pension Service

More information

Australian Research Council. Client Service Charter

Australian Research Council. Client Service Charter Australian Research Council Client Service Charter June 2014 Message from the Chief Executive Officer Page 2 The Australian Research Council (ARC) is committed to the Australian Public Service (APS) Values

More information

Selima Customer Care Code March 2013. Customer Care Code. Selima Limited. March 2013. Form No: P112 Issue No: 1 Date: 03/13 DC1

Selima Customer Care Code March 2013. Customer Care Code. Selima Limited. March 2013. Form No: P112 Issue No: 1 Date: 03/13 DC1 Customer Care Code Selima Limited Table of Contents Our Commitment 3 Serving our Customers in Person 3 Serving our Customers on the Telephone 4 Serving our Customers in Writing 4 Serving our Customers

More information

POSITION DESCRIPTION. Scholarships Administrator. Student Administration

POSITION DESCRIPTION. Scholarships Administrator. Student Administration POSITION DESCRIPTION Scholarships Administrator Student Administration April 2016 POSITION DESCRIPTION Scholarships Administrator Context Lincoln University is New Zealand s specialist, land-based University

More information

Dodo Power & Gas Complaint Management Policy

Dodo Power & Gas Complaint Management Policy DODO POWER & GAS PTY LTD Dodo Power & Gas Complaint Management Policy Jurisdiction: All 2013 Policy Reference ref DPG 100-004 Version: 1.2 Author: Status Andrew Mair Draft Publication Date 7/06/2013 Location:

More information

Supplement to BULLETIN NO 38

Supplement to BULLETIN NO 38 Supplement to BULLETIN NO 38 JUNE 2003 In this Bulletin: Fairness in debt recovery; and Bank record keeping survey. Debt Recovery Action Commercial Decision vs Fairness As a further expansion of our approach

More information

TAXREP 01/16 (ICAEW REP 02/16)

TAXREP 01/16 (ICAEW REP 02/16) TAXREP 01/16 (ICAEW REP 02/16) January 2016 ICAEW research survey: HMRC Customer Service Standards 2015 Results of the ICAEW 2015 research survey among ICAEW smaller agents about HMRC service standards.

More information

Clydebank Housing Association Ltd. Factoring Complaints Handling Procedure

Clydebank Housing Association Ltd. Factoring Complaints Handling Procedure Clydebank Housing Association Ltd. Factoring Complaints Handling Procedure Management Committee submission: 27 November 2012 Approved: 27 November 2012 Review date: November 2015 This policy can be made

More information

Bharti AXA Life Insurance Co. Ltd. Citizens Charter Jan 2014

Bharti AXA Life Insurance Co. Ltd. Citizens Charter Jan 2014 Bharti AXA Life Insurance Co. Ltd. Citizens Charter Jan 2014 A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our

More information

ANZ Customer Grievance Redressal and Compensation Policy

ANZ Customer Grievance Redressal and Compensation Policy ANZ Customer Grievance Redressal and Compensation Policy TABLE OF CONTENTS PART A. CUSTOMER GRIEVANCE REDRESSAL POLICY PART B. COMPENSATION POLICY 8 3 PART A. CUSTOMER GRIEVANCE AND REDRESSAL POLICY Introduction

More information

Complaint management policy About this policy

Complaint management policy About this policy Complaint management policy About this policy This policy sets out our approach to managing complaints about our services, decisions, actions and officers. Contents A Overview... 3 Introduction... 3 Commitment...

More information

Online Banking, Bill Pay, and E-Statements

Online Banking, Bill Pay, and E-Statements Online Banking, Bill Pay, and E-Statements ERROR RESOLUTION NOTICE In case of errors or questions about your electronic transfers, call or write us at the telephone number or address listed in this brochure,

More information

Customer Service Charter

Customer Service Charter Customer Service Charter 1 Welcome Welcome to KDR, the proud operator and maintainer of the light rail on the Gold Coast. The light rail is a brand new transport system to the Gold Coast and we will all

More information

Working with us Support and benefits for authorised centres

Working with us Support and benefits for authorised centres Working with us Support and benefits for authorised centres Helping you serve your customers better Cambridge English exams are delivered by 2,800 exam centres in more than 130 countries. We put our centres

More information

Consultation and Engagement Strategy

Consultation and Engagement Strategy Consultation and Engagement Strategy Contents: 1. Introduction 2 2. Purpose 3 3. Aims and Objectives 4 4. Key principles 5 5. Delivery of the Strategy 6 6. Action Plan 2011-12 7 Appendix 1 Understanding

More information

The Trust. Customer Experience Policy. Customer Experience Team. Version: Final Version. Effective Date: July 2013. Affected Teams: All

The Trust. Customer Experience Policy. Customer Experience Team. Version: Final Version. Effective Date: July 2013. Affected Teams: All The Trust Customer Experience Policy Customer Experience Team Version: Final Version Effective Date: July 2013 Affected Teams: All TABLE OF CONTENTS 1. INTRODUCTION... 3 2. AIMS OF THE CUSTOMER EXPERIENCE

More information

DATA PROTECTION POLICY. Examples of personal data which TWM may require from clients include the following and for the reasons ascribed to each;

DATA PROTECTION POLICY. Examples of personal data which TWM may require from clients include the following and for the reasons ascribed to each; DATA PROTECTION POLICY Introduction TWM Solicitors maintain certain personal data about individuals for the purposes of satisfying operational and legal obligations. The Data Protection Act sets rules

More information

CLIENT CHARTER MCIS INSURANCE BHD

CLIENT CHARTER MCIS INSURANCE BHD CLIENT CHARTER MCIS INSURANCE BHD Our commitment to our customers We, at MCIS Insurance Bhd, will continuously innovate products and services whilst simplifying and creating user friendly business processes

More information

EFFECTIVE COMPLAINTS MANAGEMENT

EFFECTIVE COMPLAINTS MANAGEMENT EFFECTIVE COMPLAINTS MANAGEMENT EFFECTIVE COMPLAINTS MANAGEMENT SELF AUDIT CHECKLIST The State of Queensland (Office of the Ombudsman) 2006 The Queensland Ombudsman s Office has developed this Checklist

More information

Cash & Non Cash Handling

Cash & Non Cash Handling Cash & Non Cash Handling 1. Handling Cash Donations The key principles governing cash handling by charities are: all cash (including cheques, postal orders, drafts, credit card and gift card donations)

More information

The Engineers Canada Leader

The Engineers Canada Leader The Engineers Canada Leader Executive Summary Engineers Canada exists to provide national support and leadership on behalf of engineering regulators to promote and maintain the interests, honour, and integrity

More information

Taxicab Driver Sample Forms. 1. Tasks. Task 1. Task 2

Taxicab Driver Sample Forms. 1. Tasks. Task 1. Task 2 Sample Forms Taxi and limousine drivers drive automobiles and limousines to transport passengers. Taxi and limousine drivers are employed by taxi and other transportation service companies, or they may

More information