Public Sector Commission Customer Service Charter

Date approved: 24 March 2020

These are the standards we set:

Our staff:

• respond to queries promptly
• identify themselves
• listen carefully to what you have to say
• are helpful, polite and courteous
• advise if unable to assist, and redirect you if possible
• have the appropriate authority to assist, or will find someone who can
• follow through on any commitments they make
• value and encourage feedback
• acknowledge and rectify any error when it occurs.

Our information is:

• easy to access, including in other formats if requested
• accurate and consistent
• relevant and practical.

Our actions:

• are fair and impartial
• are completed within specified timeframes
• take individual needs into consideration.

These are our expectations of our customers:

To assist us to assist you, we ask that you:

• provide us with timely, accurate and relevant information
• recognise and understand your responsibilities and accountabilities
• give us constructive feedback about our products and services
• treat our staff with respect and courtesy.

Feedback

We value feedback and encourage you to help us improve our products and services by:

• complimenting us on what we do well
• offering suggestions on what we might do differently.

Making a complaint about the Commission

We want to know if a product or service does not meet your expectations. If you are dissatisfied with the Commission’s staff, products or services you may make a complaint to us. In most cases, we can only accept a complaint from the affected person. If you are unable to act for yourself, we may accept a complaint from a representative. We may ask for written confirmation from you that you are happy for the representative to act on your behalf.

Before you make a complaint, we ask that you first try to resolve the matter with the relevant staff member or division.

Once we receive your complaint, we:

• acknowledge receipt of the complaint
• handle your concern in a confidential manner
• consider your complaint carefully
• keep you informed on the progress of your complaint
• provide you with reasons for any decisions made
• use your complaint to help us improve our products and services.