Customer Charter

1. Prioritising safety and security

We're AS/NZS-accredited for Safety (AS/NZS 4801:2001), reflecting the value we place on making sure our customers (and our staff) work in a safe environment. This means ensuring that:

• all team members fully trained and suitably accredited;
• all tradespeople are qualified and vetted via police checks;
• all field staff are fully identifiable by way of uniforms and ID badges

2. Being courteous, professional and prompt

We recognise the value in getting the basics right, so we promise to do our best to:

• answer 80% of calls within 60 seconds
• provide an e-mail response within 2 days
• provide an escalation point if we are unable to answer your query immediately
• use plain language in all our communications

3. Taking care with personal information

It's necessary for us to collect certain personal details from you in order to do the work we do. We recognise the trust you place in us when you do. Accordingly, we will always:

• Take your privacy seriously
• Maintain, update and adhere to our Privacy Policy

4. Creating opportunities for feedback/complaints

We do our best to avoid any situations where you feel like you need to make a complaint. However, we recognise that from time to time we may fall short of our own high standards. When this happens, you need to have a way to address your concerns. Therefore, if you lodge a complaint, we will:

• provide a formal response within 5 days; and
• provide an appeal avenue if you are not satisfied with the outcome of the situation

5. Being an environmentally responsible company

We take our commitment to the environment very seriously. That's why we've worked hard to achieve (and maintain for 15 consecutive years) our ISO 14000:2004 accreditation, which deals with our efforts to minimise our impact upon the environment. In line with this commitment, we:

• consider the environmental effect of all our operations
• provide practical advice to improve our customers' environmental awareness
• commit to being a carbon neutral business by 2012

6. Reviewing our performance against this document

We know actions speak louder than words, so we will regularly compare our actions with the promises contained within this Customer Charter. Where we need to improve, we commit to doing so promptly. We will also update this document over time as the need arises, in line with our aim to continuously improve our customer service.