Customer Service Charter

We will strive to deliver a standard of service that our customers are proud to receive and we are proud to provide.

When you visit our office we will:

  • Greet you and let you know if there may be service delays
  • Keep waiting time to a minimum
  • Treat you with respect, courtesy and dignity
  • Listen to you carefully and fully consider your issues
  • Help you with accurate information on our products and services
  • Ensure you understand documents and forms
  • Assist you to contact other officers or agencies if required.

When you write to us we will:

  • Reply to you promptly by phone or letter depending on your request
  • Invite you to contact us again if we can’t solve your problem completely.

When you phone us we will:

  • Answer the phone promptly
  • Try to solve your problem ourselves or refer you quickly to someone who can
  • Call you back if we cannot resolve your query promptly.

How you can help us:

  • Treat us with respect and courtesy – we will do our best for you
  • Tell us if your contact details change
  • Let us know if there’s anything you don’t understand
  • Give us feedback on our service.

If you don't agree with an officer's decision:

  • We will help you access the review process.