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Our commitment to you
What you can expect from us, and when you can expect it.
Our Customer Service Promise
- When you call us, you are not placed in a waiting sequence. If we cannot answer your call, our voicemail picks up in four rings.
- We typically return calls within hours, but promise to do so within 1 business day of receipt.
- We acknowledge emails and online complaint forms within 2 business days of receipt.
- We acknowledge regular mail within 3 business days of receipt.
Our Time Standards
- We intend to treat each individual case in a timely manner.
- We aim to provide the following service timelines:
|
Complaint Type |
Service Timeline Goal |
|
Support and Advice |
5 business days |
|
Early Resolutions |
15 business days |
|
Investigations |
30 business days |
- While there are certain steps that need to be taken to ensure fairness for all parties, and while there can be unavoidable delays, we will review each case thoroughly and do our best to keep you informed every step of the way.
Our Standards for Decision-Making
- Anyone affected by a decision will have a chance to give information and evidence to support their position.
- Each complaint is considered on its own merits.
- You will be kept informed about what is happening and why it is happening.
- When a decision is made, you will be informed of the decision and why it was made.