Customer Support Policy

Intent

This Customer Service Policy formalises our commitment to providing the best possible service to our customers.

The aims of our Customer Service Policy are to:

make transactions easier for customers and clients
provide customers and clients with a consistent level of customer care
provide clear written guidelines to staff
provide clarity around complaints and dispute resolution processes
help achieve the vision, goal and mission of our organisation.

Scope

This policy and associated procedures apply to all directors, staff and contractors working for the organisation.

Policy

FATAH.CO prioritises the effective service of customers and the respectful handling of customer complaints.

FATAH.CO commits to the following principles and practices in customer service.

Friendly, professional customer interactions

We will:

Speak respectfully to customers at all times
Listen carefully and allow customers time to explain the circumstances fully
Convey a sound knowledge of the business, including its goods, services and guidelines
Respect customer privacy and confidentiality, in accordance with The Privacy Act 1988 and the Australian Privacy Principles.

Accurate and consistent information about goods and services

We take active measures to ensure that we:

Always communicate factually, honestly and accurately to customers, whether in writing, verbally or face-to-face
Keep publicly available information about goods and services updated
Provide a clear explanation of our dispute resolution process.

Prompt and efficient services

So that we can improve our approach to customer service we:

Strive to address customer enquiries within a reasonable timeframe, whether in writing, verbally or face to face
Regularly review customer service performance, and incorporate findings in staff training and development activities.

Service Standards

The following service standards apply when communicating with customers:

Telephone

Management and staff to answer the phone within 3 to 4 rings.
Management and staff to identify FATAH.CO and name when answering the phone
If the required person is not available, staff will offer to take a message, recording relevant details accurately.
Management and staff will pass on the message to the relevant person by email and/or text in a timely manner.

Email

When not in the office for an extended period, management and staff will ensure that out-of-office notification is activated.
Management and staff will respond to customer emails in a timely manner.
Management and staff will use Plain English when replying to customer emails.

Face to Face

Management and staff will communicate in a friendly, open way.
Staff will listen to what the customer has to say before responding. Do not interrupt the customer.
Staff will respond to customer enquiries and complaints in a respectful way.

Website

Management and staff will.

Ensure that the information contained on the website is updated and accurate
Ensure that contact information is updated
Answer customer enquiries with a 24-hour period.
When collection information via our website, ensure that our Privacy policy is easily accessible and available on our website.

Management and staff will ensure that customer enquiries and complaints received via the organisation’s social media and digital channels are answered in a timely and accurate manner.

Complaints Handling

The FATAH.CO complaints process is visible and accessible to staff. It is written in a way that management and staff can easily understand, using Plain English.

We acknowledge that the resolution of customer complaints is a key component of effective customer service.

Complaints handling process

We have the following procedures in place for handling complaints.

Initial complaint

Listen respectfully to the customer in a fair and impartial way.
If the complaint is received in writing, acknowledge the complaint within a 24- to 48-hour period.
Ensure our name and contact details are clearly visible and accessible throughout our website and social media channels.
Record the customer complaint in writing, obtaining all relevant details. The organisation will not usually action anonymous complaints.
Attempt to resolve customer complaints during the first stage.
If complaints cannot be resolved, escalate the complaint to a supervisor or manager.
Acknowledge that staff members have the right to be protected from unreasonable and abusive customers.

Escalated complaint

Staff are to fully brief the supervisor or manager about the complaint.
Management are to keep the customer informed of the steps being taken to resolve the escalated complaint.
Management are to attempt to resolve the escalated complaint promptly.

Complaint resolution

Management are to advise the customer of the outcome and explain the decisions clearly.
FATAH.CO will fix errors willingly.
Management are to inform the customer of ongoing improvements to the business, if relevant.

Responsibility and Review

This Customer Service Policy is the responsibility of the Management of FATAH.CO.

We understand that each client has unique needs and requirements. Therefore, we are committed to working closely with you to ensure that your project meets your specific needs and expectations. Our customer support policy is designed to provide you with the highest level of service and support throughout the entire process.

If you have any questions or concerns about our customer support policy or any of our services, please do not hesitate to contact us at [email protected]. We are always here to help you.