we aim to answer your telephone call within 30 seconds and reply to voicemail messages, emails, social media, and mail correspondence within two business days of receipt. Where we are unable to resolve your matter within these time frames, we will keep you informed and aim to finalise your matter within 10 working days.

We will welcome you and greet you with a smile when you arrive at our centre. We will listen to your needs and are open to your feedback.

In all our interactions by being fair, friendly, and respectful. We will listen and provide solutions that best suits your needs in the first instance. Our staff will provide accurate and consistent information on our services, policies, and procedures.

We will strive for a resolution you are satisfied with and explain our reasoning if this cannot be achieved.

Be easily identifiable 

We will identify ourselves by name over phone, email, and social media. When in our centres, you will be able to find a staff member to serve you by looking for us in our easily identifiable uniforms.

• Are inclusive

• Are safe, clean, and well-maintained with clear signage

• Will remain consistent to the best of our ability

• Is informative, consistent, accurate and inclusive

• Provide a minimum of two weeks’ notice for any maintenance or service disruption outside of extenuating circumstances

• Consult and seek your feedback regarding our services and facilities

• Reading our Terms and Conditions

• Providing us with your feedback by speaking with our staff or completing the feedback form on our iPads

• Asking us if you have a question

• Talking to us if you have any concerns or do not understand the information we give or send to you

• Letting us know if you need help

• Treating our staff with courtesy and respect