Our Customer Promise outlines what you can expect from us and how you, as a member of the public, can help us to deliver a high standard of customer service.
Tā Mātou Kī Taurangi ki te Kirihoko Our Customer Promise
Customer Promise principles
Our Customer Promise consists of five key principles.
You will be heard
- We will work to understand your issue.
- We will use plain language.
You will find it easy to deal with us
- We will offer a range of ways to connect with us.
- We will get you to the right place or person quickly.
- We will share our knowledge with you.
- We will be consistent in our service.
- We will respond to your feedback.
- We will learn from our mistakes.
- We will innovate and adapt.
You will be treated with respect
- We will honour Te Tiriti o Waitangi.
- We will provide services that are accessible.
- We will be inclusive and respect diversity.
- We will respect your privacy.
- We will look after your health, safety and welfare.
- We will explain how long it will take.
- We will keep you up-to-date.
In return, we ask that you treat us kindly
- Treat our people with respect.
- Provide us with the correct information at the right time.
- Work with us collaboratively.
We support our people to take the steps they need to stay safe and look after themselves and others.