Customer service

Our customer service promise

Our promise to you is to provide high quality, consistent and accessible public services that are right first time.

In return we need you to treat our employees with respect – we will not accept any form of abuse, discrimination, harassment or threats.

Service you can trust

We will:

  • be open, honest, polite and helpful
  • listen to you and make sure we understand your situation first time
  • treat you fairly and with respect
  • protect your personal information
  • tell you what to do if you're not satisfied with our service

Keeping you informed

We will:

  • explain our decisions
  • tell you what will happen next, and when
  • keep you informed of the actions we're taking
  • explain the reasons for any delay
  • reduce the need for you to contact us

Getting it right

We will:

  • give you accurate answers
  • make sure information we publish is correct
  • do what we say we will
  • if we make a mistake, put it right
  • use your feedback to improve how we do things

Easy access

We will:

  • make services available online at all hours
  • empower you to do things for yourself
  • support our customers that are unable to self-serve
  • use plain language when we write or speak to you
  • publish our standards for service responses