Client Service Charter

The Signate Group Client Service Charter

At The Signate Group, we are guided by our company purpose and values in everything we do. Our values form the foundation of how we conduct ourselves and interact with you, our clients.   All employees and contractors of The Signate Group are asked to uphold these values.

The client service charter supports our commitment to upholding the highest standard of client service excellence and provides you with information on how we will achieve this. The client service charter clearly defines the standards you can expect when dealing with The Signate Group to ensure a positive client experience.

Who are our clients?

A client is any person who has direct contact or a commercial relationship with The Signate Group, including our Contributors and Stakeholders with whom we interact regularly.  Contact may be through multiple communication channels, including telephone, website, face to face meetings, online meetings or in writing.

The Signate Group Core Values

Success:  We are committed to delivering service excellence to our clients and our team

Authenticity:  We act with integrity and honesty in every decision and interaction

Culture:  We work as one united team, valuing every voice and interaction

Innovation:  Innovation drives our pursuit of excellence

Partnerships:  We build enduring partnerships founded on trust, care and shared success

Client service standards

Our service commitment:

• We are respectful to our clients
• We provide prompt, courteous and efficient client service
• We take ownership of your enquiry and keep you informed throughout the process
• We are realistic and transparent in terms of what we can do and by when
• We provide you with accurate and consistent information
• We respect your privacy
• We actively seek out your feedback to ensure our service is meeting your needs.

Telephone enquiries

• We will answer your call promptly
• We treat you as an individual
• We will respond to recorded voice messages within one business day where practical
• We take personal responsibility and ownership of your enquiry
• We actively listen to your enquiry to understand the purpose of your call
• We ask for permission before transferring you or putting your call on hold

In-person

• We give you our full attention
• We are professional in our appearance
• We take the time to build relationships with you
• We treat you as an individual
• We are friendly and welcoming.

Written, website or email enquiries

• We acknowledge all enquiries promptly
• Where your enquiry requires more in-depth follow-up, we will notify you in writing of the anticipated timeframe
• We communicate using clear, simple language and where possible will limit the use of jargon
• We maintain a professional and friendly tone when communicating in writing
• We always provide an email signature with relevant contact details
• If your primary contact is away or unable to respond, they will provide alternative contact details and a return date via an ‘out of office’ message.

How you can help us deliver on our promise

You can help us meet our commitment to you by:

• Being courteous, polite and respectful towards Standards Australia employees and contractors
• Providing us with accurate information so that we can respond to your enquiry promptly
• Bringing any concerns or enquiries about our product or service to our attention as soon as practical
• Providing us with honest feedback about the level of service we provide through client surveys that we champion.

Client feedback

As we strive to deliver exceptional client service, we encourage you to provide feedback. Whether you have a request for action or a compliment we would like to hear from you. When we receive feedback from you, we will:

• Listen objectively to your thoughts
• Manage the feedback with courtesy and respect
• Impartially investigate your feedback
• Keep you updated with progress and ultimately with an outcome
• Inform you of any action we have taken
• Use the information you provide to improve our products or services and acknowledge our staff of any compliments they have received.