Customer Service Charter

The Customer Service Charter guides ASIAL’s partnerships with members. It contains information on what you can expect of us, and how you can help us maintain and improve service standards.

What you can expect from us:

- Courteous, professional and enthusiastic staff who will greet you in a friendly way and identify themselves by first name;

- Staff with the knowledge, authority and responsibility to deal with your enquiry, or where necessary refer you to someone who can;
- Honesty, openness and transparency in your dealings with us;

- An outcome-oriented focus when dealing with your queries and a commitment to working with you;
- Confidentiality and respect for your privacy;
- All emails and phone calls will receive a prompt response;
- Clear and accurate information, and an easy-to-use service;
- A commitment to help you the first time you contact us;
- A commitment to go the extra mile – always asking ‘what else can we do?’ and ‘how can we do more?’;
- A commitment to deliver on our promises.

How can you help us help you?

While we strive to provide you with the highest standards and service possible, we would also ask for you to assist us by:
- Asking us first for what you need, want or expect;
- Treating our staff courteously and with respect;
- Providing feedback to enable us to improve our service;
- Being prepared to provide ASIAL with all relevant information in your dealings with us;
- Working with ASIAL to solve any problems you may have.

Privacy

We value your personal information and take all reasonable precautions to protect this information. With your help we will keep this information up to date. Please refer to our Privacy Policy for more information.

Have your say

We aim to continuously improve the service we offer. Your feedback is important to us as it can help us make improvements for the benefit of all our customers.

If you have a compliment, suggestion or complaint you can:
Contact us on 1300 127 425
Email [email protected]