This Customer Service Policy formalises our commitment to
providing the best possible service to our customers. The
aims of our Customer Service Policy are to:
make transactions easier for customers and clients
provide customers and clients with a consistent level of
customer care
provide clear written guidelines to staff
provide clarity around complaints and dispute resolution
processes
help achieve the vision, goal and mission of our
organisation.
Scope
This policy and associated procedures apply to all directors,
staff and contractors working for the organisation.
Policy
Beeline Networks ltd prioritises the effective service of
customers and the respectful handling of customer complaints.
Beeline Networks ltd commits to the following principles and
practices in customer service.
Friendly, professional customer interactions
We will:
Speak respectfully to customers at all times
Listen carefully and allow customers time to explain the
circumstances fully
Convey a sound knowledge of the business, including its
goods, services and guidelines
Respect customer privacy and confidentiality, in accordance
with The Privacy Act 1988 and the Australian Privacy
Principles.
Accurate and consistent information about goods and
services
We take active measures to ensure that we:
Always communicate factually, honestly and accurately to
customers, whether in writing, verbally or face-to-face
Keep publicly available information about goods and services
updated
Provide a clear explanation of our dispute resolution
process.
Prompt and efficient services
So that we can improve our approach to
customer service we:
Strive to address customer enquiries within a reasonable
timeframe, whether in writing, verbally or face to face
Regularly review customer service performance, and
incorporate findings in staff training and development
activities.
Service Standards
The following service standards apply
when communicating with customers:
Telephone
Management and staff to answer the phone within 3 to 4
rings.
Management and staff to identify Beeline Networks ltd and
name when answering the phone
If the required person is not available, staff will offer to
take a message, recording relevant details accurately.
Management and staff will pass on the message to the
relevant person by email and/or text in a timely manner.
Email
When not in the office for an extended period, management
and staff will ensure that out-of-office notification is
activated.
Management and staff will respond to customer emails in a
timely manner.
Management and staff will use Plain English when replying to
customer emails.
Face to Face
Management and staff will communicate in a friendly, open
way.
Staff will listen to what the customer has to say before
responding. Do not interrupt the customer.
Staff will respond to customer enquiries and complaints in a
respectful way.
Website
Management and staff will.
Ensure that the information contained on the website is
updated and accurate
Ensure that contact information is updated
Answer customer enquiries with a 24-hour period.
When collection information via our website, ensure that our
Privacy policy is easily accessible and available on our
website.
Social and Digital Channels
Management and staff will ensure that customer enquiries and
complaints received via the organisation’s social media and
digital channels are answered in a timely and accurate
manner.
Complaints Handling
The Beeline Networks ltd complaints process is visible and
accessible to staff. It is written in a way that management
and staff can easily understand, using Plain English. We
acknowledge that the resolution of customer complaints is a
key component of effective customer service.
Complaints handling process
We have the following procedures in
place for handling complaints.
Initial complaint
Listen respectfully to the customer in a fair and impartial
way.
If the complaint is received in writing, acknowledge the
complaint within a 24- to 48-hour period.
Ensure our name and contact details are clearly visible and
accessible throughout our website and social media channels.
Record the customer complaint in writing, obtaining all
relevant details. The organisation will not usually action
anonymous complaints.
Attempt to resolve customer complaints during the first
stage.
If complaints cannot be resolved, escalate the complaint to
a supervisor or manager.
Acknowledge that staff members have the right to be
protected from unreasonable and abusive customers.
Escalated complaint
Staff are to fully brief the supervisor or manager about the
complaint.
Management are to keep the customer informed of the steps
being taken to resolve the escalated complaint.
Management are to attempt to resolve the escalated complaint
promptly.
Complaint resolution
Management are to advise the customer of the outcome and
explain the decisions clearly.
Beeline Networks ltd will fix errors willingly.
Management are to inform the customer of ongoing
improvements to the business, if relevant.
External resolution process
If a complaint cannot be resolved,
customers may be advised to approach NSW Fair Trading or the
Industry Ombudsman.
Responsibility and Review
This Customer Service Policy is the responsibility of the
Management of Beeline Networks ltd.
This policy was last updated 18/01/2022 and will be reviewed
18/01/2023
