Customer Service Charter

Who are our customers?

Anybody who has contact with us is considered to be a customer, and includes -

• People with a vision impairment
• Government and semi-Government Departments
• Other service providers
• Schools
• Medical, para-medical and Legal professionals
• Transport providers
• People who buy from us via our Telemarketers
• Sponsors and Donors
• Business contractors
• Service Clubs

As well, Royal Guide Dogs Tasmania sees its own staff as internal customers, drawing upon services from within our own expertise.

The standard of service you can expect from us

• We will provide prompt, friendly and efficient service.
• We will answer your queries courteously and provide accurate and helpful information.
• We will be accessible for enquiries and discussions.

Personal visits to our office

We will endeavour to greet you immediately you enter our premises, and to attend to your request in a pleasant and courteous manner.

Our offices are extremely busy, however, therefore we very much appreciate if you are able to make an appointment if you are coming to see our extensive range of low vision aids or wanting low vision assessment services.

Our office telephone service

• We will identify ourselves by name when answering your call.
• We will connect you to someone who can assist you, if the person you ask for is not available.
• We will respond to all messages in a timely manner.
• We will not leave a query unsatisfied without an agreed action plan.

If you require our professional services

• You do not need a referral from a professional source - you can refer yourself simply by phoning or coming in.
• You will be contacted by our Program Manager within two days to arrange an initial appointment either in your home or at your workplace.
• Your needs will be attended to by our professionally trained staff.
• You will be treated with courtesy, dignity and confidentiality.

Royal Guide Dogs Tasmania is the sole provider of a range of high quality services to people who are blind or vision impaired in Tasmania, with the primary objective of improving their quality of life.

Written Communications

• We will respond to all correspondence within five days.
• If a full response is not possible within five days, then we will acknowledge your communication and include a timeframe for a full response.
• We will acknowledge all donations in a timely manner.
• We will endeavour to communicate with you in your preferred format.

Information Referral Service

We will ensure that if we cannot satisfy your enquiry, we will refer you to someone who can.

Access

Our offices are open to the public from 9am - 5pm weekdays. It is always best, however, to make an appointment if possible.

Our aim is never to give you cause for complaint, but if you do we will treat your comments seriously. We are continuously reviewing and improving our services, so please let us know if you find our service satisfactory - or if our service standards fail to meet your requirements. We will respond quickly and in a positive manner to any comments.