The Recoveries Corporation Customer Charter © was introduced in 2005 and makes 20 promises which ensure we always provide you with the highest level of customer care possible.
We aim to provide a truly positive experience every time you have contact with us. We believe true customer service comes from the actions of our people who are living our policy. We empower our people and foster a positive attitude within them so they can deliver excellent service to you at all times. We will continually strive to:
- Provide customer service excellence
- Create innovative credit solutions to boost your cash flow
- Protect your client base and reputation
Our Promises To You
Personal Information
1. We will prevent unauthorised access to the personal information of your customers
2. We will not disclose information to any third party without permission
3. You have the right to audit our record handling procedures at any time
4. We will ensure all information we hold is accurate by ensuring a two way process of communication is maintained with you
Service Standards
5. If an error occurs we will acknowledge it and quickly act to rectify it. We will then introduce procedures to ensure the same error will not be repeated
6. We commit to emulate the level of service you deliver to your own customers
7. We will consider all feedback and listen to suggestions on how we might improve our services
8. We will continuously monitor our performance to our agreed Service Level Agreement and strive to make on-going improvements where appropriate
9. If you change your account manager we will ensure a meaningful handover occurs and you are kept up to speed
10. We will provide you with details of any changes to our services before they occur through personal interaction, via our website and through service information (our newsletter)
Your Reputation
11. We will ensure our processes are fully compliant with legislative guidelines (ACCC and other statutory bodies)
12. We will honour your brand and reputation and operate as an extension of your business, recognising your culture and business objectives
13. We will treat your clients, fairly, impartially and courteously
Accessibility
14. You will be able to contact us at anytime during business hours (9.00am – 5.00pm, Monday to Friday)
15. We promise to reply to your e-mail requests within two working days
16. If your call is directed to an answering machine during our business hours we will return that call within one working day
17. We will make our Internet home page our primary source of information where product information can be accessed 24 hours a day, 7 days a week
18. We will provide you with a full quote and proposal for our services within one working day, if they are available on our standard price list. Otherwise, we will provide you with the quote and proposal within seven working days. If we require a longer lead time we will contact you
Accountability
19. We will provide you with an Annual Report regarding our performance to the standards set out in this Customer Charter and the Service Level Agreement
20. To ensure Recoveries Corporation continuously improves in the customer service field, we commit to an annual review of the Charter