Customer Service Charter

 

Our Vision

Our vision is to help build vibrant Rural & Urban communities. We aim to strengthen the capacity of individuals and communities to take advantage of change within Australian society.

To achieve this vision, we work in partnership with all levels of government, funded services, communities, private and public companies and individuals to identify needs and find solutions.

Our Values

The core values on which the culture of the Fourways Group is based are those of: Customer Service, Integrity, Respect, Collaboration, Learning and Consumer Focus. These values ensure responsive and accountable service to the people of Australia and overseas countries.

Aim

The Fourways Group Customer Service Charter provides an outline of the level of service individuals can expect when accessing Fourways Group services.

What you can expect from us

Quality responsive services

We will attend to your enquiry promptly. This means that:

  • we will endeavour to return phone enquires promptly.

  • if the person you talk to cannot answer your enquiry, they will put you in touch with someone who can give you an appropriate response

  • we will respond to all your letters and emails

  • if you lodge a complaint, we have a dedicated complaints person who will work with you to understand and address your concerns.

  • Please see the contact details below should you wish to lodge a complaint.

Courtesy and respect

We will treat you with courtesy and respect.

Fair and equal services

Our staff are aware of the cultural diversity of our communities. We will provide services in a fair and equitable way. Re Equal Opportunity Act 1984

Because we want everyone to be treated fairly, we will ensure where possible we have premises and facilities that you can access easily.

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Fourways Group Customer Service Charter

Accountability

You will receive up-to-date and accurate information. Whenever possible, our staff will explain the decision-making processes and their impact. If we cannot assist you, we will do our best to refer you to someone who can.

Confidentiality

We will treat your personal and confidential information with sensitivity. We will collect, store and use your personal and confidential information responsibly. Please note that in some circumstances, we may be required by law, to release your information without your consent.

Occupational Health and Safety

The Occupational Safety and Health Act 1984, encourages and improves standards for occupational safety and health in the workplace by involving people in the identification of hazards.

All employees and contractors are duty-bound to follow and implement the WA Occupational Safety and Health Act 1984. By providing a safe working environment and taking reasonable steps to protect themselves, customers and others in the workplace by following safe work procedures and using protective equipment when required.

How you can assist us tell us your needs

Help us to understand your needs so that we can give you the best possible service. You can do this by talking with our staff and participating in the consultation activities we conduct. We will listen to you. Tell us if things change for you

Please tell us if there are changes we should know about, for example, changes to your contact details.

Tell us how we are doing

If something happens that you like or do not like about our service, please let us know. We want to ensure your issues are heard. You can tell us in a way that suits you:

  • Talk to your consultant or manager.

  • Contact us online at fourwaysgroup.biz 

  • Or email to : info@fourwaysgroup.com.au 

  • Call us on: 61+ 0428 899 010 (8 am – 5 pm, Monday to Friday wst).
    Write to us at: 

           Fourways Group Pty Ltd
           4 Lionel Street, Byford WA 6122