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Our Customer Charter

Our Customer Charter sets out the promises we make to our customers and inform the creation and ongoing development of positive, intentional customer strategy and service design.

Our principles

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You matter.

We care about you and your situation

  • You will be treated with respect, dignity and kindness.
  • We listen to understand your particular circumstances.
  • We will find you additional help if you need it.
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Right by you.

We are responsive, transparent, and create solutions that work for you

  • We ensure your matters are dealt with privately and in a timely manner.
  • We will work with you to find a preferred way to communicate.
  • We will present information to you clearly and simply.
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Better for you.

We constantly challenge ourselves to deliver you better outcomes

  • We act on your feedback to create better experiences in the future.
  • We invest in technology to give you more options to communicate and transact with us.
  • We look for inspiration outside of our industry to deliver exceptional omnichannel experiences.

Our team are here to assist

We have a number of departments and teams, so please call us on the phone number listed in the letter, email or SMS we sent to you. Alternatively, call our switchboard team on +61 07 3292 1000 and they will direct you through to the right area.

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