Customer service charter – Sydney Institute

Sydney Institute Service Charter ensures you receive the highest quality service during your time with us. If you have enquiries, please contact us.

Sydney Institute is committed to providing you with a responsive, courteous and informed service to help you achieve your personal, education and career goals by:

• always putting you, our valued customer, first
• respecting customers’ backgrounds and supporting your individual needs
• providing comprehensive, accurate and timely information
• taking time to understand your requests
• giving all your enquiries our full attention
• having transparent, consistent and easy to understand administrative processes
• providing a professional, helpful and reliable service.
  

Sydney Institute is here to meet the needs of a diverse customer base while allowing for individual differences by continually developing our day-to-day:

• service standards
• complaint resolution processes
• customer satisfaction measurements.
  

We are committed to acknowledging a customer as early as possible by aiming to:

• answer your telephone call within four rings, identifying ourselves and our organisation
• reply to your email enquiries within two working days
• respond to your written mail and facsimile enquiries within five working days
• attend to and deal with counter enquiries immediately
• follow up on enquiries that cannot be answered immediately or put you in touch with the person who can be of assistance
• keep Sydney Institute publications and website information accurate and up-to-date.
  

Our main information centres are open 8.30 am to 5.30 pm each business day.

If problems arise we will:

• deal with the matter straight away
• advise you of what can be done when the matter cannot be dealt with immediately
• advise you of any further steps you can take if you remain unsatisfied.

We ask that you:

• treat staff and other students with courtesy and respect
• be aware of, and follow, TAFE rules and procedures
• always read and, where necessary, respond to correspondence from us
• carry your TAFEcard with you at all times
• provide relevant documents and accurate information so we can help you
• respect deadlines so the difficult issue of penalties can be avoided
• alert us to changes to your details
• ask for help and give us feedback on our services.

We value your feedback and welcome any comments or suggestions you may have on how we can improve our service. For further details or information contact 1300 360 601 or 2}email sydney.info (AT) tafensw.edu.au{/link}.