Our Customer Promise

​Customer Promise principles

Our Customer Promise consists of five key principles.

You will be heard

• We will work to understand your issue.
• We will use plain language.
• We can communicate in your language.

You will find it easy to deal with us

• We will offer a range of ways to connect with us.
• We will get you to the right place or person quickly.
• We will share our knowledge with you.
• We will be consistent in our service.

You will see us continually improving

• We will respond to your feedback.
• We will learn from our mistakes.
• We will innovate and adapt.

You will be treated with respect

• We will honour Te Tiriti o Waitangi.
• We will provide services that are accessible.
• We will be inclusive and respect diversity.
• We will respect your privacy.
• We will look after your health, safety and welfare.

Your request will be completed on time

• We will explain how long it will take.
• We will keep you up-to-date.

In return, we ask that you treat us kindly

• Treat our people with respect.
• Provide us with the correct information at the right time.
• Work with us collaboratively.

We support our people to take the steps they need to stay safe and look after themselves and others.