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Our Customer Charter

Our Customer Charter outlines what you can expect from us and how you, as a member of the public, can help us to deliver a high standard of customer service.

​Customer Charter principles

Our Customer Charter consists of six key principles.

We will listen to you

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

We will make it easy for you

  • 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.

We will continually improve

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

We will treat you 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.

We will get the job done on time

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

In return, your commitment to us

  • You will treat our people with respect.
  • You will give us the correct information at the right time.
  • You will work with us collaboratively.

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

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