scope:

This Standard covers aspects of customer relations in the following sections:

• Dealing with customer comments;

• Industrial action;

• Education and information campaigns;

• Customer charter;

• Incorporating customer needs.

This standard addresses and supports customer service delivery issues of;

• Customer relations;

• Customer comments;

• Staff knowledge and behaviours;

• Customer Service Centre services; and

• Customer needs.

insofar as they relate to customer relations.

Purpose

The purpose of this Standard is to state all the requirements relating to the provision of services to customer relations.

These services include dealing with customer comments, providing refunds during industrial action, education and information campaigns, the provision of a customer charter and incorporating customer needs.