Customer Service Charter
Introduction
The Customer Service Charter has been developed to provide a framework for the Faculty of Health Sciences to ensure the provision of customer service meets the goals of our mission and assists us to aspire to our vision.
Mission
The Faculty of Health Sciences shares the mission of Curtin University of Technology in its dedication to the advancement of knowledge and the enrichment of culture, with its focus on the quality of health services in Australia and the region.
Values
The Faculty places particular value on:
- Excellence in scholarship, teaching, research and professional practice
- Critical and logical analysis
- Openness and curiosity about new ideas
- Ability to work collaboratively
- Maintenance of high ethical standards
- Awareness of the impact of inequality and disadvantage on health status
- Effective partnerships and a collegial environment
Vision
The Faculty of Health Sciences aspires to be the premier health sciences education institution in Australia and the region.
Customer Service assisting the attainment of our Vision.
In attaining our vision we will
- Value each other and our customers
- Deal with each other and our customers efficiently and effectively
- Be culturally sensitive
- Provide accurate, cordial, consistent and timely service
- Be committed to the work we do
- Carry out our duties with confidence
- Continuously review our procedures to improve our efficiency
- Deal with each other and our customers in an unbiased and non judgemental manner
- Ensure easy access to our services
Services to our Customers
- Accurate information
- Efficient and prompt assistance
- Policy and Procedures
- Clinical services
- Secretarial and administrative support
- Collegial Support
- Academic advice
- Course information
Customers
Our principal customers are
- Collaborative Partners
- Community Partners
- Internal clients
- Students (current and prospective)
Our Commitment to our Customers
Customers can expect a commitment to quality and responsive services from the Faculty of Health Sciences. We do this by:
- Welcoming customers in a friendly manner
- Introducing ourselves and clearly identifying our area
- Listening to our customers, discussing issues fully and agreeing on an outcome
- Sending out information on the day requested
- Always attending to any follow up or action required quickly
- Taking personal responsibility for customer inquiries
- Answering telephone calls in a friendly, courteous and professional manner
- Answering telephone calls within a maximum of four rings
- Returning telephone and email inquiries within 1 working day
Feedback
We in the Faculty of Health Sciences want to be judged by our performance and the way we go about our work. Your views are important to us. We will make sure that your comments and suggestions are handled in a prompt, professional and confident manner.
