Our Customer Charter

​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.