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Our Customer Promise

Our Customer Promise 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 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.

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.

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