Member Service Charter

Our Commitment

  • We will respect our members
  • We will provide prompt, friendly, courteous and efficient customer service and at all times remain professional
  • We will take ownership of your inquiry, follow-up and keep you informed of progress to completion
  • We will be realistic about what we can do and in what time frames
  • We will show respect for your privacy in your dealings with us and the confidentially of information discussed
  • We will strive to excel in providing excellent customer service through continuous improvement, surveys and identification of new technologies to enhance the member’s experience
  • We will actively seek your feedback on our services to ensure they meet your needs

You can help us to meet our commitment to you by

  • Being courteous, polite and respectful to our members of staff
  • Respecting the rights of, and provide courtesy towards, other members
  • If you have a complex or technical query, log it via email or telephone using the appropriate channels for customer requests, complaints and compliments in order to help us resolve queries in an efficient manner
  • Tell us where we fall short on our service in any aspect so that we may improve our services to you
  • Help us recognize our exemplary members of staff by telling us when you have received excellent service