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Our Pledge

Our Commitment to Customer Service

We treat every customer with respect, equality, and courtesy.
We provide prompt, professional, and efficient customer service.
We are open and transparent about what we can offer and deliver.
We take accountability for customer inquiries and keep customers informed throughout the process.
We respect customer privacy and treat all matters confidentially as needed.
We encourage and seek feedback to continuously improve and meet our clients’ needs.
We supply customers with clear, consistent, and accurate information.
We provide service with a smile.
We will respond to and resolve complaints promptly.

Telephone Enquiries

We answer calls promptly.
We treat our customers as individuals and use their names when talking to them.
We actively listen to understand the purpose of the call.
We ask for permission before transferring calls or putting them on hold.
We offer a call back within an appropriate time frame where needed.
We finish encounters in a courteous and professional manner.
We respond to voicemail messages within 1 business day during normal business hours.

In-Person

We are professional and well presented.
We are friendly, respectful, and welcoming.
We give our customers our full attention and take time to listen to their enquiries and concerns.

Written, Website, or Email Enquiries

We acknowledge and respond to all enquiries within 1 business day during normal business hours.
We will notify our customers if our response will take longer than 1 business day.
We maintain a professional and friendly tone when communicating in writing.
Where a customer’s primary contact is away, they will provide alternative contact details and a return date.

Social Media

We will respond to enquiries via our social media pages within 1 business day during normal business hours.
Where practical, we will respond with relevant contact details to assist with customer enquiries.

How You Can Help

Our customers can help us meet these commitments by:

Being polite and respectful towards our employees and contractors.
Providing us with accurate contact information.
Bringing any enquiries or concerns to our attention as soon as possible.
Providing us with honest feedback where possible.

Customer Feedback

We encourage our clients to provide feedback about the level of service we have provided them. This provides us with the opportunity to improve where needed or acknowledge our staff where they have exceeded expectations.

When we receive feedback from our clients, we will:

Listen objectively.
Document feedback in writing.
Manage complaints with courtesy and respect.
Impartially investigate complaints.
Inform customers of actions taken where appropriate.
Use feedback to improve our services.

SPONSORSHIPS

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Sustainable Practices

Contact Group has a strong focus on reducing our carbon footprint and has set a target to reduce emissions by 70% over the next 10 years. Having already made great strides towards this, with our greener office practises, the introduction of Electric Vehicles to our fleet, EV charging stations at all our branches and energy efficient buildings, we believe we are firmly on track to achieving this goal. Our aim is to be a zero emissions company, leading the way and setting the standard for other SME’s in Tasmania.

At Contact Group we take pride in our strong and collaborative partnership with many of our suppliers, particularly with Schneider Electric, a global leader in energy management and automation. As an authorised EcoXpert partner, Contact Group collaborates closely with Schneider Electric/Clipsal to deliver cutting-edge, environmentally responsible solutions including LED lights, EV chargers and load management.