Customer Service Charter

Statpack Industries Limited is committed to providing the highest standard possible to all of our Customers and visitors. Our employees are committed to providing high quality service through access to consistent accurate and relevant advice and information

Our Customer Charter states our commitment to you, our customer, how we will work both for and with you to meet your needs and expectations.

We are committed to a customer service that:

• is guided by our organization’s values.
• Is considerate of our customer needs and preferences,
• Is delivered by skilled, motivated and courteous staff

Customer Service Standard

Our customer service desk will be:

• A clean and tidy, smoke free, safe environment.
• Accessible and welcoming
• Staffed during business hours

At all times our employees will.

• Identify themselves,
• Listen carefully to what you have to say,
• Be helpful pelite and courteous,
• Follow through an any commitments they make.
• Value and encourage your feedback

Our information will be:

• Easy to access
• Accurate and consistent
• Relevant and practical

Our actions will:

• Be fair and impartial:
• Be completed within a specified timeframe
• Take your individual needs into consideration.

Our Commitment
We will:

• Answer telephone calls promptly and respond to telephone messages by the end of the next working day,
• Respond to verbal queries within 24hrs.
• Respond to written queries or complains within 48hrs.
• Update you on the progress of your query or complaint if a delay is likely. Acknowledge and rectify when an error has occurred.
• Honor Statpack Industries Code of Conduct
• Endeavor to manufacture goods according 10 the customer’s specifications
• Adhere to agreed lead-times

Our Expectations of the Customer

To make our job easier in providing exceptional service, we ask our customers to:

• Treat Statpack’s staff with courtesy and respect.
• Provide accurate and complete details as it may be required,
• Recognize that we may have occasional unavoidable challenges leading to delays in delivery.
• Cooperate with the Statpack team in availing any requirements to enhance the quality of service given.

Offensive Customers

• Where the customer is personally abusive or uses bad language, the communication may be escalated Immediately to a senior staff.
• If face to face, the staff may the customer to see a senior staff for further help
• If by telephone, the staff may request to call back later,
• If in an email and deemed inappropriate the staff may request for a physical meeting to have an understanding on the complaint raised.

We Value and Encourage Your Feedback

Complaints

A complaint is an expression of dissatisfaction with a decision, level or quality of service, or behaviour of an employee, which can be investigated and acted upon where no right of appeal or review is available under any other legislation.

A complaint is not:

• A request for service (unless there was no response to a first request for service
• A request for information or an explanation of a policy or procedure
• An appeal or request for an internal or external review of a decision for which a structured process applies, other than that made as the result of a complaint,

If you are dissatisfied with the level or quality of service we have provided you with, let us know. Complaint resolution is an integral part of our continuous improvement process

In handling your complaint we will:

• Ensure that every effort will be made in resolving your complaint as soon as possible and
• Ensure that you will be contacted and advised of the course of action to be taken within the shortest time possible.

Our Customer Rights

At Statpack Industries, our customers have the following rights:

• The right to privacy. We will protect our Customers’ personal information and use it only for the purposes for which it was collected.
• The right to be treated with respect We will treat our customers with respect and professionalism at all times.
• The right to access information. We will provide our customers with access to the information they need to use our products and services effectively.