SERVICE CHARTER
Our Values
Supreme's Values
In our dealings with you we will be professional and understanding. We commit to our staff individually and collectively upholding Supreme's Values:
Welcoming
Respectful
Integrity
Courageous
Empowerment
We know that our success lies in delivering excellent service to you, our customer. Our customer service charter sets out our commitment to provide you, our customer, with the service you can expect.
Who we are and what we do
We are an Australian disability service support provider that has the needs of our clients at the forefront of everything we do. We provide quality staff to support clients to achieve the best quality of life that they can achieve.
Who accesses our services
Queensland residents who are eligible for support in various lifestyle, work and daily living activities in order to establish and maintain self-determination and fulfilment.
Our Customer Service
Principles
Responsiveness
- We will respond promptly to your enquiries through our phone and web service
- We aim to respond to phone enquiries and emails within one working day
- We will provide accurate and up to date information, when you need it
Quality Service
- Our people understand your issues because of their extensive experience with people with disabilities
- We aim to tailor our response to your needs
- We aim to provide linkages with the most suitable support staff to your specific needs
- You will receive the same excellent service standard if you receive services from a third party on our behalf
Confidentiality
- We have systems in place to ensure that we protect your confidential information
- We understand that your ideas and needs are yours alone and will not share these with others unless you ask for our assistance to do so
- We handle all your information in accordance with the Privacy Act, 1988.
Transparency
- We are open and transparent about our processes
- All our information is published on our website
- We aim to provide consistent and clear information across our communication channels
- Our staff must disclose conflicts of interest
- We will give you access to your personal information if you request it
Professionalism
- Our business dealings with you will be conducted with integrity and honesty
- Our people will focus on helping you find solutions to your disability service needs
- Every customer is treated equally
- Our people will be accountable in their dealings with you
Who we are and what we do
- We will always tell you the criteria against which we will assess your eligibility and merit for assistance
- We will tell you how long our assessment processes may take and where relevant, inform you of our payment processes
- If you receive assistance from us, we will inform you of your obligations
To allow us to help, we expect you will:
- Give us information that is timely, accurate and complete
- Take the time to understand your obligations and aim to fulfil them
- Provide us with honest, constructive feedback on our service
- Contact us if you believe we have made an error or acted inappropriately, and wish to make a complaint
Policy Review
This policy will be reviewed periodically (or more frequently if necessary due to technical or other business policy requirements). Supreme reserves the right to suspend, modify, or withdraw this policy at any time. Employees are responsible for keeping up to date with policy terms, including policy revisions, by regularly reviewing Supreme’s policies.
