Client Care Charter
What we do
NCS International (NCSI) is a leading provider of independent risk assessment, business improvement, and assurance & certification services. We offer a range of internationally recognised certification programs covering quality, safety, environment, food safety, and people management. Our mission
To be the certifier of first choice for the provision of practical and business focussed certification and related services that: - Support our clients’ endeavours to improve business performance,
- Provides credible recognition of our client’s achievements, and
- Is respected by government, industry, and the community
We will provide our services at an affordable price for our clients.
Our commitment to clients
We promise to: - Treat you fairly and professionally.
- Provide timely access to qualified staff.
- Give you timely, accurate advice and information.
- Conduct assessments and make decisions that meet international standards in relation to rigor and ethics.
- Clearly explain our services and processes, and charge you in accordance with our published fee guide or written quotation.
- Ensure confidentiality of any information, process or document entrusted to us.
- Inform you of significant developments affecting your certification, and involve you in any appropriate events NCSI holds.
- Help you promote your certification.
Our service standards
- We will respond to your enquiries/questions in a timely manner, and complete any agreed work by the promised date.
- Assessment plans will be prepared to fit your organisation and the standard or code to be covered, and be delivered to you at least 10 working days in advance.
- Our assessment reports will be clear and concise, be a balanced appraisal of your business systems, and contain an executive summary commenting on the overall effectiveness of your system and areas of improvement.
- NCSI’s Client Manager or Industry Sector Manager will make contact with you at least once every 6 months to keep up to date with developments in your organisation and industry sector.
- Certificates of compliance will be delivered within 21 days of close out of all issues.
As your commitment to us, you will - Be open and honest in your dealings with NCSI, and treat our staff professionally.
- Identify one person in your organisation who will be our principal point of contact.
- Not cancel or postpone a planned visit unless there are exceptional circumstances.
- Not unreasonably deny permission for people to observe the assessment process, as necessary for the purposes of training, or NCSI’s ongoing accreditation.
- Pay for all legitimate fees and expenses within agreed terms.
- Implement agreed actions in the timeframe proposed.
- Tell us when there is a change to your business or personnel that impact on your recognition.
- Use NCSI’s recognition marks only in accordance with guidelines.
Compliments and complaints
If you are pleased with our service, please let us know. We need to let our staff know when they have done well. If you are not satisfied with our service, tell us so we can rectify the problem. In the first instance, discuss the problem with NCSI’s Client Manager or the relevant Industry Manager. If you remain dissatisfied, write to:
Ms Heather Craig
Technical Manager
NCS International Pty Limited
7 Leeds Street
Rhodes NSW 2138 or fax to 02 9743 4454
or email: Heather.Craig@ncsi.com.au How to make contact with NCSI
State/Region Contact Details - NSW/ACT, and International Sydney Office
Ph: 02 9736 8266
Fax: 02 9743 4454 - Victoria/Tasmania Melbourne Office
Ph: 03 9817 7319
Fax: 03 9817 6451 - Queensland/NT Brisbane Office
Ph: 07 3870 7556
Fax: 07 3848 7136 - Western Australia Perth Office
Ph: 08 9486 2888
Fax: 08 9486 2828 - South Australia Adelaide Office
Ph: 08 8291 2600
Fax: 08 8271 7601
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