Customer Service Charter
Our commitment to you
The purpose of this charter: (This charter was last updated in June 2013)
We aim to provide you, our customers with a very high level of customer service.
This charter sets out our promises to you, so that you can know what to expect when you come into contact with Manningham YMCA, and how to make a complaint if we don’t meet these standards.
We also have expectations of how you will treat other customers and our staff, and these are also outlined in our charter. These standards will be measured and reviewed annually, using both customer and staff feedback.
Underlying values
Our management style and customer interaction will reflect the YMCA’s values of Respect, Responsibility, Honesty and Caring
Communication
We are contactable during opening hours:
Monday- Thursday 5.30am-10pm
Friday 5.30am-8pm (extended to 10pm during daylight savings)
Saturday 7am-8pm
Sunday 8am-8pm
Public Holidays- Please see website or centres to confirm opening hours.
Any changes to these hours will be advertised on our website and centres
You can contact us:
- by telephone 9848 0000
- by fax: 9840 1530
- by email: manningham@ymca.org.au
- in person or in writing: Manningham YMCA c/o Aquarena, 139-153 Williamsons Road Doncaster, 3108
- via contact us on our website
We Will:
- We will acknowledge customer emails within 2 working days
- We will respond by telephone or in writing to customer enquiries within 2 working days
- Where customers have indicated that they would like a response, feedback forms will be responded to within 5 working days
- The terms and conditions for our services will be written in clear language
Safety
- All rostered staff will hold a current CPR certificate as well as qualifications appropriate to their area of employment
- All staff and volunteers 16 years and over undergo a police check when employed
- All staff who work with children and young people are required to undergo and maintain a Working With Children check
- Regular emergency evacuation practices will be held
Privacy
- Customer’s privacy will be protected in accordance with the National Privacy Act Principles
- We do not give or sell your personal information to other organisations except where required by law
- For more information, please see the Manningham YMCA Privacy Policy, available from reception or on our website
Access
- We will provide programs and services for people within Manningham of all ages, abilities, and backgrounds
- Our programs and services will be safe and developmentally appropriate
Complaints and suggestions
Complaints, suggestions and compliments are welcome and can be made:
- in person or in writing at our centres
- by email at manningham@ymca.org.au
- by telephone on 9848 0000
- via contact us on our website
- by completing a customer feedback forms at our centres
- This information helps us to improve our services to you.
- We aim to resolve most issues when they arise.
- Please see our complaint management policy for further information
Facilities
- Facilities will be well maintained, clean and hygienic
- Necessary repairs and or maintenance will be organised quickly
Front desk service
- Service will be prompt, friendly and professional
Help us to help you
We are committed to staff and customer well-being and safety. We therefore ask our customers to:
- Treat staff and other customers with courtesy and respect. We do not tolerate abusive or bullying behaviour
- Let us know if there is a problem
- Work with us to solve problems
- Comply with staff directions, centre rules and policies
- Be honest and accurate in your dealings with us
- Read the terms and conditions of the services you are purchasing
- Let us know if you do not understand any information we give you
