Customer Service Charter

We are and what we do

We are an affordable arts and crafts service provider that has the needs of our clients at the forefront of everything we do. We provide quality, consistent classes, support, advice and assistance to help our clients understand new concepts, apply their knowledge and leave with the ability to apply their understanding to their own art.

 

Who can access our services

We are an inclusive service provider offering a variety of services to a variety of people. All are welcome and encouraged to attend our classes. We provide equal and quality support to all our customers. Our clients range for a diverse range of socioeconomic backgrounds, ethnicity, ability, and location. All are warmly welcomed into all of our venues and encouraged to experience fully their creative class by our staff.

 

Customer Service Principles

We will respond as promptly as possible to your enquiries through our phone and web services, and our Queensland office.

We aim to respond to phone enquiries and emails within three working days - and mail correspondence within 10 working days.

We aim to provide great creative experiences for our clients

 

Quality Service

Our people understand your needs because of their extensive experience teaching here. We aim to tailor our support in class to your needs as diverse as they might be We aim to provide opportunities to learn and apply the knowledge you learn in class in other ways Our people understand it is their primary goal to provide a great and high-quality service to you.

Confidentiality

We have systems in place to ensure that we protect your confidential information We handle all your information in accordance with the Privacy Act, 1988.

Transparency

We are open and transparent about our processes All our service 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 needs Every customer is treated equally Our people will be accountable in their dealings with you.

If you call our studio on 3143 3744 you can expect:

Our staff to be experienced and knowledgeable To be able to contact our service between 7am-2pm nationally Monday to Saturday

If you deal with us face to face you can expect:

Our people to be experienced and knowledgeable Our people to be polite and considered

Our people to take the time to provide you the support you need

The Australian Public Service values: In our dealings with you we will be professional and understanding. We commit to our staff individually and collectively upholding the Australian Public Service Values:

Impartial Committed to Service Accountable Respectful Ethical

Read more about the Australian Public Service Values on the Australian Public Service Commission website.

 

Feedback - Compliments, Complaints and Suggestions

Feedback includes compliments, complaints, suggestions or any information about our class delivery, services or performance. You can provide feedback via email (hello@sipndip.com.au) or by calling us on 07 3143 3744.

Should you have a complaint, we appreciate you providing us with the first opportunity to resolve it. All people have the right to raise concerns and make legitimate complaints and expect that the issues raised will be handled in a fair, confidential and responsive manner, free from repercussion or prejudice. Clearly explaining the issue and what you think should be done to fix it will assist us. Please include copies of any relevant documents. At the conclusion of a formal complaint, you will receive our decision in writing. If you are still not satisfied, you may ask for a review of our handling of the matter. The review process will determine if we acted according to our policies and guidelines.

If you remain dissatisfied, the ACCC investigates complaints. Making a complaint will not affect your relationship with us.