The customer redress scheme has been developed against a number of key service measures based upon customer feedback and includes both financial and non-financial elements.
Although we pride ourselves on the service we provide to our customers, on occasion we may fall short. If it is established by us that we have fallen short on a service provided to you, we will offer the following forms of voluntary redress.
Financial – this will cover services that we feel would affect your ability to competitively tender for contestable works or creates a delay to the progress of construction works. The services covered along with the amount offered are covered in the Table 1 below.
When financial redress is applicable, it will be allocated automatically, within 60 days, back to the customer who made payment to us for the services.
Non-financial – we currently publish quarterly reports on our Levels of Service (LoS) as a percentage figure against each service. From June 2018 we will also include a count of these activities so that a customer can see exactly how we have performed against each measure.
As part of our ongoing stakeholder engagement and continuous improvement, we will continuously review our redress scheme based on the feedback we receive.