Customer Experience Policy

Purpose

We are committed to delivering excellence in customer experience and ensuring that the way in which we deliver services and provide support to our customers has a positive influence on the community’s perception of the effectiveness and value of Rumah Ibu Sdn Bhd, and our customers are at the heart of everything we do.

Our Customer Experience (CX) Strategy identifies our CX vision to prioritise our customers, live our values which will guide our decision-making processes, and to develop our CX capabilities.

The purpose of this Policy is to:-

Identify the strategic importance of providing excellence in customer experience across all aspects of Rumah Ibu Sdn Bhd business, underpinned by our Customer Experience Strategy and its principles (refer to Section 4);

  • Provide guidance on what may constitute a reasonable request for a service or an improvement to a service;
  • Distinguish between requests, complaints and feedback to Rumah Ibu Sdn Bhd and give direction on management of requests and complaints; and
  • Establish a standardised process for assessing and processing requests and complaints.

Scope

This Policy applies to all Rumah Ibu Sdn Bhd employees who have contact with our customers and is applicable to:-

  • All aspects of customer interactions
  • All requests for service and complaints made to the Rumah Ibu Sdn Bhd, from individuals and organisations that utilise the services provided by Rumah Ibu Sdn Bhd.

Requests for review of Rumah Ibu Sdn Bhd decisions should be referred to the mechanisms identified in the following policy:-

  • Internal Review of Rumah Ibu Sdn Bhd Decisions Policy

Policy Statement

We will be passionate, courageous, caring and progressive. We will prioritise our customers, so they are at the centre of what we do. Our employees will show care in all interactions with our customers, whether they are internal or external, and we will be passionate about connecting with all customers. We will be courageous in our decision making and will commit to delivering progressive services and projects for our community.

We will assess all reasonable requests for the provision of new or increased services and monitor requests to identify ways in which we can proactively improve our services.
Complaints and constructive feedback provide an opportunity to gather information on services and service delivery methods and to identify changes in customer needs and expectations. This information helps us to enhance and continuously improve the customer experience.

Customer Experience Principles

Our Customer Experience (CX) Strategy and our strategic focus on CX is underpinned on the following four principles:-

  • Customer experience excellence is our commitment: We have a clear purpose and prioritise our customer first in the way we interact with them.
  • Progressive and flexible decision making: We trust and support each other to make progressive decisions, being flexible for our customers.
  • Connection, communication and collaboration: We will work together to deliver a consistent and positive experience for our customers, building effective relationships with internal and external customers
  • Our success is measured by our behaviour and outcomes: We consistently monitor our customer experience performance and remain responsive to customer feedback.

How to Make a Reasonable Request for Service

In processing requests for service, emphasis will be placed on:

  • Public safety and emergencies;
  • Fulfilling Rumah Ibu Sdn Bhd’s strategic priorities, statutory requirements and established business plans; and
  • Using Rumah Ibu Sdn Bhd resources efficiently and effectively.

Our operations are based on delivering and maintaining a range of services and assets, many of which have been the subject of people consultation processes. The annual budget is set, and rates determined, to fund a specific range of activities, which includes responding to reasonable requests as well as the completion of business plans. Requests for service are considered in this context.

A customer can make a request for a service either verbally or in writing and in assessing a request, we will consider:-

  • An assessment of risk;
  • Statutory responsibilities;
  • Rumah Ibu Sdn Bhd’s strategic management plans and annual business plans and budget;
  • Relevant Rumah Ibu Sdn Bhd policies and codes; and
  • Established service standards and response times for regular Rumah Ibu Sdn Bhd activities.

Customer requests for services often fall within well-established guidelines, which can be communicated to the customer at the time of request submission. Should further evaluation be required before Rumah Ibu Sdn Bhd agrees to undertake the work, the customer will be informed.

Other requests may be best suited to scheduling the activities required in a particular suburb or season. Reasonable requests for additional major works, new services or increases to services will be recorded and may be referred to Rumah Ibu Sdn Bhd for consideration as part of the next annual budget cycle review.

If a request cannot be fulfilled in a reasonable timeframe, or if the request relates to a service that is not the responsibility of the Rumah Ibu Sdn Bhd to deliver, the customer will be advised, including an explanation of why this decision has been taken.

Timeframes for Response

We aim to acknowledge service requests within 2 business days, and the time it takes to complete these requests may vary based on established service standards. Customers will receive information about the process in managing their request and the anticipated timeframes for completing their request, in accordance with the Customer Experience Procedure. Major works, changes to service levels or suggestions to implement new service requests may be considered as part of the Annual Business Plan and Budget.

Complaint Process

6.1 Complaints relating to services delivered by the Rumah Ibu Sdn Bhd.

A complaint is an expression of dissatisfaction with a service delivered by the organisation or its representatives that fails to meet the standard stated, implied or expected.

A complaint is not:

  • A request for works or services to be provided, including a report of damaged or faulty product;
  • Requests for information and explanation of a process or Policy; or
  • The lodgement of a request for an internal review of a Rumah Ibu Sdn Bhd decision.

A customer may register a complaint verbally or in writing. Where required, assistance will be made available in preparing a complaint about a service.

All employees are empowered to handle complaints in the first instance and it is preferred they are dealt with promptly at the initial point of contact. Where this is not possible, we will seek to resolve the complaint as soon as possible and acknowledge the customer within 2 business days.

The principles of natural justice will be observed. This means processes will be fair, equitable and reasonable. All parties will have access to relevant information and are able to respond where relevant.

The Executive Director has the discretion to refer the complaint to an independent third party for mediation, conflict resolution or neutral evaluation where they believe appropriate.

6.2 Complaints involving a representative of the Rumah Ibu Sdn Bhd

There are many representatives of the Rumah Ibu Sdn Bhd. Complaints of this nature are handled differently depending on the representative involved.

  • Staff Member – this may relate to how a staff member has behaved or undertaken their responsibilities. All complaints regarding a staff member are referred to the responsible Associate Director.
  • Board Member – this may relate to how a Board member has conducted themselves or undertaken their responsibilities. All complaints regarding Board members are handled in accordance with the Board Member Code of Conduct Policy.
  • Partner / Vendor – this may relate to how a partner / vendor has conducted themselves or undertaken their responsibilities. All complaints are referred to the Associate Director responsible for the specific work being undertaken by the partner / vendor.
  • Volunteer – this may relate to how a volunteer has conducted themselves or undertaken their responsibilities. All complaints regarding volunteers are referred to the Associate Director of that volunteer.
 

6.3 Complaints governed by legislation or statutory review

Rumah Ibu Sdn Bhd may be limited in its authority by policies and/or legislation. This may include where legislation determines a specific process. When a customer complains about a problem which exceeds Rumah Ibu Sdn Bhd’s jurisdiction, they may be referred to an external authority.

In this circumstances, the complainant will be provided with details of the relevant authority, policy and/or legislation to assist them to understand Rumah Ibu Sdn Bhd’s role. The lodging of a complaint will not automatically suspend or put on hold the matter that is the subject of the complaint.

6.4 Complaints disclosing public interest information

The community have a right to expect that Rumah Ibu Sdn Bhd conducts itself with integrity, honesty and diligence.

If a customer forms a reasonable suspicion that this is not happening, then the complaint can be made to the Chairman of Rumah Ibu Sdn Bhd.

There are two categories of disclosures of Public Interest Information:-

  • Environmental and Health Information – information that raises a potential issue of a substantial risk to the environment or to the health or safety of the public generally, or significant section of the public
  • Corporate Information – information that raises a potential issue of misconduct in corporate business

6.5 Internal Review of Rumah Ibu Sdn Bhd Decision Complaints

Sometimes complaints regarding a Rumah Ibu Sdn Bhd decision policy, procedure, service or fee require a formal application to be lodged and, in this instance, the formal complaint will then be handled in accordance with Rumah Ibu Sdn Bhd’s Internal Review of Rumah Ibu Sdn Bhd Decisions Policy and Procedures.

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