Our Service Standards
To achieve effective customer services and communication we will:
- Treat customers with respect;
- Endeavour to provide accurate and consistent information at all times;
- Provide prompt, courteous and efficient customer service;
- Identify ourselves and endeavour to answer the telephone promptly;
- Wear name badges so you know who we are;
- Continuously improve access to our services for people with disabilities;
- Respond to telephone calls within one (1) business day, where practical;
- Answer your routine letters within fourteen (14) days or is an enquiry more in-depth follow-up, notification will be sent outlining the anticipated timeframe;
- Respond promptly to requests for berths or stevedoring services;
- Render invoices within fourteen (14) days from completion of the service;
- Pay suppliers in accordance with their terms and conditions;
- Inform customers of changes in procedures, and fees and charges;
- Keep customers informed about port developments and projects ; and
- Make every effort to minimise disruption to servicing customer vessels and will provide advanced notice when carrying out planned work on facilities.
Customer Feedback
You can assist us to provide reliable and efficient services by:
- Providing us with feedback,
- Supplying accurate and timely information on shipping movements, and
- Keeping us informed about your organisation and requirements.
KPA welcomes feedback and suggestions for improvement and we will endeavour to obtain feedback through general customer liaison and surveys. Your feedback will help us to review and update this Charter as required.
Customer feedback should be directed to the Governance Manager, who will:
- Send a letter/email of acknowledgement to the customer formally acknowledge the feedback;
- Refer the feedback to the approriate staff member, as required;
- Ensure that the actioning officer completes an assessment of the feedback in a timely manner;
- Respond in writing (if necessary) to any feedback within fourteen (14) days;
- Follow up any actions arising out of a feedback with the relevant KPA department or other agencies/companies; and
- Implement procedures to address issues raised, if required.
CUSTOMER FEEDBACK FORM