Information Services Customer Charter

Information Services Customer Charter

Who are we?

We provide safe, secure, and reliable technology services at best value while striving to provide excellent customer service.

Each of our Team is committed to …

  • Treating you with respect, courtesy and fairness at all times.
  • Answering your questions and helping you find what you need.
  • Providing access to IT services that meet your needs.
  • Monitoring our performance against our service standards, and using those standards to improve.
  • Updating you on the status of your requests, and our IT services.
  • Resolving our incidents and requests in accordance to our service targets.
  • Listening and engaging with you to understand your needs, and developing services based on that understanding.
  • Welcoming feedback, concerns or suggestions, and acting upon them appropriately.
  • Delivering what we promise, or getting back in contact when other factors mean we can’t.

We can only be successful if you …

  • Treat our staff, facilities and resources with respect and courtesy.
  • Use our systems and your user account according to University policies and guidelines.
  • Tell us when something's gone wrong so we can do our best to put it right.
  • Complete any essential IT training within nominated times.
  • Help us to improve our services through your comments and suggestions.