Safetrac Charter

Safetrac is committed to providing our clients with excellence in online compliance training.

We offer a robust and flexible compliance training tool, with a functionality and support environment committed to excellence in client care and client satisfaction. Our Client Care and Service Plan sets out the pledge we make to you, our client, in our continuing effort to improve.

Client Care Plan

Our vision

To be the provider of choice for online compliance training.

Our core values surrounding client care:

Courtesy
Honesty
Listening and Understanding
Quality Service
Taking Ownership
Timeliness

Courtesy:

is showing thoughtful attention to the feelings and wishes of others and treating our client with respect and consideration. In doing so we will:

treat all clients as we would like to be treated ourselves.
give the client our highest priority in order to meet or better milestones or deadlines.
show respect, a willingness to help and a caring attitude to all our clients and their needs.

Honesty:

is being truthful, sincere, transparent and fair to our clients at all times. In doing so we will:

always inform our clients of what we are going to do and how long it will take to complete the task.
provide complete and accurate information and in the event that we can’t, explain the reasons why.
always act in a professional and ethical manner.

Listening and Understanding:

is listening attentively in order to comprehend our client’s needs and requirements. In doing so we will:

be aware of any special needs and issues of our individual clients by paying attention to them
effectively communicate with our clients to ensure they understand us.
communicate any issues that we do not understand or are not clear to us.

Quality Service:

is providing high standards of work, product, knowledge and processes to ensure consistency for our clients.
In doing so we will:

understand our individual client’s needs in order to create a system which meets or exceeds their requirements.
create a culture that is client focused and places a high value on delivering excellent client service.
treat all client enquiries and feedback in a serious manner and use them as an opportunity for SAFETRAC’s continued improvement.

Taking Ownership:

is ensuring that every job is done to the best of our ability by making a full personal investment in finding a solution to a client enquiry or problem. In doing so we will:

find the solution either ourselves, or ensure that the client is referred to a more appropriate person. Where a client is referred to an alternate person ensure that person has been fully briefed as to the problem or enquiry.
take responsibility for our actions and admit when a mistake has been made.
do whatever it takes to ensure a successful outcome for the client.

Timeliness:

is responding to client needs and commitments in a timely and efficient manner. This means we will:

comply with requirements of the service levels within our Client Care and Service Plan. acknowledge our clients’ request or query and respond to any correspondence within 1 working day.
endeavour to resolve a request or query on the same day, however, always in accordance with our service level timeframes. If we cannot, we will explain the reasons and provide a response date.

How will we know if we are meeting our obligations?

Standard

Keep clients informed.
Behave in an ethical and professional manner.
Greet clients politely and promptly.
Behave in a courteous, open manner.
Acknowledge timelines and deadlines and treat them as business imperatives that must be met.
Meet implementation plan deadlines.
Respond to telephone messages and acknowledge or answer email messages within the same working day wherever possible.
Ensure clients do not have to needlessly repeat enquiries if passed to another staff member or business unit.
View complaints as a positive opportunity for improvement.
Take ownership of enquiries and follow through to completion.

Measure

Online help emails.
User feedback surveys.
Regular interaction with assigned Client Relationship Manager.
Meetings with senior executives to review satisfaction.
CRM database.
Complaint handling system.
Policy review.
Product management pipeline and release plan.

How your feedback helps us, to help you

SAFETRAC values the feedback that our clients provide. We welcome suggestions, compliments and complaints.

Suggestions & Comments:

Provide us with ideas and opinions that can be taken into consideration when evaluating and reviewing our policies, procedures and service.

Compliments:

Provide us with encouragement and appreciation so we know what service you value.

Complaints:

Provide us with opinions that can be taken into consideration when evaluating and reviewing our policies, procedures and service. You can do this either in writing or verbally, unless for legal reasons you have to confirm it in writing.

Complaint Handling Procedure

SAFETRAC has a Complaint Handling Procedure which establishes guidelines and standards for the processing of complaints as per below:

Generally, a complaint is regarded as dissatisfaction with the services or products of SAFETRAC, or with the actions of employees of SAFETRAC;
A manager from any business unit can receive a complaint;
Confidentiality will be observed as far as practicable in addressing the cause with the complaint;
A complaint is investigated immediately, with a resolution or an interim response given within 5 working days, unless otherwise discussed with the complainant;
Complaint is logged in the CS Complaints register
Fair and reasonable remedies may be offered to resolve complaints;
The Chief Executive Officer may undertake an internal review of a complaint, where the complainant is not satisfied with the process; and
SAFETRAC commits to providing appropriate staff training so that all staff are aware of the Complaints Handling Procedure and the values associated with our Client Care and Service Plan.

Client Service Plan

Objectives:

The purpose of this Client Service Plan is to set out the agreed day to day working practices between SAFETRAC and our clients. In addition it will provide assistance and useful information to enable you, our client, to know exactly what to do in the event of a service fault and to know exactly which department will deal with your requirements. This document outlines the details of how we do business and incorporates names or contact details and the means of assisting with the set up, service, faults and billing processes.

Business Hours:

Hours of business are 8.30am – 5.30pm Monday to Friday (AEST). SAFETRAC’s help desk is staffed during these hours, however, is closed on all nominated public and Victorian state holidays.

Fault Reporting:

You can report a fault with the SAFETRAC online training platform at any time. We recommend a dedicated person/s be responsible for reporting faults to SAFETRAC.
Compliance with our Client Care and Service Plan:
Measures set out in the Client Care and Service Plan to establish client satisfaction include, user feedback surveys, complaint handling system, online client feedback, together with regular interaction with assigned Client Relationship Manager, Account Manager and meetings with senior executives to review satisfaction. SAFETRAC reviews all of these measures to ensure we meet the standards of our Client Care and Service Plan.

Reporting:

SAFETRAC can regularly report to its clients about how it is meeting its commitments under the Client Care and Service Plan and Client Service Plan. The content and frequency of these reports are negotiable and agreed prior to project commencement.

Response Times:

SAFETRAC commits to meeting the response times set out below in the Service Level Chart.

Severity	Description	Response Time	Correction Process	Service Level
Severity 1 Business days/hours i.e. 8:30am to 5:30pm	Major outage or severe loss of functionality including the inability to use the Service	A competent support person to contact the client within 30 minutes of notification of the problem.	Immediate start on problem resolution. Continuously working on the problem until it is resolved.	98% of problems resolved within 6 hours from the time of reporting
Severity 2	Problem affecting Specified Users or an individual function.	A competent support person to contact the client within 2 hours of notification of the problem. A qualified support person to ensure appropriate recording of the fault and/or question and to discuss priority of fault and/or question.	As for Severity 1.	95% of problems resolved within 72 hours from the time of reporting
Severity 3a	Documentation or “nuisance” bugs	24 hours		95% of faults corrected within 30 days or as otherwise agreed between the client nominee and SAFETRAC
Severity 3b	General Specified User questions about the use of the Service	24 hours	Any additional documentation that supports the answer to the question to be provided within 3 days or provide advice with respect to any additional training that may be required

Contact details

Help Desk: [email protected]
Support: [email protected]