Our promise to you when you use our translation and localisation services or products
The Connect Customer Service Charter encompasses 5 pillars of promise, each aimed at ensuring the highest customer service is provided.
It is an integral part of Connect’s operations, always re-evaluated to meet local and international standards.
The Charter
Service Use
+ We will at all times treat you fairly, professionally and with respect, courtesy and dignity.
+ We will always give you the most cost-effective options when choosing our translation or localisation services.
+ We will implement any changes needed to ensure we are always committed to meeting your translation and localisation expectations.
Contacting Us
+ We are available 24 hours a day, 7 days a week. Simply call us on 1300 81 80 80.
+ If we are unable to answer your call, we will return your call within five minutes. Simply leave a message with our message personnel on 1300 81 80 80.
+ We will respond to all customer enquiries within five working days.
+ We will provide all correspondence, corporate and any other written material in plain language and an easy to read format.
Your Information
+ We will take reasonable precautions to prevent unauthorised access to personal information.
+ We will not provide personal information to any other organisations or persons, except as provided by law.
+ We will maintain personal information to ensure it is accurate and up to date.
+ You have the right to inspect your own personal information, subject to our Privacy Policy.
Social Responsibility
+ Connect will reduce waste and conserve natural resources. We will:
- Recycle paper and cardboard
- Recycle other materials used by Connect such as print cartridges, aluminium products and plastic bags.
- Offset our share of carbon emissions produced from all flights made by Connect employees and contractors through Airlines with Carbon Offset Programs.
- Offset our share of carbon emissions produced from Connect vehicles by attending PlanetArk National Tree Days and encouraging our nationwide team of subcontractors to do the same.
Your Comments & Concerns
+ We will regularly ask clients for general feedback from all levels of our organisation.
+ We will return all complete urgent assignments and job requests within a mutually agreeable time.
+ We will use your feedback to improve our products and services
+ We will be contactable at any time to receive your feedback and have your account executive or someone able to make decisions available to respond to your feedback or comments.
+ Connect will resolve all disputes in the most fair and efficient manner. Complaints or disputes are forwarded through to the appropriate people handling your account or request. It will then be given to an internal reviewer who will contact you within five (5) working days.
+ Where applicable, complaints may be voiced directly to your Connect Account Executive.
+ If you are still not satisfied with the resolution, you can write to the Managing Director;
10.27, 401 Docklands Drive,
Docklands VIC AUS 3008.
A written reply (or otherwise) will be made within five (5) working days.
*last reviewed January 2011