Customer Service Charter
To be the premier provider of client and consumer focused receivables management.
Our Service Commitment
CCC Financial Solutions is committed to providing you with a responsive, courteous and informed service:
- Always putting you, our valued customer, first.
- Respecting the backgrounds of our clients and consumers and supporting their individual needs
- Providing comprehensive, accurate and timely information
- Taking time to understand your requests
- Giving all your enquiries our full attention
- Having transparent, consistent and easy to understand administrative processes
- Providing a professional, helpful and reliable service
CCC Financial Solutions is here to meet the needs of a diverse client and consumer base while allowing for individual differences by continually developing our day-to-day:
- Service standards
- Complaint resolution processes
- Customer satisfaction measurements
Our Responsive Service
We are committed to acknowledging a client and consumer as early as possible by aiming to:
- Answer your telephone call in a timely manner, identifying ourselves and our organisation
- Reply to your email enquiries within two working days.
- Respond to your written mail and facsimile enquiries within five working days
- Attend to and deal with personal enquiries immediately
- Follow up on enquiries that cannot be answered immediately or put you in touch with the person who can be of assistance
- Keep CCC Financial Solutions communications and website information accurate and up-to-date
Our business hours are 8:00 am to 8:00pm Monday to Friday, and 9:00am to 5:00pm Saturday (excluding Public Holidays).
- If problems arise we will:
Deal with the matter straight away
- Advise you of what can be done when the matter cannot be dealt with immediately
- Advise you of any further steps you can take if you remain unsatisfied
Our customers’ responsibilities:
- Treat staff with courtesy and respect
- Always read and, where necessary, respond to correspondence from us
- Provide relevant documents and accurate information so we can help you
- Alert us to changes to your details
- Ask for help and give us feedback on our services
Your Feedback and Suggestions
We value your feedback and welcome any comments or suggestions you may have on how we can improve our service.