OUR COMMITMENT TO CUSTOMER SERVICE IS TO ENSURE:

  • All employees of the NSW Police Force comply with the Customer Service Charter and Guidelines.
  • All employees comply with the Charter of Victims Rights.
  • All employees are adequately trained in customer service delivery issues.
  • All commands have in place a senior officer (Customer Service Portfolio Holder) who is responsible for effective customer service delivery.
  • All commands continually measure and improve customer service delivery.
  • All commands ensure that customer service calls/messages are appropriately recorded and acted on.
  • Effective consultation occurs with local communities and/or internal customers to further improve customer service delivery.

THE FOLLOWING PRINCIPLES UNDERPIN THIS POLICY:

  • The Customer Service Charter will be measured and reviewed annually. (Utilising a variety of data that will include COMPASS, Business Plans, Command Management Framework, HR Tools etc.)
  • Customer service feedback is encouraged.
  • Excellence in customer service delivery is recognised and rewarded.
  • Management leads improvement in customer service delivery and actively identifies trends and new initiatives with their staff.
  • Management promotes positive internal customer service.
  • Management encourages the effective use of Volunteers in Policing and other support persons to improve customer service delivery wherever possible.
  • Managers and supervisors monitor their staff to ensure compliance with the Customer Service Charter and Guidelines.