CUSTOMER SERVICE CHARTER

 

OUR VISION

Through research and advocacy we seek to inspire respect for the beauty, species and ecological processes of Australia’s native woodlands.

 
 
 

OUR CUSTOMER SERVICE COMMITMENT

We will express our Customer Service Commitment by

  • Ensuring our customers and their needs are our priority

  • Providing welcoming, courteous and helpful service

  • Being positive, knowledge and inspiring to enhance the visitor experience

  • Fostering a customer service culture within the team

  • Treating customers with respect and treat them fairly and equally

  • Answering your questions as best we can

  • Being clean, tidy and appropriately dressed for the job

  • Providing inspiring experiences and events

  • Providing educational, memorable and safe experiences

  • Growing our contribution to conservation, restoration and research

  • Expressing our care, concern and appreciation of wildlife and their environment

  • Identifying our staff with uniforms and/or name badges

If our customers telephone, us we will

  • Be prompt in answering calls

  • Tell them who they are speaking to

  • Get back to their enquiries within 3 working days

If our customers write or email us we will

  • Acknowledge their email with 24 hours

  • Reply to enquires within 10 working days

When our customers visit we will

  • Make them feel welcome and say hello

  • Provide a courteous, helpful and informative service

  • Keep our Sanctuary and Visitor Centre maintained and accessible

  • Provide clear signage and interpretation to inspire visitors to return

As a visitor or client, you have a right to

  • Feel welcome and be treated with respect

  • Be engaged by our experiences and programs

  • Have fair and equal access to our Sanctuary and Visitor Centre

As a visitor or client, your responsibilities are

  • To treat our staff, volunteers and other customers with respect

  • Be honest and fair in your expectations

  • Tell us what you did and didn’t like in a timely manner

 

WE VALUE YOUR OPINION.

To provide feedback (positive and negative feedback are both welcome), please reach out or submit a complaint.

admin.support@wildbark.org

0428 224 904