Customer Charter

Building a caring society together

Customer Charter
What we can do to help each other. Outline of our customer service standards, your rights and responsibilities and how we can help each other

Toll-Free: 0800 601 011

We will help you by

• identifying ourselves when we talk with you
• listening carefully to what you say to us
• providing accurate and consistent information
• explaining the things you need to know and do
  • such as, the types of grants available
  • and the qualifying criteria for each grant type
  • how, when and where to apply
• providing or referring you to other services you may need
• correct mistakes
• improving our letters and telephone services by providing you with
  • written information on acceptance and rejections
  • reasons for rejection, receiving less money, or an explanation of why a grant was topped
  • the procedures on appeals for rejections, suspensions or cancellations
  • full details of any money unclaimed

You can help us by

• Providing us with - true, correct and complete information
  • your correct postal and residential addresses
  • changes in your personal circumstances for example changes in income, address, medical condition; etc. information or explanations we may request

You have the right to

• apply for grants
• receive services with dignity and in satisfactory conditions
• fair and unbiased assistance
• receive friendly, helpful, respectful and sensitive service by an identified, responsible, competent, sober and respectable official
• a review of the decision, if you think it is incorrect
  see your personal information
• have your privacy respected and information about you kept confidential
• clear procedures on reporting abuse, misuse and fraud
  receive protection when reporting abuse, misuse and anyone getting a grant or money illegally
• correct something that is wrong or unfair
• not be inconvenienced through administrative errors e.g. loss of documents and files etc.
• be given the opportunity to discuss unusual circumstances
• fair processes which includes representation, meeting with officials and participation
• be served in a language of your preference
• select someone to collect or apply for your grant on your behalf

Please help us to help you by

• reporting poor service and please follow up on the outcome
• requesting identification of government officials
  complying with set conditions
• refunding any overpayment or outstanding debts
  disclosing any information which may be relevant to the processing of your application
• respect all regulations, procedures and policies applicable to the registration of grants