Customer Service Charter

To be the premier provider of client and consumer focused receivables management.

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

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

We value your feedback and welcome any comments or suggestions you may have on how we can improve our service.