South Australia
Ph: (08) 8111 8000
Apply Operational Maintenance Skills Basic Levelling (including basic laser safety) Basic Worksite Traffic Management (BWTM) Basic Worksite Traffic Management (BWTM) & Traffic Controller (TC) - Western Australia Basic Worksite Traffic Management (BWTM) & Traffic Controller (TC) Refresher - Western Australia Breathing Apparatus Chainsaw for Experienced Users Chainsaw for Inexperienced Users Confined Space including Observe Permit Work Confined Space Refresher - Western Australia Confined Space with Breathing Apparatus Dial Before You Dig Pre-Excavation Management Elevated Work Platform Below 11m Elevated Work Platform High Risk Above 11m (Boom) Environmental Awareness Forklift Training and Assessment High Risk Work Licence Gas Test Atmospheres Hazardous Manual Tasks (formerly Manual Handling) Hazardous Substances Awareness Incident Investigation Install Trench Support Laser Safety Officer Load and Unload Plant (with load restraint) Load Slinging Locating Underground Services Mining Refresher Course Provide First Aid PVC Pipe Laying - Western Australia Read and Interpret Plans Risk Control SA Water Pipe Laying Safe Work Method Statements Safety Supervisor Telescopic Handler The Right Way To Traffic Intensive White Card Construction Induction White Card Refresher Course Work as a Safety Observer/Spotter Work Zone Traffic Management Work Zone Traffic Management - Northern Territory Work Zone Traffic Management Refresher Working at Heights Refresher - Western Australia Working Safely at Heights

Customer Service

DOCUMENTS:  QI Employer Questionnaire
QI Learner Questionnaire
Civil Train Industry Consultation

 

 

 

PURPOSE

It is the purpose of this policy to inform all stakeholders of our minimum service commitment.

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Our Commitment

We aim to provide all customers (internal and external) with prompt and efficient service.
To ensure those standards are met at all times Civil Train’s professional service is supported by Quality Assurance and Continuous Improvement measures.

As a minimum we will ensure that:

  • all customers are treated in a professional, ethical and courteous manner.
  • we maintain open and honest channels of communication with our customers.
  • access and equity principles apply to and for all customers at all times.
  • all Commonwealth and State legislative compliance is met.
  • our Customers’ safety remains Civil Train’s paramount priority.  Occupational Health Safety & Welfare compliance of all stakeholders is monitored and meets legislative requirements.
  • appropriately qualified staff will be supported with processes and procedures that ensure the highest quality of service provision.
 
As part of our commitment Civil Train’s staff will:
  • always clearly identifying themselves when contacting customers;
  • aim to answer questions or resolve issues quickly and satisfactorily;
  • provide clear, accurate and helpful information/advice at all times;
  • normally respond to training enquiries within 24 hours;
  • address industry enquiries, including request for trainees, same day as receipt;
  • ensure timely and accurate payment and recording of financial transactions including wages;
    and
  • maintain privacy in compliance with the Privacy Act 1988.

 

Customer Feedback

Civil Train encourages feedback to help us improve our service.
Our processes for collection of feedback will include:

  • learners provided with surveys at least once during the course of their training
  • open unsolicited access to the Civil Train team via telephone, facsimile or email during normal working hours;
  • customer satisfaction surveys from time to time;
  • ad hoc requests for feedback when our team members are in contact for other reasons;
  • invitations to industry to participate in quality evaluation and improvement programs;

All customer comments and suggestions will be:

  • kept confidential unless an appropriate authority to use the information has been received;
  • reviewed for use in the improvement our service.