Kabarty Customer Service Commitment

  Our commitment to you

• Treating you professionally
• Being accessible
• Providing quality services
• Providing accurate and clear information
• Responding promptly to General Enquiries and Support Requests
• Keeping our charges internationally comparable
• Responding to Feedback and Complaints

Treating you professionally

• We will be positive and helpful to you and provide reasons for any decisions.

Being accessible

• You can access our company in a number of ways.
• Our website and publicly available electronic databases are generally available 24 hours a day, 7 days per week.
• Our scheduled maintenance periods are advertised on our website and access to our web site and databases is not guaranteed during these times.
• Where maintenance is required outside of the advertised windows, or within windows used by our external providers, we will inform customers as far in advance as is possible through our Internet site. You may also subscribe to a scheduled downtime e-mail notification service.
• We will provide telephone support during business hours, 9am to 6pm ( AEST ) – Telephone +61 (0)3 5786 5024

Providing quality services

• We will provide a consistent level of service by ensuring our processes are established and reliable. However, should our system lapse, we will acknowledge the fact, apologise, do what we can to rectify the problem and introduce procedures which stop us from repeating it.
• We will regularly measure our customers' level of satisfaction with our services. The results will be used to improve how we work with you.

Providing accurate and clear information

• We will ensure our website is easy to navigate.
• We will maintain accurate and up-to-date database information.
• We will make our forms easy for you to provide the information we need.

Responding promptly

• Any contact you make with Kabarty Pty Ltd will be responded to in a prompt and timely manner.

General Enquiries and Support Requests

• We will respond to enquiries on our customer service lines at the first point of contact. If we are unable to respond at the first point of contact we will ensure a relevant person will contact you within one working day.
• We will respond to all written enquiries about Kabarty Pty Ltd or our services within 2 working days of receiving them.
• If the response will take more than 2 days, we will let you know why, and how long you might have to wait for a detailed response.
• Where a Support technician cannot be accessed immediately, we will issue a call back service to respond to any concerns.

Keeping our charges internationally comparable

• We will continue to offer you competitive pricing on all our services.

Responding to feedback and complaints

• We will consider all feedback and, in particular, listen to our customer's suggestions on how we might improve our services. We want to operate in an environment of continuous improvement and your ideas can assist us.
   
  If you have suggestions about how we can improve our services, or if you want to make a complaint or provide a compliment about either a product or service or the person who provided it, we encourage you to talk to the staff member you dealt with at the time or use one of our other formal feedback mechanisms.
   
  If you wish to use our formal feedback mechanisms, you can:
  • email us at feedback@kabarty.com ; or
  • phone us on +61 (0)3 5786 5024; (9am - 6pm AEST) or
  • fax us on +44 (0)870 762 7417; or
  • write to:
    
    Customer Feedback Manager

    Kabarty Pty Ltd
    PO Box 90
    Pheasant Creek,
    Victoria, 3757,
    Australia

  We are committed to quick and fair resolution of customer complaints and will ensure your complaint is taken seriously.
   
  If you have a complaint you should:
  • If possible, discuss it with the staff member you dealt with; or
  • send us your complaint using one of our formal feedback mechanisms; or
  • Ask to have the complaint referred to a senior officer for resolution, if your are dissatisfied with the outcome.
  
  We will provide a detailed response to your complaint including information on actions we took as a result within 10 working days of receiving it.

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Kabarty Pty Ltd
PO Box 90, Pheasant Creek, Victoria, 3757, Australia.
Phone: +61 (0)3 5786 5024 (Mon-Fri 9am - 6pm AEST)