Our commitment to you

Our Customer Charter is reflective of the EACH Service Principles which were co‑designed with our consumers. Our charter states “what” you can expect from us, while the Service Principles outline “how” we will work to ensure that we deliver on our charter. Both of these inform our Values and Behaviours.

We are committed to being a customer centric organisation. Our broad definition of customer means we are inclusive of all people who interact or engage with us, either externally or internally. Our customers include consumers, clients, participants, patients, carers, the community, stakeholders, partners, staff, volunteers and members.

OUR CUSTOMER PROMISE

Health. Hope. Opportunity.

OUR CUSTOMER CHARTER

We put you at the centre of everything we do.

WE CARE

We welcome you with empathy and hope.

We believe making change is possible for everyone.

WE LISTEN

We take time to learn about you, your experience and your culture.

We never assume we know what’s best for you.

WE ENGAGE

We work with the people important to you, and build the right network to support you.

We communicate openly and ensure you and your key supports are always kept informed.

WE DELIVER

We find ways to say "yes" and always strive to do better.

We build safe, responsive and innovative services that support you to achieve your goals, and grow with you as your needs change.