Customer Charter
- Purpose
The Customer Service Charter outlines the standards of service our customers can expect from their relationship with SME Mauritius Ltd. Our customer service charter sets out our commitment to provide our customers with quality services. It also provides our employees clear standards expected In service levels.
- STAFF ENGAGEMENT
- Treat Entrepreneurs with respect and professionalism
- Engage In fruitful relationships that faster delivery of seamless advisory and support service
- Be guided by a sense of fairness, equity, ethics and integrity in all dealings
- Give clear, accurate and helpful information
- Deal with requests, enquiries and concerns promptly
- Maintain confidentiality at all times
- Continually explore new and better ways of delivering our service
- Strive to gain and maintain the trust of Entrepreneurs and other customers at all times and over the long run
- HOW TO MAKE A COMPLAINT
At SME Mauritius Ltd we value all feedback and complaints with the aim of continuously improving our customer service. We encourage complaints and are committed to quickly respond and resolve complaints.
We recognize the importance of good complaints management as part of a good quality customer service system. Each complaint will be treated with merit following a consistent process.
- We will acknowledge your complaint within 48 hours of receipt
- We will investigate your complaint and respond within the next 10 working days. We will also inform you of any actions and endeavour to resolve the complaint
- If you are not satisfied with our resolution, you may raise your concern by writing formally to the CEO
- CUSTOMER REQUIREMENT
- Respect staff and be courteous at all times as it is is a condition of our engagement with customers
- Provide accurate information in your dealing with us
- Provide honest feedback to enable us continuously improve on service delivery
- Not indulge in intimidating or offensive behavior as it is not acceptable to SME Mauritius
- Refrain from any verbal or physical abuse as it will not be tolerated
- PRIVACY AND CONFIDENTIALITY
All information, both personal and business, provided by you, will be dealt with in total confidence.
- HOW TO CONTACT US
- By completing a feedback form on our website hitp://wwwesmemucom/
- By calling us on 2020040
- By emailing us on [email protected]
- By writing to us on:
- The Chief Executive Officer
- SME Mauritius Ltd _
- 3rd Floor, Pope Hennessy Building
- Pope Hennessy Street
- Port-Louis
If we receive your complaint verbally and we consider it appropriate, we may ask you
to put your complaint in writing.
We may need to contact you to clarify details or request additional information where
necessary. To help us investigate your complaint quickly and efficiently we will ask you
for the following information:
If the customer has not provided any contact details, the complaint will not be
processed.
If we decide not to take action on your complaint. we will explain why, and , where possible, inform you about other options.
- ACTIONS IF CUSTOMER FAILS TO RESPECT REQUIREMENT
The following actions will be taken in case provisions of the above code of conduct is not followed:
- Staff will be disciplined according to company policies Customers and other Service users:
- First Offence: Customer called for face-to-face meeting to clarify and q solve the issue
- Second Offence: Letter of Caution issued to customer
- Third Offence: Withdrawal of support by SME Mauritius and the matter referred to appropriate Authorities
- COMMUNICATIONS CHANNEL AND RESPONSE TIME
Face to Face
Phone
social media
Availability
Monday to Friday 9am-4.30pm
Response Time
3 working days
Acknowledge Time
- At the time of your visit
- No phone calls will go unanswered
- 24 hours