Like most businesses, we know that our success lies in delivering excellent service to you, our customer.
Our customer service charter describes our commitment to providing you with the service you can expect from Ignite.
Who we are and what we do
We are a Managed Service Provider and consulting organisation that will help you take advantage of technology within your business.
We advise out clients on how to make effective use of technology to improve their business results, increase productivity and reduce corporate risk. We work with our clients to understand their requirements and come up with innovative, unique solutions for them.
We provide our clients with all the tech hardware, software and licensing that they need to accomplish this, along with ongoing IT Support, training and assistance as required. We are our client’s partner in technology.
Our Customer Service Principles
Responsiveness
We will respond promptly to your enquiries through our phone, email and web portal channels.
We aim to respond to phone enquiries and emails within one working day, however it will usually be much sooner than this. We understand that urgent problems happen, and all clients have priority access to our team.
We are available primarily during normal business hours, however will work with you if you require support outside these times.
We will provide accurate and up to date information when you need it.
Quality service
Our people understand your issues because of their extensive experience with business.
We aim to tailor our response to your needs.
Our team are trained and Ignite is a certified partner for all solutions that we provide and recommend.
We work with and recommend partners and partner solutions who represent the best in their respective fields. We do not recommend any solution that we would not be happy to use ourselves.
Confidentiality
As we have access to a lot of confidential information on behalf of our clients, we take information confidentially amazingly seriously.
We have systems and processes in place to ensure that we protect your confidential information.
Each client’s confidential information is kept separated from our other clients’ information, documents and data.
Any passwords or critical information is stored in an encrypted state and only accessed as required. Team members only have access to the customer information that they require for their roles.
We understand that your ideas are your business advantage - and will not use our position to gain an advantage for ourselves or others or cause a detriment to you.
We will not talk about you, your business, your challenges or your solutions to any of our other clients without your express consent.
We handle all your information in accordance with the Privacy Act, 1988.
Transparency
We are open and transparent about our processes and the work we do for you.
We aim to provide consistent and clear information across our communication channels.
We will give you access to your personal information if you request it.
Invoices all contain an itemised record of any work performed for you, as well as any subscriptions and/or contract charges.
Professionalism
Our business dealings with you will be conducted with integrity and honesty.
Our people will focus on helping you find solutions to your business needs.
Every customer is treated equally.
Our people will be accountable in their dealings with you.
Our people have access to the best tools to do their job and help you.
We take care of your information as if it was our own - all documents and data are stored securely and protected by account authorisation, and are backed up regularly.
We deploy significant threat protection systems to ensure our work environments stay secure.
To allow us to help, we expect you will:
Give us information that is timely, accurate and complete.
Get back to us promptly if we need to ask you for additional information in the course of helping out.
Raise any problems or concerns early and often so that we can all work together to find a solution.
Treat our people with respect as peers - we are all fellow humans trying to do our best.
Ignite Solutions Values
In every interaction with you we will uphold the Ignite values of:
Professionalism
Confidentiality
Trustworthiness
Respect
Ethical
Feedback – compliments, complaints, suggestions
Feedback includes compliments, complaints, suggestions or any information about our program delivery, services or performance.
You can provide feedback using our Contact Us form or by calling us on 07 4015 2949.
Should you have a complaint, we appreciate you providing us with the first opportunity to resolve it.
All people have the right to raise concerns and make legitimate complaints and expect that the issues raised will be handled in a fair, confidential and responsive manner, free from repercussion or prejudice. Clearly explaining the issue and what you think should be done to fix it will assist us.