Client Service Charter
Our Client Service Charter is an essential document that forms the foundation for our business. The Charter outlines what clients need to know when dealing with Ambrosiussen Accountants and Advisors, and provides a series of guidelines for client relations.
OUR VISION
Ambrosiussen Accountants & Advisors will have a proven reputation of providing positive, valuable experiences to business owners – transforming experiences through which they grow, their businesses flourish and their life goals become a reality.
We will exceed the expectations of clients so they are absolutely delighted with the experience provided. Long-term relationships will be established on the basis of trust and on-going communication.
Our team-based culture, free expression of ideas, and caring attitude creates a supportive environment for our clients and employees. To this end:-
• We will provide clear, helpful and best practice advice for our clients
• We will provide services that represent value for money for our clients
• We will empower our clients to make better and more informed business decisions
OUR VALUES
• We will communicate (in the fullest sense) with clients and to do what is in their best interest so that their financial position improves
• Our clients will be clients of the practice served by a team with a broad range of skills
• We will seek to develop a highly-skilled team with a balanced work ethic who embrace our values
• We will provide an environment where initiative is encouraged and team members can experience the satisfaction of making a significant contribution by utilising their skills and gifts to the fullest
• We will encourage our team to embrace and address challenges
• We will regularly seek to improve upon our service offering to benefit our clients business operations
• We commit to practice what we preach, trialing new services or process on ourselves first before introducing these to our clients
• We will maintain ethical standards and quality in our work, acting with honesty and integrity at all times
• We will adopt a flexible, “can do” attitude to proactively accommodate our client’s needs and requests
• We will behave in a professional and courteous manner at all times
• We will remain committed to listening to our client’s needs, objectives and feedback
COMMUNICATIONS
• We will return all client calls within 24 hours (in the case of circumstances beyond our control, we will let you know and keep you informed)
• We will meet the deadlines that we set in relation to correspondence and key assignment deliverables
• We will strive to make our selves available to clients in every reasonable instance
CUSTOMER SERVICE GUARANTEE
• Our clients will remain the sole judge of our performance. If there is something that we have failed to complete or that does not meet our client’s satisfaction, we will take this feedback seriously and will seek to correct the issue immediately
• We will guarantee to meet nominated turnaround times and key dates
• We will commit to dedicating a Client Manager to each and every client
• We will guarantee our work and the outcomes that we achieve. Should clients not be completely satisfied with the level of services that we have provided we will either refund the price or accept a portion of price that reflects the client’s level of satisfaction
KNOWLEDGE AND BUSINESS STANDARDS
• We will remain up to date with the latest legislation and tax rulings
• We will adhere to the highest of standards regarding legal and industry compliance
• Our staff will benefit from regular training and mentoring to enhance their expertise
• We will adhere to the strictest confidentiality and at all times respect the privacy and wishes of our clients
• We will share a range of free resources, seminars and tools with our clients to further enhance their understanding of business and financial processes and to ensure that our client’s can make informed and educated business decisions
DOCUMENT HANDLING AND DATA STORAGE
• We will commit to handling client files and financial documents in our possession responsibly and to the highest professional standards
• We will proactively store and archive all files so that they are reasonably protected against loss or damage and may be retrieved as required
• Our client files, documents and any information provided to us will be treated with the utmost discretion and only the strictest confidentiality
HELP US TO HELP YOU – WHAT WE ASK OF OUR CLIENTS
• To provide open, honest and accurate information to us as requested and at all times
• To treat our staff with courtesy and respect
• To be frank – if you are disappointed with our service in any way, be sure to speak with us in the first instance and work through your concerns
• To provide advance notice for special projects and deliverables
• To provide clear instruction regarding issues that you would like dealt with and deliverables that you would like provided
• To ensure that any accounting records provided to us are reliable, accurate and complete
• To make time to attend to any aspect of the assignment that you agree to work on and to meet all associated deadlines (subject to problems arising beyond your control)
• To pay our fees as agreed without our needing to chase for them
• To enjoy our hospitality by attending the free seminars and events that we periodically host
• To champion our business by recommending us to your peers
Should you have any feedback regarding this Client Service Charter or any other aspects of our business, please contact our General Manager, Julie Payne on 07 4639 1957 or email Julie at admin@ambrosiussen.com.au.
