SERVICE STANDARDS YOU CAN EXPECT FROM OUR EMPLOYEES
In General
We will respect and value our customers.
We will provide prompt, courteous and efficient customer service
We will always maintain professionalism
We will take ownership of your enquiries, provide follow-up, and keep you informed
We will set realistic expectations and timeframes
We will respect your privacy and the confidentiality of information discussed
We will provide accurate and consistent information
We will strive for continuous improvement through customer surveys and feedback
Face to Face
We will uphold the ‘Talofa with a SMILE’, treating you with respect, courtesy, and professionalism
We will promptly refer you to the appropriate person, unit, or division
We will acknowledge and attempt to attend to you within 10 minutes, even during the busyness
Over the Telephone
We will answer your calls respectfully and within 3 rings
We will identify ourselves by name, unit, and division when asked
We will transfer your call to the appropriate person or unit
In Writing or Email
If you write to us about any matter pertaining to the Ministry of Finance’s mandate and services:
We will provide a fullwritten response within ten (10) working days
If more time is needed, we will inform you of the reason and provide an estimated response time
Unless otherwise specified in our Service Charter, please address all correspondences to the Chief Executive Officer of the Ministry of Finance.
Via Internet
We will maintain our website with relevant and up-to-date information that is easily accessible
We will respond to enquiries in a timely and professional manner
We will continuously review our website to improve engagement with you, our customers
Appointments
For specific issues, please schedule an appointment three (3) working days in advance to ensure commitment and availability of our staff
We will ensure that the right person is available and will aim to see you within 5 minutes of your appointment time
For unscheduled visits/appointments, we will do our best to accommodate you promptly.
Customer Service Feedback
We would like to hear from you whether to action a request, a compliment or a complaint
We encourage you to provide feedback to improve our customer services
We will consider all feedback and listen to our customers’ suggestions on how we can improve our services.
We want to operate in an environment of continuous improvement and your input can assist us going forward.
We welcome your feedback on our Ministry Service Charter
We endeavour to contact you within 3 working days of receiving your feedback
Handling Complaints
We are committed to a swift and fair resolution of complaints and will ensure your complaint is taken seriously and thoroughly investigated.
We will provide a detailed written response to your complaint which will be sent to you within seven (7) working days of the date of receipt of your complaint.
Staff connected with the complaint will also have an opportunity to respond to matters raised in the complaint when we conduct an internal review/investigation to make an informed decision.
