Service Charter
Doug Ellis Swimming Pool

The Doug Ellis Swimming Pool provides a range of aquatic programs that deliver health and fitness, and recreational and competitive sporting opportunities to Monash University and its surrounding community.

Our service delivery is based around our organisational values of integrity, service, community, teamwork, sustainability and learning. To put these values in practice, we have developed this Service Charter to show our customers our commitment to the values, and to providing quality service. It sets out the standard of service you can expect from us, and also the process for how our customers can communicate how we are progressing against these commitments.

This Service Charter applies to all services provided by The Doug Ellis Swimming Pool.

Customer Driven

Our focus and accompanying behaviours are driven with the objective of exceeding the service expectations of our customers by putting ourselves in our customer’s position, rewarding loyalty and going the extra mile.

Feedback and Complaints

We view all feedback as an opportunity to improve what we do and to enhance our service.

Please inform us when you believe our service (staff, facility, program or equipment) is not meeting your expectations so this can be addressed, or when our service exceeds your expectations.

Accessible and Responsive

We guarantee to be available within specified business hours and will respond to all enquiries within 48 hours.

We will respond/communicate using easy to understand language.

Relationship

We will seek member/customer input into the running and development of Monash Sport.

We aim to provide quality experiences and to develop and maintain positive relationships with members/customers.

Identifiable

All on duty staff will wear Monash Sport uniform including name badge and answer
telephones using both their name and service area.

Accountable

We will review annually our compliance with this Charter and make necessary adjustments.

We will communicate changes that we adopt due to your feedback.

Last review date: 15.07.2008.

Should you have any general questions, or issues regarding our service or this charter please do not hesitate to contact us in person at the Aquatics Service Desk, by phone on 9905 4115 or via e-mail at Terry.Jenvey@sport.monash.edu.au

> Leave feedback for Doug Ellis Swimming Pool.