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We’ve updated our Customer Charter

We’ve updated our Customer Charter

11 September 2019

When we created our Customer Charter in May 2018, it was a commitment to our customers and ourselves to deliver the highest standards of service possible.

 

By putting the 8 commitments in our Customer Charter at the forefront of every business decision we made, Plan Partners has grown to be Australia’s leading provider of NDIS Plan Management and Support Coordination. And while we’re proud of that feat, we’re continually looking for new ways to improve the experience for our customers.

 

Our new and improved customer charter

Following a thorough review of our Customer Charter, we have made some significant changes which aim to set an even higher standard. The key updates to the Charter include:
 

Invoice payment times 

  • We have now reduced the time in which we pay invoices to within 7 business days, down from 10.
     
  • If invoices are submitted through our new Fast Payment System, we will pay them within 4 business days.
     

New commitments 

We have added two important commitments to the Charter…

  1. To continually improve our systems and develop innovative tools to improve our services.
     
  2. To provide qualitative and safe services and comply with all NDIS Quality & Safeguards requirements.

 

Read our updated Customer Charter in full here.

 

Results of the audit of our Customer Charter FY 18/19

In addition to these updates, we have also audited how we performed against the commitments in our Charter during the previous financial year. While we were pleased with our overall performance and managed to meet nearly every commitment, it was not the 100% compliance rate that we were striving for.

 

Our donation to a charity

As we stated in our Customer Charter that we would make a $5,000 donation to a suitable charity if we wouldn’t perform 100% to our commitments, we have enlisted the disability advocacy organisation, Rights Information & Advocacy Centre (RIAC), to assist us with selecting a fitting recipient for this donation.

 

RIAC has selected Villamanta Disability Rights Legal Service to be the recipient of our donation. Villamanta is a not for profit organisation that is supporting many people with a disability in the Shepparton region with free legal advice. At Plan Partners, we are happy to support this great cause and hope that our donation will contribute to more people with a disability receiving much needed legal advice.

 

You can read the full results of the audit here.

 

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