Customer Service Charter

You can expect us to:

• Greet you in a polite and friendly manner. Attend to you promptly when you are visiting our Service Desks
• Commit to delivering our services as reliably and efficiently as possible
• Document all actions to ensure that an accurate record of your query/issue is maintained
• Respect your privacy, protect your information in confidence and ensure that it is not disclosed except as provided for by law
• Contact you with a resolution to confirm that you are satisfied
• Provide redress should you have a complaint and deal with it promptly, impartially and in confidence
• Empower you to find information and solutions to resolve IT issues yourself
• Consistently measure our customer feedback
• Keep you informed of progress during a ticket

We expect you to:

• Treat IT staff with courtesy, respect and behave in a professional manner at all times
• Where possible provide accurate information relating to your issue and advise IT in a timely manner if developments occur
• Abide by MTS IT policies and those implemented as a public sector organization
• Use MTS equipment and facilities with respect and consideration for others
• Use IT recommended solutions that provide efficiencies and effective delivery of service for all
• Consult with IT regarding technology related decisions before engaging external parties
• Be understanding when an issue is outside the scope of our support