Customer Service Charter

Our Charter

At CVGT Employment, we are committed to knowing our customers and meeting their employment and training needs. We aim to provide our customers with a personalised, seamless experience that makes it easier for them to manage their lives. Our Charter sets out how we propose to meet these commitments to our customers and fulfil our obligations.

The following are the basic commitments we make to our customers:

Contacting us

We are committed to:

  • enabling you to contact us in the way you prefer – by telephone, online, in writing or in person
  • being available during business hours for you to report any service issues
  • providing effective communication to our customers
  • responding to your letters and emails within five working days.

Choosing your services

We are committed to:

  • providing high quality customer service across all our programs; supported by accurate, easily understood information and supportive staff.
  • providing information about our products and services in plain language to enable you to make an informed decision that best meets your employment and training needs
  • providing a clean and safe environment for customers including access for those with disabilities.

Your privacy

We are committed to:

  • protecting the privacy of both our customers utilising our services and our employees providing CVGT Employment services
  • Informing customers about how their personal information is collected and used while respecting the need for confidentiality and security of personal information at all times and;
  • not contacting you for marketing purposes if you tell us you do not wish to receive such contact from CVGT Employment.

Your comments

If you have a comment or complaint about CVGT Employment services we want to know about it.  Complaints can be made several ways. These include the following:

  • by telephone to your local branch manager on 13 CVGT (13 28 48)
  • in person at your nearest CVGT Employment office
  • in writing to the branch manager in your local area
  • online by completing the customer feedback form.

Your concerns and complaints

We are committed to:

  • dealing with your concerns or complaints promptly, fairly, completely and courteously; informing you of how we propose to act, how long it should take and what the results are;
  • reviewing your complaint, at your request, if you feel that it has not been resolved to your satisfaction; and
  • advising you of the appropriate Government Department  and/or Commonwealth Ombudsman’s Office  if you cannot directly resolve your complaint with us.

Feedback on our charter is welcomed

Customer feedback can be logged online, call or write to Human Resources.

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