Contact us at
-
Sydney Office
Level 8
175 Castlereagh St
Sydney NSW 2000P.O. Box A2618
Sydney South NSW 1235Tel: (02) 8255 6767
FAX: (02) 8255 6868
TTY: (02) 8255 6758 -
Interpreting & Translation
Tel: 1300 651 500
Fax: (02) 8255 6711
TTY: (02) 8255 6758 -
Newcastle Office
Ground Floor
Government Office Block
117 Bull Street
Newcastle NSW 2300Tel: (02) 4929 4191
Fax: (02) 4929 7369 -
Wollongong Office
Ground Floor, Block D
State Office Block
84 Crown Street
Wollongong NSW 2500PO Box 363
Wollongong NSW 2520Tel: (02) 4224 9922
FAX: (02) 4224 9933
Customer Service Charter
The Community Relations Commission For a multicultural NSW (CRC) provides comprehensive interpreting and translation services throughout NSW in over 85 languages and dialects to facilitate equal participation and access to government services within a multicultural NSW. The CRC is a major language services provider and has a 30 years history of serving the community.
A Customer Service Charter has been introduced as an expression of our commitment to improving our Language Services Division.
CEO statement
We know you value good customer service. Our aim is to give you the best service we can. This Service Charter tells you what you can expect from us and how you can let us know how we can do better. It also tells you about how we can keep an eye on ourselves by measuring whether we are meeting our commitments to you.
Stepan Kerkyasharian AM
Chairperson
Our commitment
CRC Language Services is committed to providing you with high quality language services.
What you can expect from us
- We treat our customers fairly and courteously in a consistent and ethical manner
- We are willing to assist you and be responsive to your needs
- All staff are identified by a CRC ID card.
- We demonstrate professional competence in providing advice on our translation and interpreting services
- We have the knowledge, authority and responsibility to deal with your enquiries
- We aim to give you face to face assistance within 20 minutes of your arrival at the counter service point
- We will answer your telephone call within 3 minutes
- We will acknowledge or reply to your written communications within 3 working days of receipt
- Where costs are involved, we will advise you in advance of the estimated cost
- We will meet agreed deadlines for the completion of your request
- We use your feedback to improve our services
Electronic access
You can access information regarding our services, opening hours and prices through our web site.
How you can help us improve our services
If our services do not meet your expectations, we want to know about it. We welcome your comments, complaints and/or suggestions and we view complaint resolution as an important part of our continuous improvement process. We believe the most effective and efficient way to resolve a complaint and achieve customer satisfaction is to deal with the issue at the point where the service in question was provided.
- Talk to the Customer Service Officer or
- Customer Service Coordinator or
- Customer Service Manager
- Call the Customer Service Coordinator or the Customer Service Manager on 1300 651 500 or via fax 8255 6868 or TTY 8255 6758
- Send an e-mail to: languageservices@crc.nsw.gov.au
- Complete the customer comments form on our website.
We have a procedure to deal with formal complaints:
- Your complaint will be acknowledged within 3 working days of receipt. An investigation will take place and the Customer Service Manager will advise you of the outcome as soon as possible
- If you are not satisfied with the outcome of the investigation you can contact the Director
- All formal complaints are recorded
- We report on complaints in our Annual Report
Evaluation of our performance
- We continuously monitor our performance of service and review and evaluate any complaint and/or feedback against our service charter.
- We will implement improvements of our services based on the above.