Customer care

globaltraid sets clear standards and regularly reviews its performance to provide high quality services.

globaltraid provides clear information about its services, which will be easily accessible to everyone who needs them. All enquiries and complaints will be dealt with in a prompt and courteous manner. Users of globaltraid services are consulted and their views used to improve our services.

Standard of customer care
1. Responding to correspondence

aid will answer all correspondence - including letters and emails - in a prompt and clear manner.

  • Answer all correspondence within 10 working days.

2. Appointments
aid staff will see people punctually when an appointment has been made at its offices. If no appointment has been made, we will endeavour to see people as soon as reasonably possible.

  • Meet people within 10 minutes of a scheduled appointment.

3. Answering telephone calls
aid will answer telephone calls in a fast and helpful manner.

  • Answer calls to designated telephone enquiry points within six rings within office hours (9am to 5pm NZT).

4. Information
aid will provide clear and straightforward information about its services to help clients find the information needed.

  • A telephone number and email address for enquiries.

5. Complaints procedures
aid promptly deals with any complaints. Target:

  • Resolve all complaints within 10 working days.

6. Access of services for all
aid will take all reasonable steps to make its services available to everyone, including those with special needs.

  • Consult regularly with users and potential users about the service globaltraid provides, and report on the results.
  • To implement changes as a result of the consultation.

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