ARC customer service plan

As per the refrigeration and air conditioning licence scheme contract, the ARC must "provide customer service support to members of the RAC industry and the general public."

The ARC has implemented the following Customer Service Plan to achieve its contractual obligations:

Main customer service facilities:

• 1300 884 483 Call Centre - 8.30am to 5.30pm Mon - Fri
  • Includes email/mail response
• 03 9843 1600 Reception – 8.30am to 5.30pm
  • Includes email/mail response, and handling of physical enquiries
• Websites for industry www.arctick.org and consumers www.lookforthetick.com.au

Staff allocation

• Call Centre – 10X staffed phone lines
• Reception – 1X staffed reception desk

Services and performance expectations

1. All Customer Service employees must strive to perform high quality customer service functions on a day–to-day basis. This includes:
   • Respond to stakeholder contact in accordance with ARC contractual requirements (see KPIs)
   • Customers Service stakeholder enquiries and outcomes are recorded accurately
   • Undertake mail/postal activities to accommodate stakeholder notices within pre-determined timeframes - including daily mail (see KPIs)
   • Calls made promptly within the day of identifying requirement
   • Licence and Authorisation renewal reminder notices generated 30 and 60 days in advance
   • Assist with outgoing calls and returned mail as required
   • Notes made in 'Tracking' (CRM system) are true and accurate at all times
   • Reception to be first point of call for visitors
2. Key Performance Indicators
   • Customer Service to Answer calls within 3 rings
   • Reception to answer calls within 5 rings
   • Respond to emails and faxes within the same day of receipt
   • Dispatch of articles within one (1) day
   • Answer 98% or greater of incoming phone calls (1300 884 483)
   • Reception to attend to visitors within 1 minute of arrival
3. Quality Assurance
   • Analysis of feedback received as per the ARC complaints handling policy – this forms part of our 'customer complaints resolution plan', as per contract requirements
   • Regular monitoring and evaluation of staff performance by Team Leaders and Senior Management
   • Specific education and training documents provided for staff on ARC intranet
   • Education and Training
   • Mentoring