Customer Charter
Age Concern Aid Call pledges that our customer service staff will be:
- Well trained and knowledgeable about all aspects of work and services regarding our product.
- Courteous, efficient and approachable.
- Always strive to give our customers courteous and helpful attention.
- Available to assist our customers Monday to Friday 9am to 5.30pm
- A decision maker will be available at all times.
- We aim to give substantive replies to all written enquiries within ten working days.
- We aim to resolve all complaints as quickly as possible.
We pledge that when contacting us by telephone you will be:
- Answered as quickly as possible.
- Told the name of the person who answers your call
- Told the name of the department you are calling
- If you are not speaking to the correct department you will be advised of the department you need and your call transferred.
- If the person you wish to speak to is not available an alternative name will be given and you will have the option to have your call transferred.
We pledge that if we need to call the emergency services on your behalf:
- We will only do this when the situation or our procedures dictate, and always with your best interests at heart.
- We may on occasion over rule your wishes if we believe not to do so would jeopardise your health or safety, operators will always make clear the reasons for doing so. i.e.; you may have fallen and hurt yourself but decline ambulance attendance the operator will on occasion if they feel it is necessary continue to follow their procedure for ambulance call out.
If the emergency services are required to make a forced entry to your property:
- If we are unable to contact key holders or provide a key safe code to the emergency services any costs incurred are your responsibility for securing and repairing your property after such an event.
- Aid Call will take responsibility for any costs incurred by the forced entry resulting from the testing of a new customers alarm in a nearby location.
