Satisfied users of our service are paramount to our success and we are passionate about this. To our view, real customer care starts with excellent quality and support at every stage of the cooperation. However, should a failure or undesirable situation arise, an efficient system needs to be in place not only to rectify the situation speedily but to ensure a similar kind of situation does not re-occur.

Carefully designed step-by-step instructions control the way we deliver the service. The purpose of these procedures and instructions is to ensure we deliver high quality service and minimise the risk of failures or poor service.

Where as the Operating Procedures and Instructions determine the way we physically carry out the tasks, the Customer Care Policy gives the important instructions and guidelines of the way in which we expect our employees to treat customers and end users of our service.

Despite detailed preventative instructions and careful planning things may not always go as desidered. For these rare events, a fast-track complaints procedure has been developed to ensure customers have easy access to efficient handling of their complaint or concern. The aim of the fast-track complaints procedure is to ensure that an acceptable solution to rectify the situation is provided without unnecessary delay and any inconvenience is minimised.

A key aim of the quality system is to ensure that we adhere to the quality procedures and therefore "practice what we preach".

After completion of a project, a Customer Satisfaction Questionnaire would be left with the customer giving them a convenient way of forwarding comments regarding the service they received. This helps us to further improve our service.