Our customer service standards are based on best practice from the external market and apply across all our operations in all our countries. They reflect our aspirations to deliver an engaging customer experience and are guided by the following principles:

• We value people- we make it straightforward for our customers to deal with us
• We demonstrate professionalism- we know our customers and our products and services and we are clear about what we do
• We offer mutuality- we proactively seek out ands listen to our customers' ideas and opinions
• We encourage creativity- we innovate and are efficient with our resources and service delivery
• We maintain integrity - we are honest, reliable and trust worthy

We believe that our customers have the right to:

• Be treated with courtesy and respect, with the expectation of customer service that cares about their needs.
• Have adequately trained representatives who listen, understand and acknowledge the request and know enough to actually solve their enquiries and complaints thus providing them with a prompt, timely and responsive service.
• Receive quality customer service—including an easy-to-use system which enables them to quickly reach a representative
• Have their precious time respected by the customer service department in every situation and to have their enquiries/complaints resolved in a single phone call or email and not more than one transfer