Our Customer Code is based on the following principles:

• We’re committed to high standards of service and will act transparently, with integrity and utmost good faith towards you.
• We’ll act in the interests of our customers by treating you honestly and fairly, and fulfilling our duties and obligations to the public under the EQC Act.
• We’ll identify and address instances of poor conduct within our company.
• We’re committed to ensuring our staff are appropriately trained and skilled to fulfil our responsibilities to you.
• Their training will include the requirements of the EQC Act, service to the public, collaboration with other public entities and may also include principles of insurance and relevant consumer laws.
• You’re entitled to ask for and receive clarification on the terms, conditions and exclusions of the Act cover.

We’ll communicate clearly and will:

• answer your questions accurately and in writing if requested.
• explain the information you need to give us when you make a claim.
• explain the importance of you disclosing information that is honest, complete, up-to-date and relevant.
• explain how we will support vulnerable customers.
• explain the decisions we make accurately, clearly, concisely and effectively in all our interactions with you.
• take all reasonable steps to help people who have English as a second language.