EQC’s 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.