NCSL apologises to ‘frustrated’ customer

Letters

THIS is a response to an article in the Letters to the Editor column by Frustrated Customer published in The National yesterday (Nov 12).
NCSL apologises for the tardiness in this customer experience and assures Frustrated Customer and all our members that we have a defined workflow process that is supported by an effective and user-friendly operating system to ensure our members are efficiently served.
We take customer services very seriously to ensure services are delivered within approved service standards.
We will undertake a thorough investigation into what has happened and invite Frustrated Customer to come forward with details of his/ her complaint so that we can investigate and address this matter.
We also have a defined escalation process to manage all complaints and issues raised by members that are not satisfactorily resolved by our member service officers at the branch.
Such complaints and issues can be referred to the Member Services & Branch Support manager Robert Thadeus on email: [email protected] or [email protected].
If it is not resolved at this level, you can contact the general manager on [email protected].

Vari Lahui,
General Manager