What are our standards?

We have committed ourselves to certain standards of performance, with the aim of delivering to you the ultimate in customer satisfaction.


If you have an appointment with us, we will strive to meet with you within 10 minutes of your appointment time. If however, you do not have an appointment, we will strive to meet with you within 30 minutes of your arrival, but if this is not possible, then we will give you the option either to continue to wait until an officer is free to see you or to make an appointment for another time.

Loan Interviews

We offer same day interviews for loan pre-qualification.  We offer same day interviews AND approvals on letters of commitment provided that you have all the required documents. If we are unable to interview you because of previously scheduled appointments, we will arrange the earliest possible date for an interview.  We will send you interview letters (or use some other means) within seven working days following your successful application for a scheme unit.

Telephone Enquiries

Telephone calls will be answered by the 3rd ring.  Staff will identify their departments and themselves upon answering the telephone and then offer to help you.  If we have to place you on hold we will keep you on hold for no more than 2 minutes, while giving you regular updates if you have to hold for more than 30 seconds.  If our customer service representatives are busy and you have to leave a message on their answering machine, they will contact you at the first opportunity but not later than 8 working hours afterwards.  In cases where we may need to conduct some research or gather some information, then our commitment is to return your call within 2 working days.

We will handle all customer information with absolute confidentiality.

Written Enquiries

We will let you know that we have received your written enquiries within 1 working day and will reply by mail (electronically or otherwise) or fax within 5 working days of receiving them.  Additionally, if there is a delay, we will let you know within 1 working day.  In a case where more research is needed, we will let you know and give you at least 2 updates by telephone, fax or e-mail.

We will prepare your Tax Compliance Certificates on the same day, once all your payments are up to date.

Walk-in Customers

We will acknowledge our customers who walk into any of our offices within 2 minutes and will direct customers to the appropriate section within 2 minutes of their arrival at our offices.