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Customer service charter

QRIDA values our customers and strives for excellence in the services that we provide. Our customer service charter sets out our commitment to you and outlines the standard of service that you can expect in your dealings with us.

Through our service standards we will:

Value you
  • provide prompt, friendly, courteous and efficient customer service
  • provide you with clear, accurate and timely information
  • treat you with respect and always act with honesty and integrity
  • strive to continuously improve our processes and the way we do business with you
  • actively seek your feedback on our services to ensure they meet your needs
  • be a responsible lender by lending only to customers who we believe will be able to manage and repay the facility
Deliver excellent service
  • provide personalised regional service with Regional Area Managers based in Bundaberg, Cloncurry, Innisfail, Kingaroy, Emerald, Mackay, Rockhampton, Roma and Toowoomba
  • fully disclose terms, conditions and eligibility criteria for assistance programs we administer
  • provide you with feedback on decisions made and the reasons for those decisions
  • continually improve our web presence to ensure you have access to the most up-to-date information
  • be available from 8:30am to 5:00pm Monday to Friday
Be responsive
  • resolve customer complaints as quickly as possible
  • respond to your enquiries on our Freecall number within two days
  • be timely with our processing of applications for each program
  • make a decision regarding the 'review of decision' within 30 business days

Please tell us how we are doing

We value your feedback and your comments provide us with valuable information to improve our services. Help us to recognise the efforts of our people by telling us when you have received excellent customer service.

When we don't meet your expectations

Should you be dissatisfied with the service that you have received, we would invite you to lodge your concerns through our Customer Complaint process.

Last updated
2 February 2018