We will be available 8am to 5pm, Monday to Friday either in our office on 07 5531 1288 or remotely on mobile phone to ensure a qualified consultant is always there when you need support

We will provide all documentation in a plain language that is understandable.

We will respond to all technical support queries within 1 business day.

We will respond in detail by phone, email or in writing to all written customer enquiries within 3 business days.

Personal Information

We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.

We will, with your help, keep your personal information accurate, complete and up to date.

You have the right to inspect the personal information we hold about you, subject to exceptions relating to information given in confidence.

Professional Services

When we conduct consulting services either on-site or via remote access we will:
Record all time on a Client Maintenance Form, and have you sign-off on the time before you are billed for it.
Before removing or changing data, we will confirm with you before proceeding
Fully inform you of the outcomes of the work, and any follow up that is required if the work is not completed.

All Professional Services staff will be skilled in the software application they are dealing with.

If a situation arises where any consulting services are unable to be completed for whatever reason, a clear 'path' going forward will be decided upon to either be performed by our staff or yourself to resolve the issue and reach a satisfactory outcome.

We will contact you within 10 business days of the work being completed, to ensure you are satisfied with the services performed

Phone Support

When you contact our office by phone, email or by logging a support case through our website, we will:
Allocate your case to one of our consultants who will be your first point of contact unless informed differently in the case of an escalation.
Make contact within 1 business day via phone or email with either a resolution to the issue or to discuss the issue further.
Where an issue is not able to be resolved immediately you will be informed of an estimated resolution time for the case.

Upon request, provide you with the time allocated to resolving your case that will be charged if you are not a member of the Axis Complete program (for more details on this program call our office or visit http://www.axisitconsulting.com.au/

Fees & Charges

All fees and/or charges applicable to professional services performed either on site, remotely or over the phone will be made available upon request. All rates are based on the software application being used.

If you are part of the Axis Complete support program, all services under the arrangement will be included in the fixed fee agreement. If additional services performed fall outside of the program our staff will notify you before conducting any additionally chargeable services.

All professional services are charged on an hourly rate. Upon request we are happy to provide details of the time charged on any invoice received. This information will be provided within 3 business days of a request for this information.

Customer Complaints/Disputes

Axis endeavours to resolve all disputes quickly and fairly. If you have an issue please contact our business manager via email at mailto:stephen.pitt@rdgbp.com.auor by phone on 07 5531 1288 and we address your issue within 3 business days

Accountability

We will report publicly and annually regarding compliance with this charter. Our parent company (RDG Business Professionals) will independently review our report

This Charter commenced on 1 July 2006 and will be reviewed annually

Penalties

You have the right to request a $30 penalty payment whenever you believe we have failed to meet any of the promises numbered 1 -17 outlined in this Charter