During 2014, FBS had been examining its performance in relation to client service. One of the most productive ways to do this was by asking members of the UQ community to participate in a client service survey. In response to survey feedback, FBS developed a Client Service Strategy Road Map - a plan that outlines specific actions for FBS with the intent of providing customer-focused service delivery.

FBS is very pleased to launch the FBS Service Charter which is one of the key deliverables of the Road Map. The Charter is a key initiative arising from a collaboration between FBS and its customers and is a tangible demonstration of our commitment to provide value added service and ensure we fulfil our mission of securing UQ’s financial future through expert advice, systems and support.
 
The Service Charter defines the service levels that customers can expect from FBS. In particular, we realise how important it is to ensure we are contactable when we are needed. We therefore offer a range of communication avenues.
 
The Charter will be reviewed on a regular basis to keep in touch with the changing needs of customers and FBS’s ability to meet these expectations and to enable improvement. To ensure we provide the service our customers want, we welcome constructive feedback to help us improve and refine our service to what is needed.
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