Our commitment to our customers

Our customer service values:

• You will be treated with respect, courtesy and  consideration
• We will be helpful, accountable and clarify your requirements
• Your questions and needs will be attended to  promptly and efficiently
• You will be provided with accurate information
• Services will be provided with the utmost integrity
• Personal information will not be disclosed to the  public without your consent, except as permitted by law

Our standards

• Office hours from 8.30 am to 5.00 pm  Monday to Friday. However you are able to leave telephone messages, send faxes or emails or  conduct electronic business via our website at any time.
• Whenever possible the person with who you make first contact will be responsible for dealing with your enquiry and assisting you throughout.
• All letters including faxed letters will be answered within 10 business days of receipt. All emails will be answered within 48 hours of receipt. These response times are contingent upon receipt of all information required to deal with the transaction/enquiry.
• If the matter is more complex and requires  additional time to provide a satisfactory response, you will be notified within the above time limits and given an estimated time of completion.
• If you leave a telephone message during office hours, your call will be returned on the same  day. However, if you leave a message for a specific staff member, that staff member may not always be available. In these cases, however, you will be contacted as soon as possible

Complaints

•  Any complaints are taken seriously and will be investigated promptly.

•  If you have been satisfied with the service you have received, positive feedback is also useful to  assist in evaluating our services.

•  If you have a complaint, or compliment about any service provided by the AIFL you may wish  to contact a Senior Management representative. You will find contact details on our website.

•  Customer surveys are conducted on our website regularily, however all students are provided with opportunities to provide feedback at anytime