TBAS CUSTOMER SERVICE STANDARDS
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SERVICE |
SERVICE STANDARD |
| General Telephone Enquires | We will acknowledge telephone messages and will provide you with a likely timeframe for a full response within two working days. |
| Written General Enquires | We will acknowledge e-mail requests within one working day of receipt, and provide you with a likely timeframe for a full response within two working days. We will acknowledge written responses and will provide you with a likely timeframe for a full written response within one work week. |
| Statement of Accounts | We will generate and send Statements of Accounts at the end of every month. Should month end occur on a weekend, we will send statements by the second working day of the following week. |
| Delivery of Invoices | We will send out international invoices on a weekly basis. |
| Processing of adjustments | We will adjust accounts when appropriate within one week. |
| Problem resolution | Acknowledgement of issue within two working days. Resolution/client contact within 15 working days. Advise if additional time required for a full response. |
Marine Navigation Services Fees application rulings
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Within an average of 60 days. Advise if additional time required for ruling. |