Customer Service Charter | Novita

Customer Service Charter


We believe that every person and family is unique, with their own strengths, goals and aspirations. Everyone has the right to achieve these goals and take part in their community in ways that they want to achieve their full potential.

We do everything for you with our core values at heart:

  • Integrity. We’re honest and ethical in everything we do.
  • Commitment. We’re passionate in what we do.
  • Accountability. We’re responsible for our own actions.
  • Respect. We value every individual.
  • Excellence. We make a positive impact.

We promise to:

Work with you to build on the strengths you have, putting people and communities at the centre of everything we do. You can expect high quality services that aim for inclusion of all people.

Work alongside you with passion and care to provide the supports you want to achieve your goals. We will communicate honestly and openly; and be clear about what we can and can’t do.

Respond to your enquiries quickly and give you the information you need to plan for the future. We will agree with you in advance what services we will provide to you and will tell you what it will cost.

Deliver information, products and services on time. If there is going to be an unavoidable delay, we will talk with you about the reasons for the delay and agree new timeframes.

Value your feedback and always listen to you respectfully. We will ask for your feedback regularly because we want to keep improving our services and ensure your experience matches our commitment to you.

You can expect to:

Receive services provided by suitably qualified, skilled and supported staff, driven by your goals and aspirations to achieve the best possible outcomes for you.

Get the help you want or need (this means regular contact and support from our staff and an agreed plan which you authorise) with quality services and supports that are informed by evidence-based practice.

Be treated with dignity and courtesy including respect for your beliefs, customs and cultural ways.

Have your choices, rights and decisions respected and listened to so that you can choose the Novita supports you want, how you want them delivered and set your own goals.

Be presented with alternative options to keep our original commitment if for any reason your regular worker is unavailable.

Freely utilise an interpreter, advocate or carer should you need their assistance to plan or access services with us.

Have your personal information treated confidentially and be provided prompt access to your personal information if you request it (refer to Novita’s Privacy Policy).

Be listened to when you provide suggestions, other forms of feedback or make a complaint (we will ask for your feedback and listen to and act on your feedback).

You can get the most out of Novita’s services and products by:

Working with us to develop a plan that works for you, including telling us about what you need so we can support you to achieve your goals.

Providing us accurate information about yourself, your situation and your decisions.

Reciprocating the respectful treatment of others including our staff and volunteers.

Contacting us if things change and providing adequate notice if you cannot keep an appointment or arrangement.

Ensuring we are paid promptly for the services we provide and abiding by the terms and conditions as set out in our service agreement with you.

To contact us with compliments, complaints, questions or a service enquiry you can:

  • Talk directly to the staff member or volunteer you are in contact with or ask to speak with a more senior staff member
  • Phone the Customer Experience Team on 1300 668 482
  • Email us at [email protected]
  • Contact us through the Contact Us page on the Novita website
  • Submit a compliment, complaint or suggestion online
  • Write to us at:
    Customer Experience Manager
    PO Box 2438
    Regency Park
    SA 5942