Introduction

We're dedicated to providing exceptional customer service and ensuring that every customer's experience with us is positive and satisfying. This Customer Care Policy outlines our commitment to delivering the highest standards of service, support, and care to our valued customers.

Our Customer-Centric Approach

We firmly believe that our customers are at the heart of our business. Our commitment is to:

• Listening: We actively listen to our customers' needs, concerns, and feedback, and we use this information to continuously improve our products and services.

• Respect: We treat every customer with respect, courtesy, and professionalism, regardless of their background or circumstances.

• Timeliness: We aim to respond promptly to customer inquiries and resolve issues in a timely manner, understanding that your time is valuable.

Communication Channels

We offer various communication channels to ensure accessibility and convenience for our customers. You can reach us through:

• Phone: +64 9 222 0000

• Email: Support, Provisioning, Accounts, Sales

• Live Chat: Devoli Live Chat

Response Time

We strive to acknowledge and respond to customer inquiries within 24 hours. For more complex issues, we will provide you with an estimated resolution time.

Service Hours

Our customer support team is available during the following hours:

• 0800 - 1730 via Tickets

• 0830 - 1700 via Chat

• 0830 - 1730 via phone

• After-hours or weekend support is available subject to terms and conditions via a phone call to +64 9 222 000

Complaint Resolution Process

In the event of a complaint or issue, we follow a structured resolution process:

• Contact: Reach out to our customer support team using your preferred channel.

• Investigation: We will investigate the issue promptly and thoroughly to understand the problem.

• Resolution: We will work diligently to resolve the issue and provide you with updates on our progress.

• Escalation: If the issue cannot be resolved at the initial contact point, it will be escalated to a higher level of management.

Here is a link to our Complaints process - Customer Complaints Policy 

Training and Development

Our employees undergo continuous training and development to enhance their customer service skills. We are committed to ensuring that every member of our team can assist you effectively and professionally.

Data Privacy and Security

We take the privacy and security of your data seriously. Our data handling practices comply with all relevant data protection laws and regulations. For more information, please refer to our Privacy Policy 

Feedback Mechanisms

We encourage you to provide feedback on your experiences with us. Your input is invaluable in helping us improve our services. You can provide feedback via your Account Manager.

Continuous Improvement

We are committed to continuous improvement and will regularly review our customer care processes based on customer feedback and evolving industry standards.

Accountability

We have designated individuals responsible for overseeing and ensuring the implementation and adherence to this Customer Care Policy within our organization.

Monitoring and Reporting

We regularly monitor and report on our customer care performance, tracking key performance indicators (KPIs) to measure our success in meeting customer satisfaction goals.

Devoli is dedicated to creating and maintaining a culture of exceptional customer care. We appreciate your trust in us and are committed to serving you with excellence.

For further inquiries or to share your feedback, please don't hesitate to contact our customer support team.

Devoli CS Team