Customer Care Policy


Physical Access

  • Provide clean, accessible offices that comply with occupational & safety standards.



  • Provide information that is clear, timely, complete, accurate at defined point of contact.
  • Continue the drive for easily understood forms, information leaflets & procedures.
  • Translate signs & forms into other languages as required.


Timeliness & Courtesy

  • Deliver quality services with courtesy, sensitivity & minimum delay.
  • Give contact names in all communication to ensure ease of all ongoing transactions.


Internal Customer

  • Develop appropriate facilities, support structures & communication channels to recognize, support & respond to internal queries
  • Ensure staff are recognised as internal customers & that they are afforded equivalent courtesy, facilities & level of service as external customers.



  • Customer Care Complaints – System may not function as well as expected. Alpha Group will therefore maintain an accessible, transparent & user friendly customer complaints procedure for all our clients who are dissatisfied with the quality of service.
  • Alpha Group will endeavour to learn from its mistakes



Better co-ordination

  • Implementation of CRM in order to foster a more coordinated and integrated approach.



Consultation & evaluation

  1. Promote meaningful customer involvement in the planning, implementation & evaluation of our services using customer panels, customer satisfaction surveys & other innovative approaches
  2. Use regular feedback from our contract managers & customer service executives who are in the field and in direct contact with our client


We will endeavour to:

  1. Acknowledge within 3 working days and issue a full reply within 15 working days. If not possible to achieve this we will write stating when we hope to be in position to reply.
  2. Write as clearly as possible.
  3. Only use technical terms where absolutely necessary.
  4. Ensure that all letters carry a contact name, e-mail address, telephone number and a reference.
  5. Respond in the language that query was made.
  6. Use simple and clear language in forms and leaflets.
  7. Make forms and leaflets available in electronic format and facilitate on-line application.
  8.  Make a decision as quickly as possible on receipt of a valid application.
  9. Deal with all applications consistently and in accordance with the relevant rules & regulations.
  10. Give reasons for our decisions.
  11. Provide training to new recruits



We will endeavour to:

  • Answer quickly and courteously.
  • Provide the information required in a helpful manner
  • Try to deal with the enquiry without passing the call to another extension.
  • Take the enquiry, e-mail address and telephone number and write back or call back if the enquiry cannot be answered quickly
  • Indicate when our customer can expect to hear from us and arrange to call at a time, which is convenient to them
  • Give contact names in all telephone communications to ensure ease of ongoing transactions



We will endeavour to:

  • Ensure that our frontline staff deal with the enquiries as quickly as possible.
  • Ensure that the waiting time is kept to a minimum
  • Maintain our reception clean and well aerated
  • Ensure that our client meeting room is cleaned and properly maintained.


Courtesy and Consideration

Whether your business is conducted in person, by e-mail, by telephone or by correspondence we acknowledge that you are at all times entitled to be served:

  • Promptly and in a courteous manner.
  • With due regards to privacy and confidentiality
  • Be friendly and helpful staff



  1. Our website is a major source of information concerning ALPHA GROUP and its services. It is a valuable information resource and contains our mission, values and policy documents. It is information at your fingertips 24/7.
  2. In the event that you cannot locate what you are looking for there or wish to make a comment/ suggestion/ complaint about our operation, then we can be contacted through our Customer Care Section.
  3. Also available on our website are contact details to whom you may address your queries.
  4. If your enquiry is of a specialised nature, we will of course arrange for you to meet with the appropriate staff within 24 hours following request.
  5. Our head office is open between 8.15 am to 5.00 p.m Monday to Saturday. An emergency number is available after hours and weekends at telephone no. xxxxxxxx