Service Code
Raising an issue with SARS can seem difficult or intimidating but we want to make it as easy as possible for you to get things put right.
• We will deal with you in a friendly and professional way.
• We will treat the issue that you raise seriously.
• We won’t treat you differently from other people just because you have raised an issue.
• We will acknowledge the issue you have raised, give you the name of the person dealing with it and let you know when you can expect a reply.
The Final Result
When things go wrong we don’t want to put you to extra time and expense and will do our best to sort things out quickly and fairly. So where we have made a mistake we will:
• Apologise
• Explain what went wrong and why
• Correct the mistake so that, where possible, your affairs will be in the same position as if we hadn’t made the mistake, and
• Learn from our experience.
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