Customer Care Policy Statement & Standards

Whenever customers have contact with TF Energy Limited, they will receive consistently high standards of customer service. We are committed to ensuring that customer service excellence is an integral part of the planning, resourcing, and delivery of our services.

Policy Statement

As an organisation we will be:

• Helpful and courteous in delivering high quality services.

• Professional and positive in our approach, taking pride in what we do.

• Well informed, so that our customers know what they can expect from us.

• Effective in listening to customers when they express dissatisfaction or complain.

Who are our customers?

Our customers are all the people we come into contact with in connection with our work.

What is customer care and why is it so important?

Because poor customer care is expensive – it loses customers, potential and existing clients and hard- fought reputations.

Customer care means:

• Providing a good quality service in a friendly, efficient and helpful way.

• Treating other people how they would like to be treated.

• Treating each person as an individual.

• Treating people with dignity, respect and courtesy.

• Offering choices where possible.

• Clearly explaining when there are no choices.

In order to do this we must understand and recognise that all our customers are different and that they all have different needs.

Good customer care is about having a positive attitude and the ability to adapt our behaviour and actions in a way that is appropriate for the individual.

Why do we need customer care standards?

Apart from the common sense business approach stated above there are other good reasons for adopting customer care standards. Customer care standards set out the expectations on our employees in their work, and ensure that we become and remain a customer-focussed organisation.

In particular, these standards define a corporate customer care framework for the achievement of excellent customer service which ensures that all customers receive the same consistent, high standards of customer service.

How do we maintain our Customer Care Policy?

The development of our Customer Care Policy is an important part of our Human Resource Strategy, which aims to ensure that our workforce can organise and deliver quality services. This is delivered by:

• focusing on service priorities

• reshaping our organisation on a regular basis

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• developing our skills and performance

• improving internal and external communication

Specific training will be provided to staff to help them carry out the Customer Care Policy.

Signed

Mike Charalambous

Director