The Sensis Customer Charter

The Sensis Customer Charter is the first documented statement of our commitment to our customers. Evolving from a commitment to help improve customer experience when dealing with Sensis, it sets out our targets for quality and timely performance, responsiveness to customer needs and our process for addressing customer complaints.

The Customer Charter is based on customer feedback.

Our Sensis Customer Charter Goals are set out below.

The Customer Charter will continue to evolve with customer expectations. Next on our agenda will be a change to the Sensis invoices. In response to customer feedback, we will redesign the invoices to make them easier to understand and provide more options for you to view your invoice.

Some changes will take time to implement, but we are not backing away from our commitment to deliver on these improvements. We are committed to continually enhancing the Sensis Customer Charter and will include new goals in the coming months.

If you have any queries relating to the Sensis Customer Charter, please contact us on 1800 001 848.

Quality & Timely Performance

Yellow Pages® Directories

Our goal
Our goal is to send a proof of your Yellow Pages® print advertisement to you within 15 business days of you signing the contract and submitting to us all the content necessary to prepare a proof.

If a change to your Yellow Pages® print advertisement is required, we aim to send a new proof to you within 15 business days of receiving all content required to make the change.

Note: This goal relates to contracts entered into and changes made before the published book close dates for the relevant directory.

What this means to you
When we achieve this goal, it will provide you with a timeline to help plan the development and booking of your directory listing.

Note: Artwork and content should be submitted to your sales consultant.

Our goal
Our goal is to send you confirmation of the purchase of your Yellow Pages® print directory products within 7 business days of you signing the contract.

What this means to you
This means we will seek to provide timely confirmation of the full details of the product you have purchased, its price and the payment terms as specified in your contract.

Yellow Pages® OnLine

Our goal
Our goal is to publish online content within 10 business days of receiving all content from you and make any changes to your online content within 10 business days of receiving all the content changes from you.

What this means to you
When we achieve this goal, you will know when to expect your online advertisement to appear on the Yellow Pages® OnLine site and when to expect any changes to your online listing to be reflected on the site.

Responsiveness to Your Needs

Our goals
Our customer service department will be available from 8am to 6pm each business day on 13 23 78.We will make it easier for customers to contact us and take personal responsibility when assisting them.

We will listen to our customers and endeavour to understand the business they do with us.

What these goals mean to you.
You will have a clear number on which you can contact Sensis. Our goal is to ensure Customer Service will be available to answer your calls and emails during business hours.

Our goal
Our Sales Consultants aim to propose only advertising programs that are designed to deliver benefits.

What this means to you
Our goal is for you to be able to expect your Sales Consultant to explain the potential benefits that any proposed advertising programs can help deliver to your business.

Addressing Your Complaints

Our goal
We will own a customer problem at the first point of contact and strive to resolve your problem.

What this means to you
Any Sensis employee that you contact about a problem or complaint is to take personal responsibility for seeing that you are connected to the group or person best able to help you and, if they can, help you in attempting to resolve your concerns.

Our goal
We will let customers know who is responsible for their complaints and aim to resolve it within 5 business days. If resolution is not possible within that time frame, we will explain the customer complaint process and advise how long we consider that process may take.

What this means to you
Whenever you lodge a complaint, you should be told who is responsible for it, how it may be addressed and how long we consider this process may take.

If that time changes or exceeds this period, our employees aim to update you on the progress of your complaint every five business days.