How to get the most from your relationship with EFIC Our Service Charter has been designed to inform you of the quality and timeliness of service you can expect to receive from us. Any comments you have on our Service Charter are welcome and may be made through our Feedback Line on 1800 033 420. About EFIC The Export Finance and Insurance Corporation (EFIC) is a statutory corporation of the Australian Government. We are in business to help increase Australia's exports. We provide finance and insurance services to Australian exporters and banks. Our services are similar to those provided by government backed export credit agencies in other countries, so that Australian exporters are in a position to compete globally. In managing our business over more than forty years, we have had to strike a balance between accepting risks unacceptable to commercial providers, while still staying in business and being financially self sustaining. We must apply commercial principles, which mean that some risks will be beyond what even we can prudently take on. Find out more about about the legislation under which we work and our Corporate Governance.
Quality of service
We strive to provide high quality service to our clients, consistently. At all times, you can expect our staff to be responsive to the needs of our clients and to: - act in a professional and courteous manner;
- demonstrate integrity; and
- respect the confidentiality of information provided to us.
Our Service commitments
Our communication
We encourage open communication with our clients. Whatever the stage of your transaction... we will stay in touch with you and regularly update you on the status of your transaction. We also encourage you to telephone us with any inquiries you may have. If you telephone us... we will answer your call immediately. If there is no one available who can address your query, your call will be returned as soon as possible, but always within one business day. If you wish to meet with us to discuss your transaction or how we may help you export... we will be happy to welcome you to our Sydney office. Please call the staff member you are dealing with or the main switchboard on 1800 887 588 to arrange an appointment. We will be ready to meet you at the agreed time. Where appropriate we can meet you at your offices.
Our decision making process
EFIC will make timely decisions. The following commitments indicate our maximum turnaround times. If you require a faster response, let us know and we will do our best to meet your requirements. If we are unable to do so, we will explain why and tell you when a response can be expected. When making decisions, we often need to request information from you. We will ensure that our requests for information are stated clearly. Under our Environment Policy, we carefully assess the environmental impact of applications which may have a significant impact on the environment. Export Finance If you submit an initial application for finance... we will advise you whether EFIC finance is appropriate for your transaction and, if so, issue a letter of indication within two business days. If a loan is established, upon disbursement conditions being satisfied... we will release funds within three business days.
Providing information about our services
To inform you about our services and any new developments within EFIC we will... publish up to date and accurate brochures on all our products. Please call our tollfree number, 1800 887 588 to discuss your information needs and we will send the appropriate brochures to you. publish an annual report including our financial statements. You may obtain a copy of our annual report by either calling our tollfree number, 1800 887 588 or visiting the News and Publications section of our website. publish and distribute at least three newsletters a year to clients discussing developments within EFIC and providing practical information on exporting issues. maintain an up to date website describing our products and how we assist exporters. Clients can apply for letters of indication or offer via the website.
Consultation about our service
We will consult our clients regularly about how well our products and services are meeting their needs. we will conduct research periodically to seek clients' views on particular issues.
Helping us to meet our service commitments
We need to work in partnership with you to meet our service commitments. You can help us by promptly: - providing information that is complete and accurate;
- advising us of any changes in information; and
- remembering that additional information may assist us in making our decision.
Sometimes when we receive information, we may have to ask you for some further information, which we could not originally have anticipated. We will seek to advise you of all information requirements upfront. If we require additional information, we will inform you promptly.
How to give us feedback
We view all feedback as an opportunity to improve our service. If you are unhappy with our service for any reason, we will seek to address your concern. Feedback may be provided through any of the following methods. You choose the method that is most suitable to you. - You may inform the staff member who is handling your transaction or their General Manager.
- If you prefer to communicate with someone who is not dealing directly with your transaction, you may call our Feedback Line on 1800 033 420 or email, feedback@efic.gov.au.
- You may contact our Managing Director, Angus Armour, directly on (02) 9201 2250. Alternatively, you can email him at aamour@efic.gov.au or write to him at EFIC, PO Box R65 Royal Exchange NSW 1223.
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