Our Customer Promise Our commitment to you
We make building your dream home an enjoyable and rewarding experience by: • Communicating with you in the way you choose
• Welcoming your feedback throughout the process • Addressing issues promptly
Ensuring we provide the best possible customer experience is at the heart of everything we do. Our commitment to making the experience better
We’re in this building process together so we ask that you as a customer: • Be complete and accurate in your dealings with us • Extend mutual courtesy and respect to our team
• Take time to understand your obligations and strive to fulfill them
Our commitment to quality
We aim to deliver a home that exceeds your expectations by: • Delivering a display home quality build, on time
• Thoroughly read our documentation and seek clarification if necessary • Be honest and transparent with us
• Ensure all interactions and communication (written and verbal) with us supports our Zero Harm environment. Full details of the Zero Harm policy can be found at carlislehomes.com.au/zero-harm
• Conducting several on-site inspections throughout construction • Providing a quality assurance inspection
• Providing easy to understand documents
Our commitment to problem solving We make issue resolution easier by:
Our commitment to service
We go the extra mile to deliver service excellence at every level by: • Being polite, clear and straightforward with you
• Appointing dedicated and experienced people as points of service
• Promptly attending to all issues and disputes with transparency
• Staying in touch with regular progress reports during construction and 14 days after settlement
• Answering your query with a formal response within 7 working days
• Responding to your general enquiries within one working day
• Creating opportunities to discuss all issues openly and fairly
• Explaining the entire building process up front