Service Guarantee

QCPP Customer Service Guarantee

Quality Care Pharmacy Program (QCPP) is committed to achieving Customer Service Excellence. We have set time limits to make every effort to ensure that our Service Guarantee is met. We strive to provide QCPP accredited pharmacies with quality customer service and always ensure that relevant and updated information is communicated to you in a timely and professional manner.

Customer Service Support

  1. Accessibility to the QCPP Helpline Phone: 1300 363 340 and help@qcpp.com email during business hours. We will be available from 9.00am to 5.00pm (EST) Monday to Friday.

  2. We will endeavour to answer your phone call within six rings. If all lines are busy or you have left a message out of opening hours we will return your phone call within one working day.

  3. We will acknowledge receipt of emails within two working days and we will respond in detail, by phone or in writing, to all written customer enquiries within five working days.

Privacy

  1. QCPP is wholly committed to upholding the National Privacy Principles established under the Privacy Act 1988 (Commonwealth) and as such will safeguard the information. You have the right to access your personal information. We will only provide information to organisations for the purposes related to the administration of the QCPP. However your information may also be shared with The Pharmacy Guild of Australia and JAS-ANZ as part of your accreditation. If you have any questions about your privacy rights please contact QCPP on 1300 363 340.

Document Processing

  1. Dispatch of the assessment booking confirmation will be sent within five working days of a planned assessment date.
  2. Dispatch of documents for achievement of QCPP Accreditation, once accreditation has been finalised (this includes final assessment report and invoice payment received) will be made within ten working days.
  3. Responses to change of a pharmacy status for continued accreditation will be made within five working days.

Continuous Quality Improvement

  1. We will review our QCPP Requirements manual, website and other resources on an ongoing basis and provide accredited pharmacies with manual updates as required (no more than twice a year).
  2. We value and encourage your comments and feedback about QCPP and our service delivery and will address and respond to all feedback within the timeframes outlined within this agreement.
  3. This service agreement will be reviewed annually.
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