Customer Service Charter

Our Commitment

Incolink is dedicated to supporting the Australian commercial construction industry, its workers, employers, and stakeholders. We provide financial security, health and wellbeing services, and skills training to keep the industry thriving. Our service standards reflect our values of transparency, fairness, empathy, diligence, efficiency, integrity, and professionalism, ensuring we meet and exceed member expectations while complying with all applicable laws and our Trust Deed.

What We Do

Incolink offers redundancy payments, portable sick leave, income protection, health and wellbeing support services (e.g., counselling, on site health services), and industry-leading training to construction workers and employers in Victoria, New South Wales, Tasmania, and South Australia. We ensure safe workplaces and financial stability in an industry facing insolvencies and intense competition.

How to Contact Us

Phone: 1800 337 789 (9 AM–5 PM AEST, Monday–Friday)

Email: [email protected]

Website: www.incolink.org.au

In-Person: Visit our offices in Melbourne, Sydney, or Adelaide. Feedback/Complaints: Submit via our website or email [email protected].

Our Service Standards

We are committed to delivering high-quality service aligned with our values and the principles of quality customer service. Below are our standards, evaluated against the five key dimensions of service quality:

Reliability (Delivering as Promised)

• Process claims accurately and within 5 business days.

• Provide timely updates on system changes (e.g., EmployerLink updates effective July 14, 2025).

• Ensure consistent access to redundancy, insurance, and wellbeing services.

Responsiveness

• Respond to inquiries within 24 hours (phone/email) or 48 hours (complex cases) during business days.

• Conduct regular site visits and toolbox sessions across the areas we operate in to help members understand our services and for us to better understand member needs and views’.

• Offer immediate referrals to wellbeing services, including mental health support.

Assurance (Knowledgeable and Trustworthy Staff)

• Employ trained professionals who understand industry needs and workplace agreements.

• Maintain transparency in all communications, ensuring members are informed of their rights.

• Demonstrate zero tolerance for harassment, bullying, bias, or discrimination.

Privacy and Data Security

• Your personal and financial information (e.g. claims, medical records) is protected under privacy laws and only used for legitimate purposes.

• Confidential handling of complaints or disputes with anonymity options when appropriate.

Empathy (Caring and Personalised Attention)

• Deliver alternative pathways to access services where appropriate for employers and workers, especially during financial or mental health challenges.

• Provide compassionate support through counselling and wellbeing programs.

• Engage with members respectfully, reflecting our commitment to fairness and understanding.

Presentation

• Maintain user-friendly, accessible platforms (e.g., EmployerLink, website).

• Ensure professional, clear, and concise communication materials.

• Present staff in a professional manner during site visits and industry events.

Your Rights and Responsibilities

Rights:

• Receive accurate, timely, and fair service.

• Access clear information about Incolink’s benefits and processes.

• Provide feedback or lodge complaints without fear of reprisal.

• Access to Incolink’s disputes resolution mechanism through our governance framework.

Responsibilities:

• Provide accurate information for claims and inquiries.

• Engage respectfully with Incolink staff and services.

• Notify us promptly of changes to your employment or contact details.

Feedback and Continuous Improvement

We value your feedback to improve our services:

• Share feedback via our website, email, or phone.

• Participate in Incolink surveys and reviews to help us enhance member experience.

• Complaints are addressed within 7 business days, with escalation through our governance framework.