{{ propApi.closeIcon }}
Our industry
Our industry $vuetify.icons.faArrowRight
Economic research and forecasting Economics Housing outlook Tailored market research Economic reports and data Inspiring Australia's building professionals HOUSING The only place to get your industry news Newsroom
Business support
Business support $vuetify.icons.faArrowRight
Become an apprentice host Hire an apprentice Why host an HIA apprentice? Apprentice partner program Builder and manufacturer program Industry insurance Construction legal expenses insurance Construction works insurance Home warranty insurance Tradies and tool insurance Paperwork gone digital Contracts Online HIA Tradepass HR Docs SafeScan - managing workplace safety Planning and safety services Building and planning services How can HIA Safety help you? Independent site inspections Trusted legal support Legal advice and guidance Professional services Industrial relations
Resources & advice
Resources & advice $vuetify.icons.faArrowRight
Building it right Building codes Australian standards Getting it right on site See all Building materials and products Concrete, bricks and walls Getting products approved Use the right products for the job See all Managing your business Dealing with contracts Handling disputes Managing your employees See all Managing your safety Falls from heights Safety rules Working with silica See all Building your business Growing your business Maintaining your business See all Other subjects COVID-19 Getting approval to build Sustainable homes
Careers & learning
Careers & learning $vuetify.icons.faArrowRight
A rewarding career Become an apprentice Apprenticeships on offer Hear what our apprentices say Advice for parents and guardians Study with us Find a course Get your builder's licence Qualifications Learn with HIA
HIA community
HIA community $vuetify.icons.faArrowRight
Join HIA Sign me up How do I become a member? What's in it for me? Get involved Become an award judge Join a committee Partner with us Get to know us Our members Our people Our partners Mates Rates What we do Mental health program Charitable Foundation GreenSmart
Awards & events
Awards & events $vuetify.icons.faArrowRight
Awards Australian Housing Awards Awards program National Conference Industry networking Events
HIA products
HIA products $vuetify.icons.faArrowRight
Shop @ HIA Products Digital Australian Standards Contracts Online Shipping and delivery Purchasing terms & conditions
About Contact Newsroom
$vuetify.icons.faTimes
$vuetify.icons.faMapMarker Set my location Use the field below to update your location
Address
Change location
{{propApi.title}}
{{propApi.text}} {{region}} Change location
{{propApi.title}}
{{propApi.successMessage}} {{region}} Change location

$vuetify.icons.faPhone1300 650 620

Customer Service

{{ tag.label }} {{ tag.label }} $vuetify.icons.faTimes

This award recognises excellence in customer services by a financial institution, manufacturer, supplier, Government department (including local authorities) or professional service member that supports the residential building industry.

“Customer Service” refers to the level of service that a business provides to its customers, before, during and after their purchase and is aimed at enhancing the customer’s level of satisfaction. It includes aspects such as complaint handling, excellent communication and respect. In short, it means going that “extra mile” for your customers and surpassing your competition.

Professional service members include surveyors, building designers and architects, engineers, building inspectors, land developers, accountants and financial advisers, legal firms, advertising agencies, interior designers, estimators, computer specialists and other housing industry service providers. Applicants for this award need to be able to demonstrate application of fair-trading principles and a commitment focus within their organisation.

Program

2021 Housing and Kitchen & Bathroom Awards

Contact

wa_events@hia.com.au

Winner in this category is recognised locally and do not progress to the Australian Housing Awards.

Why enter?

To promote a continuous business improvement culture throughout your organisation.
To gain recognition for your organisation’s achievements and provide an opportunity for your people to be involved in showcasing your organisation’s excellent practices.
To celebrate your organisation’s success.
To differentiate your organisation and provide a competitive edge.

Judging criteria

Projects will be judged according to:

Criteria Points

Your Customer Service Policy

  • What is your customer service policy and how does it relate back to your mission statement?
  • How do you communicate it to others? (“Others” includes actual & potential clients, staff and other stakeholders – e.g. suppliers)
  • What procedures do you have in place to review your customer service policy?
20

Communication

  • What steps have you taken to improve communications within your business (please include the reasons why you made those improvements)?
  • What steps have you taken to improve communications between your business and its customers (please include the reasons why you made those improvements)?
  • What steps have you taken to improve communications between your business and its suppliers/trades (please include the reasons why you made those improvements)?
20

Research & Development

  • How do you identify your customers’ current & future needs?
  • How do you measure whether your customers’ current needs have been met?
  • What remedial action do you take if your customers’ current needs have not been met?
  • What processes have you put in place to improve customer service (in relation to both the delivery of service and the level of satisfaction)?
  • Are your staff involved in this process?
20

Customer Service Levels (provided by your business)

  • How do you measure and monitor your customer service levels?
  • What training programs do you have in place for staff?
  • How do you encourage staff to adopt, promote and develop your customer service policy?
20

Customer Satisfaction

  • How do you measure & monitor customer satisfaction?
  • Describe how your business “goes the extra mile” for its customers?
  • How much of your business comes from referrals by satisfied customers?
20

* When addressing each of the above criteria, please provide detailed examples, including evidence of “before” & “after” and when each of these examples occurred. Please note if a certain criteria does not apply, please explain why.

Notes:

  1. Builders and trade contractors are not eligible to enter this award.
  2. Professional service members include surveyors, building designers and architects, engineers, building inspectors, land developers, accountants and financial advisers, legal firms, advertising agencies, interior designers, estimators, computer specialists and other housing industry service providers.
  3. Applicants for this award need to be able to demonstrate application of fair-trading principles and a commitment focus within their organisation.

Competition area by postcode

Entries are submitted into the regional awards based on the geographical location of each project:

Perth Awards

6000 - 6038, 6050 - 6078, 6081 - 6084, 6090, 6094, 6100 - 6112, 6121 - 6126, 6146 - 6180, 6207 - 6214, 6556 - 6558, 6603, 6800, 6831 - 6850, 6865, 6872, 6892, 6900 - 6970, 6979 - 6997

There are no upcoming events in your region

HIA-CSR Australian Housing Awards

Celebrate the highest level of achievement for the "best of the best" in the residential building industry for award winning designs and builds from across Australia.

Tell me more $vuetify.icons.faArrowRight

Professional Builder/Renovator Awards

Highly-prized recognition within the industry for extensive business and financial management practices.

Tell me more $vuetify.icons.faArrowRight

Greensmart Awards

Celebrating sustainably-built homes, new products and GreenSmart Professionals. Gain recognition for your sustainability building practices.

Tell me more $vuetify.icons.faArrowRight

Business Partner Awards

Recognising the vital work done by those behind-the-scenes in small to medium-sized businesses in the building industry.

Tell me more $vuetify.icons.faArrowRight

Apprentice Awards

HIA host the Annual Apprentice Awards to recognise and inspire the next generation of apprentices for the construction industry.

Tell me more $vuetify.icons.faArrowRight

HIA Apprentice Host Trainer Award

Putting the spotlight on apprentice hosts and the important contribution they make for Australian apprentices.

Tell me more $vuetify.icons.faArrowRight