Taxco Client Care and Contact procedures
Taxco Client Care standard, process, communication protocol and contact details
Taxco is committed to open and efficient communication with its clients, staff and member firms, and to excellent client service.
Client care standard
We commit ourselves to the following client care standards:
1. We will answer our phones during office hours.
2. We will respond to any phone message and e-mail within
48 hours.
3. We will provide a client or other person with bi-weekly
feedback on unresolved queries and pending processes.
Process
All complaints are logged and analysed to determine trends and problem areas. The Client Care Diagnostic Report (based on complaints) is submitted to Management on a monthly basis and is discussed at TMT (Top Management Meetings) and Trustee meetings .
Communication protocol
Please follow these guidelines when communicating with Taxco:
1. Technical queries should be directed via the channels on Taxco's website or instant email contact to pierre@taxcotrust.co.za.
2. General enquiries should be directed to the relevant staff member or admin@taxcotrust.co.za.
3. General complaints, concerns, comments, queries and compliments should be communicated with Leonie Le Breton,
Client Care Manager at taxco@taxcotrust.co.za, or Amanda Breytenbach, Communications Trustee at amanda@taxcotrust.co.za.
4. Complaints against any Trustee or Manager of Taxco should be communicated with Pierre Goosen, Ethics and Training
Officer at pierre@taxcotrust.co.za.
5. Complaints in respect of the Ethics and Training Officer should be communicated with the Chairperson of the Board of Trustees,
via the Communications Trustee.
Please avoid contacting learnership clerks and clerical personnel with regards to serious technical and other queries, unless the above protocol has been followed.
Contact details
You can contact the Client Care Manager at:
Email: taxco@taxcotrust.co.za
Office: 051 447 0827
We are looking forward to hearing from you.
Yours sincerely,
Leonie Le Breton
Client Care Manager