Our promise to you

We work with you to make choices that support what’s best for you

• We are committed to putting your interests first and acting with impartiality, fairness and respect.  
• We manage your affairs responsibly and in line with relevant legislation and regulations.  
• We prioritise keeping your information and assets secure.  
• We work with you to make meaningful differences in your life, offering tailored solutions to meet your evolving needs. 

We act with honesty, fairness and care

• We act with honesty, transparency and integrity in all our dealings.  
• We are respectful and professional at all times.  
• We handle your personal and financial information with care and diligence.  

We communicate clearly and respectfully

• We actively listen to understand your needs.  
• We enable you to communicate with us in the way you require – by telephone, online, in writing or in person (by appointment).  
• We communicate with you in plain language, free from unnecessary technical language.  
• We respond to you in a timely and respectful manner, providing clear timeframes for when you can expect to hear from us.  
• We provide clear explanations about our services, fees and processes. 

We provide accessible and inclusive services

• We provide services that are accessible and inclusive regardless of your background, language, race, religion, age, gender, ethnicity or abilities.  
• We will make reasonable adjustments to support individuals with specific requirements.  
• We work with local, regional, rural and remote partners to ensure our services are accessible to all Victorians.  

We take responsibility for our work and always try to do better

• We are transparent about our decisions and provide clear explanations as part of our communication.  
• We acknowledge if we make mistakes and take reasonable steps to address or correct them wherever possible.  
• We invite feedback to improve the quality of our services.  
• We embrace innovation to continually improve and deliver better outcomes for our clients.  
• We regularly review our processes and policies to ensure they reflect community expectations and best practices.