ESE Customer Care Charter



As part of our commitment to you, we pledge to apply these standards to all our services:

At all times we shall be:

  • Careful to listen to your needs and to open a clear communication process
  • Courteous, helpful and fair in delivering high quality services
  • Professional and proactive whenever possible in our approach
  • Well-informed and caring to your needs, so that we are able to help you
  • Effective in listening and responding to you when you are dissatisfied or complain

During your contact with us, we will:

  • Aim to answer your query at the first instance whenever possible
  • Take the necessary action to have someone to speak to you promptly if we cannot answer your query immediately
  • Undertake to respond to your letters and emails in a prompt and timely manner
  • Direct you as necessary to that ESE employee who can help you

We appreciate when you:

  • Treat our employees with courtesy, respect and dignity
  • Attend your lessons and appointments on a timely basis, and notify us if you are unable to attend
  • Provide us with the information we need to help you
  • Give us your feedback and suggestions in a constructive and genuine manner to help us improve our services