In line with SAIA's commitment to excellence in its services and its recognition of the importance of user satisfaction, SAIA seeks to develop its services in a manner that meets users' needs and fulfills their aspirations. This is achieved through the adoption of best professional practices and the enhancement of service channel efficiency, contributing to an improved user experience and a higher level of user satisfaction. Within this framework, SAIA's User Service Center plays a pivotal role in achieving these objectives, through the following:
- Providing services to users in accordance with the principles of quality, transparency, fairness, and equality.
- Adhering to the User Service Charter approved by SAIA as the primary reference document governing the relationship with users.
- Documenting all requests, inquiries, and complaints via the approved unified electronic system for user service.
- Training and qualifying user service personnel to strengthen their communication skills, professional engagement with the public, and efficient management of complaints.
Providing user services through the receipt, handling, and response to inquiries and complaints in accordance with the approved timeframes.
- This Policy shall be reviewed and updated as required, and circulated to employees and users to ensure compliance with the provisions thereof.