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Common Questions

Communication

Communication between us and our clients is very important. In the initial stages good communication ensures that the project is properly scoped so that the project attains the desired goals. We undertake to listen to you to determine what you want out of your project. We will also ask you questions to help with this scoping exercise. These questions will help you to think about your project in ways you may not have considered.

We ask that you communicate well with us and notify us of any changes in your thinking or circumstances as soon as possible so that we can act quickly to the new situation. It is important that you provide information to us as honestly as possible so that we are armed to act in your best interests. In turn we undertake to be completely honest with you.

During your project we collect certain information about you and your project so that we may provide you with the best possible service. We respect your privacy and we will not sell your personal information to other parties. The information kept on your file, which does not form the part of public records will be kept confidential from other parties. However, certain information may need to be disclosed to other parties during the course of your project to ensure its successful completion. We will consult with you before we do this. You may ask to see the personal information you have provided and request correction, if there are changes to be made.

We will endeavour to keep you informed of progress with your project while we are dealing with it.

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Complaints

As a professional organisation, we continually strive to provide the highest level of service. If you're unhappy with the service you receive, we want to know. Please make contact with us as soon as possible with your concerns. We will deal with your complaint as soon as possible. We also welcome the opportunity to receive any feedback from our clients as to how we can improve our service to you. If you can help in this regard, please make contact with us by using the "Contact Us" form in this website, or by other means as you choose.

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Fees & Costs

When we are engaged to undertake a particular project we prefer to scope the project as well as possible at the beginning and to provide an estimate of our fees to undertake the work. In some cases it might not be possible to accurately scope a project because of unknown elements. In such cases we will indicate where we consider there to be unknowns and we may have to charge on an hourly rate basis.

We also endeavour to provide you with information regarding costs external to us and likely timeframes for the conclusion of your project. It is important to us that our fees provide you with value.

Our fees include all administrative overheads. Disbursements such as courier costs, copying costs, mileage, data & materials are charged separately and will be clearly itemised on your invoice. If disbursements of significant amounts are to be incurred, we may request you pay these in advance.

Projects requiring only a short timeframe will usually be invoiced for upon completion, with longer running projects invoiced on a monthly basis.

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