Scheme users, who include people with a claim and policyholders, are at the heart of our framework and at the centre of everything we do. Everyone in the delivery chain, whether scheme users, regulated entities, stakeholders, service providers or our own people, has a role to play and is a customer of SIRA.
Our customer groups are diverse, and individuals may belong to more than one category. For example, a healthcare service provider could also be a policyholder or make claims under our schemes, and in some instances might represent views as a stakeholder.
Recognising this, we consulted with our customers to develop SIRA’s CX Framework to clearly identify our relationship to our customer groups and to inform how we interact with you.
Applying this CX Framework in all our work and engagements ensures we help everyone contribute to better outcomes for scheme users.
Our Customer Experience Principles
The foundation of the Framework is the 6 Customer Experience Principles that guide all our decisions and interactions:
- Engage with the community – We seek to understand you, listen to your feedback, help you feel heard and reflect on opportunities to improve things.
- Easy to access – We aim to make it easy for you to access information and support, to engage with us and to understand your rights and your responsibilities.
- Respect my time – We strive to be responsive, streamline requirements and minimise effort and the need for you to repeat yourself.
- Act with empathy – We endeavour to appreciate your situation, value your perspective and treat you fairly and with dignity.
- Explain what to expect – We want to be clear with you about what steps are involved and what your outcomes might be, offer reminders as needed and update you when things change.
- Resolve the situation – When you raise issues, we acknowledge them, take appropriate actions or decisions and are accountable for those, explaining our reasons.
Our shared commitment
Whether you are a scheme user, a stakeholder, a regulated entity or a service provider, your experience with SIRA matters to us.
We also understand that successful communication relies on all parties hearing one another and responding appropriately.
We recognise that you might be coming to us in a distressed state and will always seek to empathise with your situation. In return we ask that you engage with us openly and responsibly and with the same respect that we extend to you.
We value your feedback
If you’d like to make a complaint or offer feedback, please don’t hesitate to voice your concerns through our feedback and complaints page. We see this process as an opportunity for improvement and aim to handle feedback and complaints using our 6 Customer Experience Principles.
Updated 13 March 2025