Tai Calon is pleased to announce that it has been officially confirmed as compliant with the statutory complaints-handling guidance issued by the Complaints Standards Authority (CSA).

This achievement demonstrates our commitment to providing a fair, transparent, and effective complaints process for our customers.
Following a detailed review, the CSA recognised Tai Calon’s positive engagement throughout the compliance process and acknowledged the work undertaken to strengthen policies, procedures, and complaint handling practices across the organisation.
The assessment also highlighted the investment made in developing staff knowledge and skills in complaints handling and investigations, helping to ensure that customers receive consistent, timely, and high-quality responses when concerns are raised.

Putting Customers at the Heart of Improvement

At Tai Calon, we believe complaints provide valuable opportunities to learn and improve our services.
Achieving compliance with the CSA’s standards reflects our ongoing commitment to listening to customer feedback, learning from experiences, and making positive changes that benefit our communities.
As part of maintaining these standards, Tai Calon will begin submitting quarterly performance data on complaints to the CSA from July 2026. This will support transparency, accountability, and continuous improvement in the way we deliver services.

Committed to Continuous Improvement

While we are proud of this achievement, we recognise that maintaining high standards requires ongoing commitment.
We will continue to review our performance, invest in staff development and use customer feedback to improve the services we provide.
We would like to thank our customers, colleagues, and partners for their contributions to this achievement.
Their feedback, support, and commitment help us continue to improve and deliver services that meet the needs of our communities.