Our culture

CSA has embarked on a major cultural change program to support the achievement of our Goals and Customer Commitment

CSA is working to expand its culture from one focused on enforcement through rules and systems to one which encompasses providing excellent customer service and the support individuals need to manage their parental responsibilities.

To achieve this:

• Our service to our customers will be shaped by what customers say they want from us.
• Our language will be based on customer preferences, so customers find our service friendlier, less bureaucratic and more understandable.
• Our staff training will draw on customer preferences to encourage better service.
• Our leaders will model customer focussed behaviours.
• Our work practices and policies, our structures and roles will all focus on creating the best possible customer experience.
• Our formal and informal awards and rewards will reinforce our customer focused culture.

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