Customer Charter

At NTI we pride ourselves on our exceptional levels of customer service. A recent Accident Assist Customer Satisfaction survey shows that nearly 98 per cent of clients would recommend NTI to their associates. We make the following promises to all our customers:

1. We will provide direct access to a person who can help you, 24 hours a day, 7 days a week. Simply call 1800 NTI NOW (1800 684 669) to speak to one of our dedicated customer service staff. 
2. We will provide access to our specialist transport risk management knowledge and services.
   NTI offers customers valuable advice on risk management strategies for your business.  
3. We will contact you after NTI authorised repairs are completed to determine if they have been carried out to your satisfaction. This contact will be made within 30 days of you taking delivery of your vehicle.
   We want to make sure you are happy with any repairs you claim through your policy.  
4. After an accident, we will provide 24 hours / 7 day a week access to NTI Accident Assist, an NTI service that arranges medical assistance, trauma counselling, driver repatriation and a vehicle recovery operator.
5. We will also dispatch a vehicle recovery operator to the scene to ensure efficient vehicle recovery with minimal additional damage.  
6. Each time we do not meet one of our service promises (numbered 1,2,3,4 or 9), NTI will provide you, the policyholder, with one of the following:
   • a $50 payment, or
   • a $50 donation to a worthwhile community charity.
7. NTI will guarantee the quality of workmanship and materials used in its authorised repairs, for the life of the  vehicle, even if you no longer own it.
   We only choose quality repairers to fix damage.  
8. We will continue to invest a percentage of annual turnover back into the trucking industry.
   NTI is committed to the growth and development of the transport industry in Australia and New Zealand. 
9. We will report publicly and annually regarding our compliance with this Customer Charter. Our report will be independently audited. We will review the Customer Charter annually.
10. We will contact you within 4 business hours (8.30am - 5.00pm) of reporting your new claim through 1800 NTI NOW (1800 684 669).
    Simply contact NTI with a claim on 1800 NTI NOW (1800 684 669) during business hours (8.30 – 17.00 Monday to Friday).
    
    Click here to download our Customer Charter Brochure.
    
    Click here to view our 2006/2007 Customer Charter Annual Report.