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Our 3 customer outcomes are:

  • motivation
  • opportunity
  • capability.

They represent the changes we want in customers' knowledge, skills or behaviour. These changes mean we can support them to get it right from the start, which helps us achieve our outcomes.

We design our products and processes to make it easy for customers to do the right thing, and hard to get things wrong. We're respectful and empathetic - helping people to get it right or to recover when things have gone wrong.

When we need to, we enforce through audit and litigation, to ensure we find and stop individuals and businesses deliberately seeking to defraud the system.

Last updated: 19 Sep 2022
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