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IBM Australia Client Charter

Our values drive your success

IBM Australia Client Charter

IBM Australia Client Charter

Our employees subscribe to a strict code of ethical conduct.

On joining IBM, all new employees must sign our Business Conduct Guidelines which detail our high standards of ethical conduct. This commitment is renewed each year by each employee.

Our Business Conduct Guidelines are also emphasised in our two-day orientation program for new employees and are actively promoted from the top down.

If unethical behaviour is identified, it is treated seriously through formal counselling which may result in dismissal.

Details of our Business Conduct Guidelines are available at www.ibm.com/investor/corpgovernance/cgbcg.phtml.

We respect your personal details and abide by privacy laws to protect your information.

We protect your privacy through a wide range of policies and practices that not only implement the Australian National Privacy Principles but also fulfil our obligations under State and Federal privacy legislation.

A summary of IBM's global privacy policy is available at www.ibm.com/privacy/us/.

A full version of IBM's global privacy policy is available at www.ibm.com/privacy/details/us/.

We post a notice on our web site for 30 days whenever we change this policy and we respect your wishes if you do not want your information used for marketing purposes.

Our employees who manage your data are trained in security principles and manage your IT infrastructure according to strict governance and security requirements.

When managing your infrastructure we will consult with you to identify your requirements and then implement security governance and compliance models that are specific to your requirements.

While every client has different security needs, we require all our people to abide by the following general security principles:

We honour the warranty commitments we make for our products and services.

Our obligations regarding machine warranties and licensing are provided in the 'IBM Statement of Limited Warranty' or the IBM agreement under which your machine was acquired. We also sell some products that are 'Logoed Products', which carry the IBM logo under license from IBM but which are not manufactured, warranted, or supported by us. Such 'Logoed Products' are clearly identified.

Further warranty information is available at www.ibm.com/servers/support/machine_warranties/.

We assign a resolution owner to your complaint and aim to contact you within one business day of registering your complaint. This person will work with your Client Executive and be your advocate within the company as we work towards a resolution.

The resolution owner works with you to understand your issues and agree the conditions of satisfaction for resolving your complaint. Where IBM determines that the situation is critical we have international expertise at our disposal.

We monitor the way we handle complaints through a post-complaint satisfaction survey. We aim to complete surveys for 80% of the clients who have made a complaint. We ensure continuous improvement by analysing the survey data and implementing programs to improve our performance.

To make a complaint, contact your IBM representative or call 132-426 and ask for Client Care. You could also send an email by visiting our client satisfaction Internet site at www.ibm.com/ibm/au/cs/.

We use our expertise and technology to support community programs.

Since the commencement of our operations in Australia in 1932, IBM and our employees have supported the community in the areas we believe we can make the biggest difference. Nationally, we are one of the leading corporate contributors to not-for-profit organisations and educational institutions.

We have always sought to help people use information technology to improve the quality of life for themselves and others. Consequently, our contributions target areas where we can leverage our expertise in technology. They focus on:

We have a strong ethos of employee volunteer activity. In 2004, IBM Australia employees volunteered over 30,000 hours of their time working with their local communities. Over 11% of our current workforce, and 70 of our retirees are registered as volunteers as part of our On Demand Communities initiative. Projects include:

Details of our current work in the community are available at www.ibm.com/ibm/au/responsibility/communities/.

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