Service Excellence Charter

Delivering excellent service to our customers and our people is a fundamental Kelly principle and a key differentiator for Kelly in the market.

Quality

• We make decisions in the best interests of our people and our customers, both existing and future.

• We follow Kelly’s standard operating procedures, work instructions and task instructions to ensure we deliver consistent service.

• We provide excellent customer service, including answering all telephone calls with courtesy and professionalism.

• We work as a team across our branch network to ensure we meet or exceed the needs of our customers and people.

People – Service and Management

• We schedule qualified applicants to start the Hiring Process at their earliest convenience.

• We value the time of all applicants, so we hire only those whom we have a reasonable possibility of assigning.

• We make every effort to put our people to work within a week of being hired.

• We attempt to complete references in a timely manner for each person hired.

• We attempt to assign through merchandising calls those who cannot be assigned to a current open order.

• We contact assigned individuals regularly (i.e. via quality control calls) to gather feedback unless otherwise agreed.

• We contact our people before the end of their assignment to determine their next step.

• We regularly contact our people to confirm their availability.

• We record appropriate information about our people (e.g. CV, skills) in our systems to maximise their opportunities with Kelly.

Customer Service and Order Management

• We qualify orders to ensure the request falls within the scope of what Kelly offers.

• We update our customers on the status of their orders, usually within one hour of ordering, and on a 24-hour basis thereafter.

• We make every effort to fill all qualified orders.

• We contact all customers to confirm our person’s arrival, usually within 30 minutes of the start time.

• We contact all customers (i.e. via quality control calls) to gather feedback, unless otherwise agreed with the customer.

• We visit new customers usually within five days of their first order.

• We visit existing customers usually at least once every three months.

• We contact customers prior to the estimated end date of the order to determine whether to extend (rebook) the order unless otherwise agreed.

• We track and manage order and customer information in our systems to ensure our service is accurate and timely.

• If the customer is not satisfied, we apply the Kelly Guarantee in accordance with the terms and conditions of the business