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Our values and behaviours

We believe in member only focus, integrity, collaboration and respectful relationships.

Member Only Focus
Member Only Focus
"ACT IN THE BEST INTERESTS OF THE MEMBER"

We will

  • Connect with our members and engage with our community
  • Have genuine, two-way conversations with our members, by listening actively, involving them in decision making, finding creative solutions and seeking feedback on how well we have helped
  • Put ourselves in the “shoes” of our members and continuously improve our service standards to ensure they are fair, inclusive and responsive to our members’ needs
  • Fully and accurately disclose information to our members and keep them informed of progress and changes
  • Strive to make educated decisions which benefit all of our members, by gathering evidence of the long-term impact of our action
  • Empower our members through education, improving their financial literacy and supporting them in solving problems
Member Only Focus
Integrity
"BE HONEST AND ETHICAL"

We will

  • Stand up for the best interests of all of our members – what we feel is fair – even if it is hard or pushes us out of our “comfort zone”
  • Question actions which are inconsistent with our organisational values and address inappropriate behaviour respectfully, confidentially and constructively
  • Act as a trusted professional by being transparent, respectful, genuine and accountable
  • Honour our commitments and ensure that we follow through on what we say we will do in a timely manner
  • Have the courage to admit when we are wrong or have made a mistake, as well as acknowledge how our actions have impacted on others
  • View learning as a continuous process where we seek new information and evidence, ask for help, reflect on our personal areas for development and view mistakes as a learning opportunity
Member Only Focus
Collaboration
"WORK WITH OTHERS"

We will

  • Value others by striving to see the best in them, offering support, building our colleagues up and giving credit where credit is due
  • Listen to different perspectives from other departments and seek to understand their strengths, priorities and pressure points, so we can achieve common goals
  • Create opportunities for people to provide input and ideas and listen carefully to their views, before we make decisions
  • Extend our efforts beyond our job roles and our comfort zones, by finding ways to help others and working collaboratively to achieve our shared goals
  • Willingly and proactively exchange knowledge, skills, experiences and good and bad news, to promote innovation, and give others opportunities to learn and grow
  • Seek to find the positives in change, even if it is challenging, and embrace it as an opportunity to add value for our members
Member Only Focus
Respectful Relationships
"TREAT PEOPLE WITH COURTESY AND KINDNESS"

We will

  • Act with professionalism and courtesy which means upholding the basics: returning phone calls, arriving on time, meeting deadlines, listening actively, following through on commitments, keeping people informed of progress and providing alternatives if outcomes cannot be met
  • Listen to others’ views, stories and ideas, actively and with respectful curiosity, even when they differ from our world view
  • Strive to be self-aware by managing our emotions and the impact our body language, attitude, communication and mood has on others
  • Value difference, encourage flexibility, and appreciate that success comes from diversity of opinions, backgrounds, cultures, personalities and interests
  • Assume positive intent and trust each other to deliver, while also remaining flexible and ready to help
  • Support one another to realise our strengths, work through hard times and recognise and value all of our unique contributions