Certification for organisations

Certified Customer Service Organisation

This certification helps organisations achieve customer service excellence, via assessment and certification to the International Customer Service Standard (ICSS).

ICSS 2015-2020

International Customer Service Standard

The certification program is authorised by the International Standards Accreditation Board of ICCSO. The standard is used to benchmark the level of service excellence within an organisation. It is recognised and utilised by the world’s leading organisations. CSIA launched the International Customer Service Standard in Australia in 1999. It is the sole Accredited Australian Certification Body for the International Customer Service Standard.

Passion and Process

ICSS recognises that to maintain service excellence, an organisation requires alignment between Passion and Process. This balance will not always be 50/50 and depends on the nature of the business.

assessment framework


CSIA recognises that to maintain service excellence, an organisation requires an alignment between Passion and Process

Assessment framework

A focus on all these attributes is required to achieve certification to the International Customer Service Standard and achieve sustained success

The process to become a
Certified Customer Service Organisation


Prepare self assessment workbook

To start, we provide a self-assessment workbook to prepare your submission to CSIA. Your management and staff should help to complete this with data and information that demonstrates your organisation’s ongoing strengths and the areas that you consider need further improvement.

  • Data and information, which demonstrates ongoing strengths
  • Areas still being considered for further improvement
  • Prepared by the management and staff
  • Send to CSIA office at least 2 weeks prior to any anticipated assesment site visit


Gap analysis and assessment readiness

In-house delivery of workshop

After the self assessment workbook has been lodged with CSIA, the nominated Lead Assesor will conduct an offsite desktop analysis to determine:

  • Areas needing further clarification
  • Justification for self assessment scores
  • Possible opportunities for improvement
  • Relevance of evidence provided
  • Your organisation’s readiness for onsite assessment


Certification Assessment

1-3 days onsite assessment

Obtain an accurate, independent, third-party assessment of the state of customer service performance across your organisation


Certification, Feedback Report and Awards

After a successful assessment, the CSIA will certify your organisation to the ICSS. You will also receive

  • A detailed final report of the Licensed Assessor’s findings, including their observations.
  • A score for each of the attributes will also be included as an indication of areas that demonstrated the greatest strengths and those that offered the greatest opportunities for improvement.
  • The certification of the organisation may be used as the basis for your organisation's entry into the Australian Service Excellence Awards (ASEAs). The judges will use the score in their determination of state and national Awards.



Successful organisations will be issued with a certificate and will also be able to proudly display a recognised Trustmark proclaiming it is a CSIA 'Certified Customer Service Organisation'.

Register your interest to be certified

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