Our Customer Care Standards
When you contact us by telephone we will:
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Answer the telephone within five rings in a polite and courteous manner.
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Listen to your enquiry and inform you if we are able to deal with your request for advice or assistance. If we are able to help you with your enquiry we will endeavor to respond within 72 hrs maximum and keep you abreast of our progress. Should we not be able to help you, we will give an explanation why.
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Direct your enquiry to the most appropriate person and if they are not available, pass your details onto them; should it be a time sensitive issue we will direct you to the next best available person.
When you write us by letter, fax or email we will:
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Answer your emails within four working days, unless there are circumstances beyond our control (e.g. Internet not working)
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Keep you informed on the progress of your enquiry.
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Give a full reply within 15 working days or a progress report informing you of when you will get a full reply.
When we visit your home or business establishment we will:
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Show you our work identification and authorization and provide you with our contact details if requested.
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Clearly explain the nature of the visit.
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Inform you of what follow-up action you can expect from our department and the timeframe.
When you visit our office we will:
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Greet you within five minutes of entering our office at which time we will aim to deal with your request or enquiry as quickly as possible.
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Ensure that our office meets your needs, is accessible, clean, tidy and inviting with legibly displayed working hours.
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Provide consistent and reliable, up-to-date information regarding our services.
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Provide courtesy telephone calls should you need to contact other services.